We are looking for a Desktop Support Analyst to provide hands-on technical support for end users and departmental technology needs in Philadelphia, Pennsylvania. This Contract position focuses on maintaining reliable desktop systems, resolving hardware and software issues, and supporting a broad range of computing equipment used in day-to-day operations. The ideal candidate brings a service-focused approach, strong troubleshooting ability, and the confidence to work independently while collaborating with technical and non-technical stakeholders.
Responsibilities:
- Deliver desktop support by installing, configuring, repairing, and maintaining computers, operating systems, peripheral devices, and specialized research-related equipment.
- Investigate and resolve technical incidents, respond to user inquiries, and restore service quickly while escalating uncommon or higher-risk issues when needed.
- Guide employees on proper system and equipment use, helping them work effectively and follow established technology practices.
- Recommend appropriate hardware and software purchases by providing technical input, product guidance, and specification details for departmental needs.
- Review the local computing environment to identify opportunities for improved performance, reliability, and process efficiency.
- Participate in the assessment and rollout of technology solutions, including product testing, implementation support, and validation with end users.
- Maintain accurate records by updating service tickets, documenting assigned work, and keeping inventory information current.
- Support configuration and user administration tasks within Windows environments and Active Directory as part of daily desktop operations.
- Demonstrated experience supporting computer hardware, desktop software, and Microsoft Windows environments.
- Working knowledge of Active Directory and configuration management practices in an end-user support setting.
- Strong troubleshooting skills with the ability to diagnose issues, determine next steps, and complete resolutions with minimal supervision.
- Excellent customer service skills and a consistent commitment to following issues through to completion.
- Ability to communicate effectively with users and partners across technical and non-technical groups at all organizational levels.
- Comfortable working as part of a collaborative support team while maintaining a high standard of service quality.
- Experience in academic, clinical, or research-oriented environments is preferred.
- Ability to manage tickets, asset records, and support tasks in an organized and procedure-driven manner.