IT Helpdesk Analyst I — First‑Line Tech Support

Aqua, Inc.; Bryn Mawr (PA); On-site; USD 42,000 - 64,000; Full time

Job summary

Essential Utilities, Inc. is seeking a Helpdesk Analyst I to join the IT team at the Bryn Mawr, PA office. You will provide first-level IT support to employees and contractors via phone, email, and self-service requests.

You will handle hardware, software, applications, remote access, and user account issues, documenting requests in Ivanti, and ensuring a positive customer experience with timely resolutions. This role follows a Monday–Friday daytime schedule.

Qualifications

• High school diploma or equivalent with business courses and three years of general business experience.
• Must have excellent written and oral communication skills.
• Must have experience with personal computers, MS Office products and general office procedures.
• Continually develops and maintains technical skills for high-quality end-user support.
• Ability to work independently on assignments.
• Customer oriented with excellent organizational skills and ability to prioritize tasks.
• Flexibility to work through time-critical projects to completion.

Responsibilities

• Provide level 1+ IT support for hardware, software, apps, remote access, and user accounts.
• Log and track all requests using Ivanti; respond via phone, email, self-service.
• Work Monday to Friday, 7:00am to 4:00pm.
• Setup BYOD devices using Intune for email/app access.
• Support Windows AD accounts including password resets.
• Ensure end users have a positive experience and escalate when needed.
• Self-manage tickets with minimal supervision; follow procedures and learn new skills.
• Participate in team discussions and project meetings; perform other duties as assigned.

Skills

Excellent written and oral comms

Customer oriented

Strong organizational skills

Education

High school diploma with business courses

Tools

Active Directory

Outlook/OWA

Windows 10/11

Citrix

Office 365

Ivanti ticketing

Intune

VPN/Remote access

Palo Alto GlobalProtect

Bomgar

Workday

SAP

Edge/Chrome

Job description

Essential Utilities, Inc. is seeking a Helpdesk Analyst I to join the IT team at the Bryn Mawr, PA office. You will provide first-level IT support to employees and contractors via phone, email, and self-service requests.

You will handle hardware, software, applications, remote access, and user account issues, documenting requests in Ivanti, and ensuring a positive customer experience with timely resolutions. This role follows a Monday–Friday daytime schedule.