Desktop/IT Support Analyst

American IT Systems - Philadelphia, PA

Full-time - Entry Level

Philadelphia, PA

About the position

The Desktop/IT Support Analyst will provide Level 2 support to end users within a 20-30 mile radius of Philadelphia, PA. This role is essential for ensuring that users receive timely and effective technical assistance on various computing issues, contributing to the overall productivity of the organization. The ideal candidate will work creatively and analytically in a problem-solving environment, collaborating with domain experts and IT leadership to enhance user experience.

Responsibilities

• Diagnose, resolve, and follow-up on issues relating to various user computing issues.
• Provide technical support by phone, remote access, deskside, or site visits as required.
• New hire device setup/imaging experience utilizing ticketing systems.
• Ensure tickets are accurately documented and resolved in accordance with standards.
• Manage device inventory and ensure compliance with client standards.
• Work extended hours or occasional nights/weekends as required.

Requirements

• 1+ year(s) relevant technical field experience.
• Windows 10 support experience.
• Prior Help Desk experience.
• Prior ticketing system experience, such as ServiceNow.
• Ability to write clear, concise documentation.
• Excellent customer service skills in person, over phone, through email, and using remote tools.

Nice-to-haves

• Experience with Office 365 productivity tools.
• VPN troubleshooting/connectivity experience.
• Mobile device support experience.
• EUC L2 with scripting experience.

Benefits

• Opportunity to work with a leading FinTech company in the US.
• Collaborative team environment.
• Potential for career growth and development.