Help Desk Analyst

We are hiring two Help Desk Analysts-one in Philadelphia and one in King of Prussia-to join our IT Support Services team. This role encompasses both Tier One and Tier Two responsibilities, offering a growth path for candidates with varying levels of experience. You will provide technical support for Windows-based hardware and software, Mobile Devices, Entra ID (Azure AD), password resets, and general IT troubleshooting. This is an on-site opportunity that will see the successful candidate on-site daily in either Center City or King of Prussia.

Key Responsibilities:

• Serve as the first point of contact for end-user technical support via phone, email, or ticketing system.
  
• Provide basic troubleshooting for Windows OS, mobile devices, Microsoft 365, and standard desktop applications.
  
• Assist with Entra ID (Azure AD) password resets and account lockouts.
  
• Resolve common hardware issues (e.g., monitors, printers, peripherals).
  
• Log and track support requests in the ticketing system.
  
• Escalate unresolved issues to Tier Two with detailed documentation.
  
• Contribute to internal knowledge base and support documentation.
  

Qualifications:

• 1+ year of experience in IT support or customer service.
  
• Basic knowledge of Windows OS and Microsoft 365.
  
• Familiarity with Entra ID (Azure AD), including user group administration and password management.
  
• Experience with remote support tools and ITSM/ticketing systems.
  
• Strong communication and problem-solving skills.
  
• Ability to multitask in a fast-paced environment.
  

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals) preferred.
  

Benefits:

• Competitive salary based on experience and tier level
  
• Health, dental, and vision insurance
  
• 401(k) with company match
  
• Paid time off and holidays
  
• Professional development and certification support
  

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