Service Desk Analyst I

Position Summary
We are seeking a skilled and customer-centric Service Desk Analyst to join our client’s IT support team in Wayne, PA. This role requires excellent technical troubleshooting capabilities, a passion for service excellence, and the ability to mentor junior staff. Ideal candidates will have a strong background in hardware deployment, ticket management, and communication.

Key Responsibilities

• Provide first-level support by thoroughly capturing and analyzing service desk requests across multiple channels (phone, email, walk-up, self-service portal).
• Attempt immediate resolution and escalate to appropriate service teams when necessary (Service Delivery, Production Support, etc.).
• Mentor junior team members and act as an escalation point for complex issues.
• Configure, deploy, and troubleshoot hardware, including laptops and iOS mobile devices.
• Manage repair coordination for end-user hardware at the service desk.
• Create and maintain IT knowledge base articles for the user support portal and promote portal adoption.
• Maintain communication with customers throughout issue resolution, ensuring a positive service experience.
• Manage outbound communication during incident/problem scenarios and outages to the IT customer base.

• 2+ years in imaging, configuring, deploying, and troubleshooting PC and iOS hardware.
• 3–5 years' experience in Service Desk or Technical Support.
• Excellent customer service skills, both over the phone and face-to-face.
• Strong verbal and written communication skills.
• Impeccable attention to detail.
• Bachelor’s Degree or equivalent hands-on experience.
• Proficiency in handling ITSM ticketing systems and routing requests appropriately.
• Fluent in English; Portuguese language skills are a plus.

• Local candidates only (Wayne, PA).
• Fully onsite work required with potential for partial remote flexibility.

No 3^rd parties or C2C Inquiries, please. Direct applicants only. No visa sponsorship available for this role.