Service Desk Analyst

Role Overview:

We are seeking a customer-focused and technically skilled Service Desk Analyst to support end users through multiple support channels, including phone, email, walk-ups, and a self-service portal. The ideal candidate will have strong communication skills, excellent troubleshooting abilities, and a proactive mindset in managing and resolving IT-related issues.

Key Responsibilities:

• Serve as the first point of contact for users via phone, email, walk-ups, and portal submissions.
• Accurately document and resolve incidents; escalate appropriately to service teams when needed.
• Configure, deploy, and troubleshoot hardware (PCs, laptops, mobile devices).
• Mentor junior staff and act as an escalation point for complex issues.
• Draft and maintain IT knowledge base articles for the self-service support portal.
• Manage end-user communication during incidents, problems, or outages.
• Maintain consistent follow-up with users through ticket resolution.

Required Experience & Skills:

• 3 5 years of experience in service desk or technical support roles.
• 2+ years of hands-on experience with imaging, deploying, and troubleshooting hardware (Windows PCs, iOS devices).
• 1 2 years of junior management or team lead experience is a plus.
• Experience with ITSM tools for ticket handling and escalation processes.

Location: Wayne, PA (on-site 5x a week, some remote possibilities long term)

Contract Duration: 1-year initial contract with potential for extension or conversion

Start Time: Assigned between 7:30 AM 9:00 AM post-training; occasional late shift rotation (12:00 8:30 PM every 10 12 weeks)

Pay Rate: Up to $28.50hr W2