• Help Desk Analyst

    Job Locations US-PA-Ft. Washington
    Posted Date 2 weeks ago(1/11/2019 12:09 PM)
    Job ID
    # of Openings
  • Overview

    The IT Helpdesk and Support role is part of the IT Helpdesk Team providing top-notch customer service while supporting our 700+ end user’s computer, phone, network, hardware and software related issues. The right person has a passion for installing, configuring, and maintaining desktop and laptop hardware, software, networks, printers, and peripherals. To perform this job successfully, you must have strong analytical and troubleshooting skills, keen attention to detail, and the ability to know when to dig deeper into an issue or escalate. You should also be the kind of person who wants to stay current with existing and emerging technologies and partner with other IT teams to ensure we aren’t just solving problems but providing solutions.


    The Company reserves the right to add to, delete, change or modify the essential duties and responsibilities at any time. All work is to be completed with minimum supervision and in accordance with Company standards.


    • Provide 1st and 2nd level hardware and software technical support
    • Answers inquiries via telephone, email, in person, and ticket submission
    • Perform hardware and software maintenance and upgrades as required
    • Manage user accounts generation, user permissions, and access rights
    • Setup, manage, and troubleshoot various network (wired and wireless) connected devices
    • Prioritize and resolve issues or escalate to correct support team as necessary
    • Document problems/issues and user information in the ticket tracking system
    • Author problem resolutions in a knowledge management system
    • Look for opportunities to automate repetitive tasks using tools like PowerShell and batch scripting
    • Evaluate resolutions and analyze trends for ways to prevent future problems
    • Perform daily, weekly, and monthly IT maintenance as required
    • Provide relocation support for users who change locations in buildings or sites
    • Remote monitoring and desktop work using tools such as Bomgar and Skype for Business
    • Create, update, manage, and deploy PC images in support of tier 2 team when required
    • Install and manage security software including anti-virus, anti-malware, and encryption
    • Provide end-user training and literature to reduce service desk demand for common issues
    • Monitor IT services utilizing various monitoring/performance tools and report issues as required
    • Other duties as assigned


    The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    • Minimum 2 years’ experience working on IT Service Desk as 1st or 2nd level support
    • Strong experience in troubleshooting, repairing, and supporting Windows and Mac operating systems
    • Experience in Microsoft Office Products such as O365, SharePoint, and MDM (Intune)
    • Experience in Citrix Administration to support Citrix Virtual Desktop environment
    • Experience and knowledge working in Active Directory (Managing Users and Computers)
    • Experience rebuilding/repairing various computer hardware; manufacturer certs a plus
    • Knowledge of TCP/IP protocols, routing concepts, and troubleshooting of network systems
    • Ability to multi-task in a team environment with excellent communication and organizational skills
    • Ability to efficiently document user questions, issues, and requests
    • Ability to effectively prioritize and execute tasks in a fast-paced environment
    •  Ability to conduct research into a wide range of computing issues as required



    • Experience with a system imaging/management tool such as Ghost, Acronis, SCCM, MDT
    • Experience building and deploying Win 10 images including managing, patching, and updating
    • Experience and knowledge of Azure platform and Windows Server 2008; 2012 a plus
    • SQL
    • Crystal Reports / SSMS




    • A degree in Computer Science, Information Systems, or 3 years equivalent work experience.
    • Preferred certifications and/or educational courses:
      •  Windows 7/8/10, Server 2008/2012/2016
      • A+, Network+
      • ITIL v3
      •  Training in OS image deployment a plus


    To perform the job successfully, an individual should demonstrate the following competencies:


    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.


    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or
    schedule form.


    To perform this job successfully, an individual should have knowledge of Microsoft Word, Excel, PowerPoint, and other report writing and project planning software. Experience working in an ERP environment is


    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is
    usually moderate.


    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and sit. EOE.


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