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

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

Help Desk Analyst

Key skills