Help Desk Analyst (Part-Time)

Title: Help Desk Analyst (Part-Time)
Client: The Enterprise Center
Location: 4548 Market Street, Philadelphia, PA

Note: On-site role for about 15-20 hours a week

Job Description:

IT Infrastructure & Network Operations:
Review network performance metrics including uptime, latency, and bandwidth utilization.
Validate SD-WAN, SASE, and Azure ExpressRoute connectivity.
Review firewall, VPN, and secure access configurations.
Confirm backup processes are running successfully.
Check network device health, firmware status, and alerts.
Identify capacity or infrastructure risks.

Azure Cloud & Identity Management:
Review Azure resource usage and monthly costs.
Audit Azure AD / Entra ID users, roles, and group memberships.
Review MFA and conditional access policies.
Remove inactive or unnecessary accounts.
Verify Azure backup, monitoring, and recovery processes.
Cybersecurity & Compliance:
Review MDR, SOC, and Sentinel One security reports.
Validate endpoint protection and EDR agent health.
Review vulnerability scan results and remediation actions.
Participate in monthly security review meetings with vendors.
Update security and incident response documentation.

Helpdesk & End-User Support:
Review helpdesk ticket volume and resolution metrics.
Resolve or escalate open support tickets.
Identify recurring user issues and implement preventative fixes.
Update end-user documentation and FAQs.
Perform device health checks on supported equipment.7

Building Systems, Security & BAS:
Verify access control, CCTV, and BAS system functionality.
Review system logs and alerts for anomalies.
Confirm network connectivity for building systems.
Coordinate vendor maintenance or repairs as needed.
Ensure access permissions reflect current staffing and tenant needs.

Vendor & Service Provider Management:
Conduct monthly vendor service reviews.
Review SLA performance and outage reports.
Validate vendor invoices against contracts.
Track and resolve outstanding vendor issues.
Plan upcoming upgrades or maintenance windows.

Documentation & Asset Management:
Update network diagrams and system documentation.
Review IT and building system asset inventories.
Verify software and licensing compliance.
Document system changes and incidents.

Reporting & Executive Communication:
Prepare monthly IT operations summary for the EVP.
Report on uptime, incidents, helpdesk trends, and system risks.
Highlight budget impacts and upcoming priorities.

Planning & Continuous Improvement:
Identify infrastructure and security improvements.
Review lifecycle planning for IT and building systems.
Evaluate smart building and automation opportunities.
Define priorities for the upcoming month.