IT Help Desk Analyst

Join an onsite Level 1 IT support team in Bensalem/Philadelphia, delivering first-line service for managed services clients.

Responsibilities

• Act as the first point of contact for support requests via phone, email, and the ticket portal
• Triage, prioritize, document, and resolve incidents and service requests; escalate cleanly when the issue is beyond Level 1 scope
• Troubleshoot and resolve computer, application, and connectivity issues for business and education clients using Windows and enterprise software
• Support managed services including Microsoft 365 and Hosted Exchange, VoIP, network monitoring, endpoint protection, and backup administration
• Work on operating system, Microsoft Office, printer, mobile device, backup, and network connectivity troubleshooting
• Perform user account administration in Active Directory and Microsoft 365 (onboarding, offboarding, permissions, and password resets)
• Coordinate hardware break-fix workflows, including warranty claims, RMAs, loaner equipment, and vendor follow-up
• Stage, image, configure, and deploy workstations, laptops, printers, and peripherals
• Use automated monitoring and RMM alerting to identify and escalate systemic issues, without waiting for client reports
• ticket notes, time entries, and asset records; keep detailed logs and maintain strict security standards
• Create and update technical documentation and SOPs to MTG documentation standards
• Provide status reporting to your manager for work completed within defined timeframes
• Communicate professionally with clients, vendors, and internal technical staff

Requirements

• Completed college degree: Associate’s or Bachelor’s in any field of study (degree in IT, MIS, Computer Science, or related discipline preferred)
• If degree is not IT/technical: must hold CompTIA A+ and CompTIA Network+ certifications
• 2+ years of desktop support or help desk experience, plus administrative support of IT systems in a business/corporate environment
• Hands-on experience with Microsoft operating systems and PC hardware (macOS experience is a plus)
• Strong written and verbal communication skills; effective customer relations with internal/external stakeholders
• Ability to multi-task and prioritize in a high-volume ticket environment
• “Can do” mindset with take ownership through to resolution
• Valid driver’s license and clean driving record

Technologies

• Windows 10/11, Windows Server
• Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive
• Active Directory, Entra ID, Group Policy
• Microsoft Office
• TCP/IP, DNS, DHCP, VPN clients, wireless connectivity
• iOS, Android, MDM
• VoIP, softphone
• RMM platforms, PSA/ticketing systems

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan

Location and Travel

• Onsite position based at the Bensalem / Philadelphia, PA corporate office with minimal travel
• MTG provides a company vehicle for business-related travel outside the office

Schedule

• 8 hour shift, day shift
• Monday to Friday
• Weekends as needed

Preferred Certifications

• CompTIA A+ (required where the degree is non-technical)
• CompTIA Network+ and Security+
• Microsoft certifications, including MS-900, AZ-900, or Microsoft Certified Professional equivalents
• Hardware vendor break-fix certifications (Dell, HP, Lenovo)
• Cisco CCNA, VMware, or other networking and systems certifications

Pay

• $33,000 - $55,000 per year

How to Apply

• Submit a resume and a brief cover letter to [email protected]
• Include “IT Help Desk Analyst” in the subject line
• Applications are reviewed on a rolling basis
• A resume must be submitted to be considered
• Work location: in person