Help Desk Analyst

Description Our team is hiring a Help Desk Analyst for a client based in the Philadelphia, Pennsylvania area. This is a long term contract to hire based opportunity and is mainly remote. Candidates must reside in PA, NJ or DE for consideration. The shift we are hiring for is Saturday to Wednesday 9am-5:30pm. Please apply only if you are interested and available for this shift!

Responsibilities:

• Respond to incoming service desk requests and document issues clearly to ensure timely follow-up and resolution.
• Troubleshoot hardware, software, and operating system problems for users working in Microsoft Windows 10 environments.
• Assist with account access, password support, and user administration tasks within Active Directory.
• Diagnose basic technical issues, identify root causes, and escalate more complex problems when needed.
• Provide clear guidance to end users on system use, common fixes, and best practices to minimize recurring issues.
• Track, update, and close support tickets accurately while maintaining strong customer service throughout the support process.

Responsibilities:

• Provide first-line technical assistance for hardware, software, and access-related issues reported by end users.
• Investigate and resolve problems within Microsoft Windows and Windows 10 environments using sound troubleshooting practices.
• Manage incoming service desk tickets by documenting issues clearly, prioritizing requests, and following through to completion.
• Support user account administration tasks such as password resets, access updates, and directory-based account maintenance in Active Directory.
• Escalate more complex incidents when needed while maintaining communication with users on status and next steps.
• Track recurring issues and contribute helpful documentation or guidance to improve support efficiency.
• Assist with desktop-related setup, configuration, and routine maintenance to ensure reliable day-to-day operations. Requirements
• Experience providing help desk or service desk support in a detail-oriented environment.
• Working knowledge of Active Directory for basic user and access administration.
• Hands-on experience supporting Microsoft Windows, including Windows 10 systems.
• Ability to perform basic technical troubleshooting for desktop, login, and application issues.
• Familiarity with ticketing systems and handling service desk requests in an organized manner.
• Strong communication skills with the ability to assist users clearly and effectively.

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