Helpdesk Analyst I

The Helpdesk Analyst I serves as the first point of contact for employees and contractors’ IT needs, delivering level 1 support and request fulfillment. This onsite role is based in Bryn Mawr, PA, covering support across hardware, software, applications, remote access, and user accounts.

Core Responsibilities

• Deliver company-wide level 1 plus IT support for supported hardware, software, applications, remote access, and user accounts.
• Respond to help desk communications including phone support, employee self-service tickets, walk-up requests, and email messages.
• Record and maintain accurate request documentation using tracking software.
• Configure BYOD mobile devices with enterprise mobile device management (MDM) using Intune to enable email and application access.
• Support network accounts within a Windows environment using Active Directory tools, including disabling user accounts and performing password resets.
• Maintain a positive end-user experience by ensuring users receive the help they need, with willingness to go the extra mile, ask questions, and apply new skills.
• Self-manage assigned work and tickets with minimal supervision, taking ownership of outcomes.
• Follow documented procedures to resolve incidents and fulfill requests, including searching completed tickets for applicable solutions.
• Contribute to team discussions and project meetings.
• Perform other duties assigned by the manager.

Required Qualifications

• High school graduate (or equivalent) with business courses and three years’ experience in a general business environment.
• Strong written and oral communication skills.
• Experience with personal computers, MS Office products, and general office procedures.
• Ongoing development and maintenance of technical skills to support end users at a high quality level.
• Ability to work independently on assigned tasks.
• Customer orientation, strong organizational skills, and the ability to prioritize time-critical tasks.
• Flexibility to complete time-critical projects as needed.

Onsite Location and Schedule

• Location: Bryn Mawr, PA (onsite)
• Availability: Monday to Friday, 7:00am to 4:00pm

Tools, Systems, and Technologies

Active Directory, Active Directory tools, Outlook, OWA, Windows 10, Windows 11, Citrix, Office 365, Networked Printers & Drivers, DUO 2-Factor Authentication, Mersive Solstice, Intune, Remote Access via Citrix and VPN, Ivanti, Edge, Chrome browsers, Symantec Encryption, iOS, Android, BYOD phones, Wireless Connectivity, Workday, Bomgar, Palo Alto Global Protect VPN, SAP, Teams, Excel.

Reporting

This role reports to the Help Desk Supervisor.