Help Desk Technician
1 day ago
Philadelphia
Our client is seeking an experienced Desktop Support Analyst to provide Level 2, white-glove technical support across multiple Philadelphia offices. This role backfills internal promotions and plays a key part in maintaining a polished, professional end-user support experience. The position is fully onsite in Center City and operates during standard Monday–Friday business hours. Candidates should bring strong troubleshooting skills, a customer-focused mindset, and experience supporting a corporate environment with mature IT processes. Responsibilities • Deliver onsite and phone-based support for hardware, software, system access, and connectivity issues., • Troubleshoot Windows OS, MS Office, VPN, login issues, workstation setups, and general application problems., • Administer Active Directory accounts, permissions, groups, MFA, and onboarding/offboarding workflows., • Support shared mailboxes and user entitlement updates in Exchange/O365., • Image, deploy, refresh, and update laptops as part of the ongoing hardware lifecycle., • Provide support for mobile devices (iOS/Android) and peripheral equipment., • Troubleshoot Wi-Fi/LAN, VPN, and basic network connectivity; support Citrix environments as applicable., • Maintain and troubleshoot HP and Canon printers., • Participate in the Cisco call queue rotation as well as walk-up/Genius Bar style support., • Manage incidents, service requests, and workflows within ServiceNow., • Assist with hardware inventory, small-scale shipping/receiving, and procurement coordination., • Perform occasional visits to regional offices to provide hands-on support., • Maintain documentation and contribute to a shared knowledge base., • Follow established procedures and escalate complex issues to senior engineering teams as needed. Requirements Required • 2–3 years of corporate Help Desk or Desktop Support experience., • Strong troubleshooting skills in Windows OS, MS Office, workstation setup, and general end-user support., • Hands-on experience with Active Directory (accounts, permissions, groups, MFA)., • Familiarity with VPN, Wi-Fi, and basic networking fundamentals., • Experience with ticketing systems (ServiceNow strongly preferred)., • Experience in a call queue environment (Cisco preferred)., • Hardware/software support experience including imaging, laptops, peripherals, and mobile devices., • Ability to provide polished, professional, white-glove support to end users., • Ability to work fully onsite in Center City Philadelphia., • Clear communication skills and strong customer service presence., • Exposure to Azure or Microsoft Entra., • Experience with Intune, SCCM, or other MDM tools., • Citrix support experience., • PowerShell familiarity., • Experience supporting executives or highly technical user groups.