Service Desk Analyst

Beacon Hill; Malvern (Chester County); Hybrid; USD 50,000 - 55,000; Full time

Job summary

Beacon Hill in Malvern, PA seeks a Service Desk Analyst to act as the first contact for IT incidents and requests in a hybrid setup. You will diagnose issues across Windows, Microsoft 365, and network connectivity, while delivering exceptional customer service.

Responsibilities include device provisioning, AD/Azure AD administration, and documenting resolutions. The ideal candidate has 3+ years of service desk experience, hands-on Intune, and solid ticketing-system skills to meet SLAs.

Qualifications

• 3+ years in a Service Desk, Help Desk or Desktop Support role.
• Hands-on experience with Microsoft Intune for enrollment, deployment, and policy management.
• Experience with Microsoft 365, Active Directory, and Windows OS.
• Familiarity with ticketing systems (ServiceNow, Remedy, Jira Service Management).
• Strong troubleshooting across hardware, software, networking, and mobility.
• Excellent communication and customer service skills.
• Ability to prioritize multiple requests and work well in a team.

Responsibilities

• Serve as the first point of contact for IT incidents and service requests via phone, email, chat, and ticketing.
• Diagnose and resolve issues related to Windows devices, Microsoft 365, hardware, software, printers, and network connectivity.
• Provision, configure, deploy, and maintain laptops, desktops, and mobile devices.
• Administer user accounts in Active Directory and Microsoft Entra ID (Azure AD).
• Escalate complex issues and track incidents through resolution.
• Document troubleshooting steps, resolutions, and knowledge base articles.
• Maintain IT security policy compliance.
• Deliver excellent customer service while meeting SLAs.

Skills

Service Desk/Help Desk 3+ years

Intune device enrollment & policy mgmt

Microsoft 365 / Active Directory / Win

Troubleshooting across hardware, apps,

Ticketing systems (ServiceNow, Remedy,

Teamwork & prioritization

Tools

Microsoft Intune

ServiceNow

Remedy

Jira Service Management

Job description

Service Desk Analyst (T1468698-PHI) Malvern, Pennsylvania

Salary: USD50000 - USD55000 per year

Location: Hybrid Malvern, PA (2-3 days on site per week)

Responsibilities

• Serve as the first point of contact for IT-related incidents and service requests via phone, email, chat, and ticketing systems.
• Diagnose and resolve issues related to Windows devices, Microsoft 365, hardware, software, printers, and network connectivity.
• Provision, configure, deploy, and maintain laptops, desktops, and mobile devices.
• Perform user account administration in Active Directory and Microsoft Entra ID (Azure AD).
• Escalate complex issues to appropriate support teams and track incidents through resolution.
• Document troubleshooting steps, resolutions, and knowledge base articles.
• Maintain compliance with IT security policies and procedures.
• Deliver excellent customer service while meeting established SLAs.

Required Qualifications

• 3+ years of experience in a Service Desk, Help Desk, or Desktop Support role.
• Hands-on experience supporting Microsoft Intune for device enrollment, application deployment, and policy management.
• Experience with Microsoft 365, Active Directory, and Windows operating systems.
• Familiarity with ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar.
• Strong troubleshooting skills across hardware, software, networking, and mobile devices.
• Excellent communication and customer service skills.
• Ability to prioritize multiple requests and work effectively in a team environment.