IT Help Desk Support Analyst

IT Help Desk Support Analyst

Hybrid Schedule: On-site 1 days per week (Thursdays) - Center City Philadelphia

Shift: 9AM-5:30PM; 10:30AM-7:30PM (during training first 6 months)

No visa sponsorship at this time

Our client, a top tier financial services company is seeking a skilled IT Help Desk Support Analyst to join their dynamic team, providing technical support and assistance to clients and employees. The individual selected for this role will be involved in system problem recognition, research, and resolution. This person will also be responsible for resolving less complex problems immediately, while assigning more complex problems to senior level support.

This role requires a strong technical background, excellent communication skills, and a commitment to delivering exceptional customer service. The successful candidate will thrive in a fast-paced environment, collaborating with team members to resolve IT issues efficiently and effectively.

Responsibilities:

1. Tier 1-2 first-line technical support
2. Troubleshoot and resolve potential hardware, software, and network issues promptly and accurately.
3. Log all support requests and maintain detailed records of troubleshooting steps and resolutions.
4. Escalate complex issues to appropriate IT teams or vendors, ensuring timely resolution.
5. Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
6. Assist with user account management, including password resets and access permissions.
7. Conduct software installations, updates, and patches as required.
8. Collaborate with colleagues to develop and maintain knowledge base articles and support documentation.
9. Provide training and guidance to end-users on IT systems and best practices.
10. Assist with IT projects and initiatives as assigned by management.

Requirements:

1. Bachelor's degree in Computer Science, Information Technology, or related field preferred.
2. Proven experience of at least 2 years in a help desk or technical support role, preferably in the financial services industry.
3. Strong knowledge of Windows operating systems and proficiency in Microsoft Windows 10/11, Office 2016 / O365, including Outlook, Excel, Word, and PowerPoint. 
4. Familiarity with ticketing systems, ideally ServiceNow. and IT service management best practices.
5. Demonstrated excellent troubleshooting and problem-solving skills.
6. Outstanding customer service and communication skills, both verbal and written.
7. Demonstrated ability to work independently and collaboratively in a team environment.
8. Flexibility to work on-site in Center City, Philadelphia, two days per week.
9. Ability to efficiently handle 40 - 60 technical and non-technical calls per day.
10. IT certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation certification are a plus.