SupportJobs.io
← Back to all jobs
Wistar

Help Desk Analyst

Wistar
Philadelphia, PA Full time Posted 12h ago
Customer Support End User Support Hardware Support Help Desk Support Information Technology (IT) Technical Support Windows
Apply Now

Job Description

Wistar is seeking a Help Desk Analyst to deliver first-line technical support on-site in Philadelphia, PA. In this role, you will help users with day-to-day technology needs across desktops, laptops, mobile devices, printers, telephones, and related peripherals, handling setup, configuration, and Tier 1 troubleshooting.

What you’ll do

  • Provide first-tier support for desktop, laptop, and mobile device hardware and software, along with printers, telephones, and other related equipment.
  • Assist with maintaining an inventory of IT assets.
  • Resolve and document issues reported through a ticketing system.
  • Manage and prioritize assigned issues and tickets to ensure they are handled appropriately.
  • Deliver customer service aligned with customer satisfaction expectations.
  • Complete assigned IT initiatives within agreed-upon timeframes to meet user expectations.
  • Document work using Standard Operating Procedures and share feedback with IT Leadership on potential process improvements.
  • Manage assigned projects, determining suitable technology solutions and implementation timelines independently.
  • Create, review, and maintain technical documentation.
  • Stay current with technology and maintain expert knowledge of the organization’s supported hardware and software.
  • Support a wide range of customers and colleagues while providing technical support that meets high standards.
  • Handle other tasks and special projects as directed.
  • Maintain flexibility to work outside normal business hours when emergencies or additional support needs arise.
  • Protect organizational value by keeping information confidential.

Core requirements

  • Education: AA/AS or BS in Computer Science, or a combination of relevant education, IT certifications, and relevant experience.
  • Minimum 1 year of experience supporting and troubleshooting desktops, laptops, and other peripheral devices.
  • Minimum 1 year of experience with operating systems including Windows, macOS, iOS, and Android.
  • Minimum 1 year of experience working with Microsoft Office Suite Applications.
  • Minimum 1 year of experience with applicable workstation support.
  • Strong customer service orientation and the ability to explain technical information clearly to technical and non-technical audiences.
  • Ability to work independently and collaboratively as part of a team.

Technologies

  • Windows
  • macOS
  • iOS
  • Android
  • Microsoft Office Suite Applications

Benefits

  • Competitive salary and an excellent benefits package.

Highly desired

  • Experience with productivity software such as Adobe Suite applications.
  • Experience configuring, deploying, and supporting client systems in a highly managed environment.
  • Experience with Linux platforms such as Ubuntu and/or CentOS.
  • Experience with Active Directory and M365 Administration.
  • Experience with Endpoint Security Solutions.
  • Experience with Virtual Desktop delivery platforms such as VMware.
  • Basic networking (DHCP, VLAN, and wireless network configurations).
  • Manufacturer and/or IT certifications (Dell, HP, Apple; CompTIA ITF+, A+, Network+, Security+).
  • Experience in a biological laboratory computing environment.

Similar Jobs