Service Desk Analyst

Contract Details
- Location: Philadelphia, PA
- Duration: 03/27/2026 through 06/30/2026

About the Opportunity
This role serves as the first point of contact for end users, providing Tier 1 service desk support. You will troubleshoot and resolve incidents across hardware, software, operating systems, and peripherals; escalate Tier 2 issues as needed; and ensure an excellent customer service experience. The position requires strong troubleshooting, documentation, and communication skills, with an emphasis on consistent process execution and continuous service quality improvement.

Key Responsibilities

• Serve as the initial point of contact for user incidents and requests; track items to completion.
• Diagnose and resolve Tier 1 issues via phone, remote tools, and (as needed) on-site support.
• Evaluate issues to determine level of service required; escalate Tier 2 items to appropriate teams.
• Support end-user devices, PCs, printers, peripherals, and common enterprise applications.
• Maintain working knowledge across multiple operating systems, mobile devices, and hardware.
• Adhere to and improve Service Desk standards, processes, and ticket documentation quality.
• Manage Level 1 ticket queues, recommend categorization improvements, and coordinate assignments.
• Apply incident, problem, and change management practices where applicable.

Required Qualifications

• 2 years of End-User/Desktop or Service Desk (Tier 1) support experience.
• Proficiency supporting Microsoft Windows environments, including deployment/imaging, security, upgrades, and licensing/compliance.
• Hands-on experience with PCs, printers, peripherals, and mobile devices; basic telecom/network familiarity.
• Working knowledge of TCP/IP networking fundamentals.
• Experience with ticketing/call logging systems and proper escalation procedures.
• Strong customer service, communication, organization, and problem-solving skills; able to work independently and in a team.
• Education: High school diploma or GED.

Preferred Qualifications

• Healthcare environment experience and/or familiarity with medical terminology.
• Certifications such as A , ITIL Foundations, MCP/MCSA, CCNA, ACSP, or Lexmark/Lenovo Self Maintainer.

Work Environment

• Support delivered via phone, remote tools, and on-site as needed.
• Customer-focused service culture with emphasis on accurate documentation and timely resolution.