Junior IT Helpdesk Technician — Windows & AD

Aqua; Bryn Mawr (PA); On-site; USD 52,000 - 65,000; Full time

Job summary

Essential Utilities, Inc. is seeking a Helpdesk Analyst to deliver first-line IT support for employees and contractors. You will respond to requests via phone, email, and self-service, log tickets, and ensure fast, friendly service.

You will configure BYOD devices with Intune and manage accounts in Active Directory, while collaborating with the IT Helpdesk team to resolve issues and drive a superior user experience.

Qualifications

• High school diploma or equivalent; three years of general business/IT support experience.
• Excellent written and oral communication skills.
• Experience with personal computers, MS Office, and standard office procedures.
• Continually develops and maintains technical skills to ensure high-quality end-user support.
• Ability to work independently and handle time-critical tasks with customer focus.

Responsibilities

• Provide level 1+ IT support for hardware, software, apps, remote access, and user accounts.
• Log and track requests accurately using Ivanti.
• Answer inquiries via phone, email, self-service, and walk-ups.
• Setup BYOD devices with enterprise MDM (Intune) for email and apps access.
• Manage Windows user accounts and passwords in Active Directory.
• Ensure a positive end-user experience and proactive issue resolution.
• Follow documented procedures and reference past tickets to resolve incidents.
• Participate in team discussions and project meetings.
• Perform other duties as assigned by the supervisor.

Skills

Active Directory Support Tools

Outlook & OWA

Windows 10/11

Citrix

Office 365

BYOD devices

MDM (Intune)

VPN & remote access

Ivanti ticketing

Edge/Chrome

Symantec Encryption

iOS/Android BYOD

Wireless networking

Workday

Bomgar

VPN security (Palo Alto GlobalProtect)

SAP

Teams

Excel

Education

High school diploma or equivalent

Three years’ IT helpdesk experience

Tools

Ivanti

Citrix

Intune

Palo Alto GlobalProtect VPN

Office 365

Active Directory

Symantec Encryption

Workday

Bomgar

Job description

Essential Utilities, Inc. is seeking a Helpdesk Analyst to deliver first-line IT support for employees and contractors. You will respond to requests via phone, email, and self-service, log tickets, and ensure fast, friendly service.

You will configure BYOD devices with Intune and manage accounts in Active Directory, while collaborating with the IT Helpdesk team to resolve issues and drive a superior user experience.