Help Desk Analyst / Desktop Support Tech

Tech Army, LLC; Philadelphia (Philadelphia County); On-site; USD 52,000 - 78,000; Full time

Job summary

Tech Army, LLC is seeking a hands-on Helpdesk Analyst / Desktop Support Tech in Philadelphia, PA to provide Tier 1–2 end-user support, desktop imaging, software troubleshooting, and mobile device support for a 12-month engagement.

You'll install and configure desktops, laptops, printers, and peripherals; troubleshoot Windows OS, Office, Outlook; assist with network connectivity and VPN/VoIP environments; document issues and escalate complex problems to Tier 3 while supporting inmate education

Qualifications

• Minimum 2 years of experience in a single point of contact help desk.
• Experience with Jira Service Management Helpdesk application.
• Experience with GroupLink's eHelpdesk platform.
• Experience with Genesys Cloud contact center platform.
• Strong teamwork and organizational skills.
• Excellent analytical and problem-solving abilities.

Responsibilities

• Provide Tier 1–2 desktop and end-user technical support.
• Install, configure, image, and troubleshoot desktops and laptops.
• Support Windows OS, Office, Outlook, printers, scanners, and peripherals.
• Install and support mobile devices.
• Troubleshoot hardware, software, and basic LAN connectivity issues.
• Assist with software deployments and hardware refreshes.
• Support VPN and VoIP environments.
• Document issues and resolutions; escalate complex problems to Tier 3.

Skills

End-user support

Team collaboration

Analytical problem solving

Oral & written communication

Tools

Jira Service Management

GroupLink eHelpdesk

Genesys Cloud

Job description

Job Title: Helpdesk Analyst / Desktop Support Tech

Location: Philadelphia, PA

Duration: 12 months + potential ext

We’re looking for a hands-on Helpdesk Analyst / Desktop Support Tech to provide Tier 1&2 technical support, desktop deployment, hardware/software troubleshooting, and mobile device support, and basic network infrastructure.

What You’ll Do

• Provide Tier 1&2 desktop and end-user technical support
• Install, configure, image, and troubleshoot desktops and laptops
• Support Windows OS, Microsoft Office, Outlook, printers, scanners, and peripherals
• Install and support mobile devices
• Troubleshoot hardware, software, and basic LAN/network connectivity issues
• Install/support network equipment, including switches and Wireless Access Points (WAPs)
• Assist with software deployments, upgrades, and hardware refreshes
• Support VPN and VoIP environments
• Document issues, resolutions, and **escalate** complex problems to Tier 3 support
• Support technology within inmate education labs, including PC/server imaging, software installation, Group Policy, inventory, and troubleshooting

Requirements

• Minimum 2 years of experience working in a single point of contact help desk
• Experience using Jira Service Management Helpdesk application
• Experience using GroupLink's eHelpdesk platform
• Experience using Genesys Cloud contact center and customer experience platform
• Great team-oriented interpersonal skill
• Great organizational skills
• Excellent analytical and problem-solving skills
• Strong oral and written communications skills (technical and non-technical)
• Robust understanding of the ACD system and trouble ticket process