Job Description
Job DescriptionWe are looking for a Help Desk/Desktop Support Analyst to provide responsive technical support for end users in Philadelphia, Pennsylvania. This Long-term Contract opportunity is ideal for someone who enjoys solving everyday technology issues, delivering excellent customer service, and keeping support requests organized from intake through resolution. The role focuses on assisting users with common desktop, access, and connectivity problems while maintaining accurate records of all service activity.
Responsibilities:
• Provide remote support to end users by identifying and resolving issues related to software, login credentials, and network connectivity.
• Manage incoming service requests by logging details, assigning priority levels, updating ticket status, and ensuring timely follow-up through the ticketing platform.
• Perform routine user account support, including password resets and unlocking accounts within Active Directory.
• Troubleshoot Microsoft Windows 10 desktop issues and assist users with general system-related problems.
• Support users with Microsoft 365 and Google Workspace applications by addressing access and basic functionality concerns.
• Assist with multi-factor authentication issues and help users regain secure access to business applications.
• Maintain clear and complete documentation for support activities to promote accurate tracking and efficient issue resolution.• Experience or demonstrated ability in help desk, desktop support, or technical troubleshooting in a user-facing environment.
• Working knowledge of Active Directory, including basic account administration tasks.
• Familiarity with Microsoft Windows 10 and general desktop support practices.
• Understanding of service desk ticket handling, including documenting, prioritizing, and tracking requests.
• Ability to support users with patience, professionalism, and strong customer service skills.
• Exposure to Microsoft 365, Google Workspace, and multi-factor authentication tools.
• High school diploma or equivalent is required.
• CompTIA A+ or similar entry-level technical certifications are a plus.