We are looking for a Help Desk Analyst to support daily technology needs for our client based in Philadelphia, Pennsylvania. This Long-term Contract position focuses on delivering dependable end-user assistance, resolving hardware and software issues, and maintaining a productive desktop computing experience. The ideal candidate is comfortable troubleshooting Microsoft Windows systems, managing support requests, and providing timely, customer-focused technical service. This role is a REMOTE NIGHT SHIFT opportunity - must be available to work THURSDAY THROUGH MONDAY, 4PM EST TO 1 AM EST (able to live in any time zone).
Responsibilities:
- Provide front-line technical assistance for desktop, laptop, and peripheral issues affecting end users in Philadelphia, Pennsylvania.
- Diagnose and resolve common Microsoft Windows 10 and general Windows operating problems with a focus on minimizing downtime.
- Handle incoming service desk requests, document issues accurately, and update ticket status through resolution.
- Support user account access and directory-related tasks, including routine administration within Active Directory.
- Investigate basic hardware, software, and connectivity concerns and escalate more complex incidents when necessary.
- Install, configure, and maintain end-user devices and standard workplace applications to ensure consistent performance.
- Deliver clear technical guidance to employees and promote a positive support experience during issue resolution.
- Experience providing desktop or help desk support in a detail-focused environment.
- Working knowledge of Active Directory for user account support and access-related tasks.
- Hands-on experience supporting Microsoft Windows 10 and other Microsoft Windows environments.
- Ability to perform basic troubleshooting for hardware, software, and user-reported technical issues.
- Familiarity with service desk ticketing processes and accurate issue documentation.
- Strong communication skills with the ability to explain technical information to non-technical users.
- Organized approach to managing multiple support requests while meeting response expectations.