Help Desk Analyst

mPower Software Services is seeking a Help Desk Analyst to join onsite in Philadelphia as the frontline point of contact for IT support. In this contract role, you will leverage GroupLink’s Everything Helpdesk and Jira Service Management to resolve incidents and guide users, prioritizing strong customer service, clear communication, and effective problem-solving within a collaborative, process-driven setting.

Responsibilities

• Provide frontline IT support as the single point of contact with at least two years of relevant experience.
• Operate GroupLink’s Everything Helpdesk and Jira Service Management to track incidents and service requests.
• Deliver professional customer service and telephone etiquette while assisting users.
• Collaborate effectively with teammates and demonstrate solid organizational and interpersonal abilities.
• Apply analytical thinking to troubleshoot issues and manage trouble tickets within the ACD framework.
• Maintain an understanding of the ACD system and the lifecycle of trouble tickets.
• Keep accurate documentation of incidents and resolutions.

Requirements

• Minimum two years of experience in a single point of contact help desk role.
• Experience using GroupLink’s Everything Helpdesk application.
• Strong customer service skills and professional telephone etiquette.
• Team-oriented interpersonal skills and good organizational abilities.
• Analytical and problem-solving capabilities with solid written and verbal communication (technical and non-technical).
• Strong understanding of ACD systems and trouble-ticket processes.
• Experience with Jira Service Management.

Technologies

• GroupLink’s Everything Helpdesk
• Jira Service Management
• ACD system

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Job Types

• Full-time
• Contract

Salary

USD 48,000 - USD 54,000 per year

Schedule

• 8 hour shift
• Day shift

Experience

• Help desk: 2 years (Required)
• GroupLink Helpdesk: 1 year (Preferred)

Ability to commute

• Philadelphia, PA 19122 (Required)

Ability to relocate

• Philadelphia, PA 19122: Relocate before starting work (Required)

Work location

In person