Help Desk Analyst
Apply now: IT Help Desk Analyst, location is Onsite (Philadelphia, PA). The start date is Early March for this Permanent position.
Job Title: IT Help Desk Analyst
Location-Type: Onsite 5 days a week (Philadelphia, PA 19102)
Start Date Is: Early March
Duration: Contract to Hire
Compensation Range: 30-38/hr on W2 ONLY - Converting to $65,000 – $70,000/year
Job Description:
Serve as the primary point of contact for IT support, owning the help desk function and delivering proactive, high-quality technical support to over 100 end users.
Day-to-Day Responsibilities:
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Manage and resolve help desk tickets, escalations, and user inquiries
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Reset passwords and manage accounts within Active Directory
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Support Microsoft 365 environment (Defender, SharePoint, Windows setup)
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Provision and configure Windows machines for new hires
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Order and manage IT equipment (PCs, copiers, printers, peripherals)
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Act as point of contact for external vendors (e.g., hardware providers)
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Provide user training and guidance on Microsoft 365 tools
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Identify root causes and implement process improvements
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Proactively recommend enhancements, including leveraging automation and AI tools
Requirements:
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Must-Haves:
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3 years of experience owning the help desk and serving as the face of IT support
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Experience supporting 100 users in a business environment
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Strong Microsoft 365 experience (Defender, SharePoint, Windows provisioning)
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Active Directory administration and ticketing system experience
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Vendor management and IT equipment procurement experience
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Proactive mindset with demonstrated initiative and continuous improvement focus
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Previous on-prem environment experience (transitioning to cloud)
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Nice-to-Haves:
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Apple/BYOD support experience
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Experience with Freshservice or similar ticketing platforms
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