firstPRO is seeking an experienced L1 Help Desk Analyst to join an established IT Service Desk team. This is a true first-level support role focused on providing excellent customer service while efficiently resolving common technical issues for employees.

Location :

Bryn Mawr, PA Schedule :

Monday-Friday, 7:00 AM-4:00

PM Work Arrangement :

100% onsite initially; hybrid flexibility may be available

Employment Type:

Contract, 6+ months with potential contract-to-hire Key Responsibilities Provide Level 1 technical support via phone, email, self-service tickets, and occasional walk-up assistance. Troubleshoot hardware, software, application, account, and remote-access issues. Perform password resets and assist with account-related requests using Active Directory. Support Microsoft Office 365, Outlook, Windows 10/11, Teams, VPN, and Citrix. Assist users with MFA/2-factor authentication, including Duo. Support employee-owned iOS and Android devices and assist with BYOD setup and access. Install drivers and troubleshoot network printers and other peripherals. Use remote-support tools such as Bomgar to troubleshoot user systems. Accurately document incidents and service requests in the ticketing system. Take ownership of assigned tickets and follow established procedures and knowledge articles. Resolve routine issues efficiently and escalate hardware or more complex technical problems when necessary. Maintain a high level of customer service and ensure users receive a professional, positive support experience. Required Qualifications 2+ years of Level 1 Help Desk / Service Desk experience Experience in a phone- and ticket-driven support environment Strong customer service and communication skills Experience with password resets, MFA/2FA, remote access, and basic troubleshooting Strong knowledge of Microsoft Office / Office 365 Experience with Windows environments and Active Directory Ability to install drivers and troubleshoot basic hardware, software, and connectivity issues Experience supporting mobile devices, including iOS and Android Ability to work independently, manage assigned tickets, and prioritize tasks effectively Strong problem-solving skills and good judgment regarding escalation Ideal Candidate The ideal candidate is customer-focused, dependable, personable, and comfortable working in a fast-paced Help Desk environment. You should enjoy helping non-technical users, be able to explain technical solutions clearly, and have the confidence to resolve common issues quickly without requiring constant supervision.

Pay:

$28.00 - $30.00 per hour

Benefits:

Dental insurance Health insurance Vision insurance

Work Location:

In person