Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to deliver hands-on technical assistance for faculty, staff, and students in Malvern, Pennsylvania. This Long-term Contract position focuses on maintaining a reliable end-user computing environment across classrooms, offices, and shared spaces while providing responsive support for day-to-day technology issues. The ideal candidate brings strong customer service skills, broad desktop support experience, and the ability to work effectively with both onsite personnel and remote IT leadership.

Responsibilities:
• Provide in-person technical support for end users, addressing desktop, laptop, and device-related issues in a timely and detail-oriented manner.
• Manage incoming service requests, diagnose problems, and complete ticket resolution with clear communication and consistent follow-through.
• Support a diverse device environment that includes macOS, Windows, and Chromebook systems, ensuring users can work effectively across platforms.
• Assist with administration and day-to-day support of Google Workspace tools, Google Admin Console functions, and Chromebook deployments.
• Troubleshoot common connectivity and hardware problems involving wireless access, printers, peripherals, and basic network-related issues.
• Deliver audio/visual assistance for instructional and event spaces, including projector setup, sound system support, and issue resolution during use.
• Work closely with local technical colleagues to coordinate support activities and maintain smooth technology operations across the site.
• Follow established direction from remote technology leadership while aligning onsite support activities with broader IT standards and priorities.
• Record incidents, solutions, and support procedures accurately to improve knowledge sharing and service continuity.• Demonstrated experience providing onsite help desk or deskside IT support in a user-facing environment.
• Strong verbal and written communication skills with a customer-focused approach to technical support.
• Ability to assist users with a wide range of technical comfort levels in a calm and attentive manner.
• Experience supporting multiple operating systems, including macOS, Microsoft Windows, and ChromeOS devices.
• Solid troubleshooting and analytical skills for resolving desktop, hardware, peripheral, and access-related issues.
• Dependable work habits and a detail-oriented approach suited to an onsite school or academic setting.
• Familiarity with tools and processes such as Active Directory, Windows 10 support, service desk ticket handling, and basic audio/visual troubleshooting.
• Preferred background in education-based IT support, Google Admin Console, Chromebook management, and foundational networking concepts.