Service Desk Analyst

Beacon Hill; Philadelphia (Philadelphia County); Hybrid; USD 28,000 - 33,000; Full time

Job summary

Beacon Hill is seeking a Service Desk Analyst to deliver remote white glove IT support for employees and executives in a distributed environment. The role emphasizes proactive troubleshooting, ownership of incidents, and proactive system monitoring to sustain a seamless user experience.

Required experience includes 2+ years in corporate IT support, strong Windows/M365 troubleshooting skills, and hands-on familiarity with Active Directory and Azure AD/Entra ID, plus solid communication

Qualifications

• 2+ years of IT Support, Service Desk, Help Desk, Desktop Support, or End User Support experience in a corporate environment.
• Experience supporting users in a corporate enterprise environment.
• Strong troubleshooting skills across Windows operating systems, Microsoft 365 applications, and common business technologies.
• Experience with Active Directory, Azure AD/Entra ID, and user account administration.
• Familiarity with IT ticketing systems.
• Strong written and verbal communication skills.
• Ability to prioritize multiple support requests while meeting service level expectations.
• Exceptional customer service skills with a white glove support mindset.

Responsibilities

• Provide remote white glove technical support for employees, executives, and VIP users.
• Troubleshoot and resolve hardware, software, application, mobile device, and connectivity issues.
• Monitor IT systems, endpoints, and services to proactively identify and address issues before they impact users.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Diagnose and resolve issues related to Windows operating systems, remote access, VPN connectivity, printers, and collaboration tools.
• Perform user account administration, password resets, access management, and device provisioning.
• Support video conferencing and virtual meeting technologies.
• Utilize ticketing systems to document incidents, service requests, resolutions, and support activities.
• Collaborate with infrastructure, security, networking, and application support teams to resolve complex technical issues.
• Maintain ownership of support issues through resolution while providing timely user communication and updates.
• Develop and maintain support documentation, knowledge base articles, and standard operating procedures.
• Deliver a high level of professionalism, responsiveness, and customer satisfaction in every interaction.

Skills

Troubleshooting (Windows/M365)

Customer service (white glove)

Written & verbal communication

Prioritization under SLA

Team collaboration

Tools

Microsoft 365

Active Directory

Azure AD/Entra ID

VPN connectivity

IT ticketing systems

Job description

Service Desk Analyst (T1476026-PHI) Philadelphia, Pennsylvania

Salary: USD20 - USD24 per hour

Location: Remote but must be able to come to Philadelphia as needed for meetings and training.

Duration: 6+ month contract

We are seeking a Remote White Glove IT Support Specialist to provide exceptional technical support to employees, executives, and business stakeholders across a distributed environment. This role delivers concierge-level IT support while proactively monitoring systems, troubleshooting technical issues, and ensuring a seamless user experience for users.

Responsibilities

• Provide remote white glove technical support for employees, executives, and VIP users.
• Troubleshoot and resolve hardware, software, application, mobile device, and connectivity issues.
• Monitor IT systems, endpoints, and services to proactively identify and address issues before they impact users.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Diagnose and resolve issues related to Windows operating systems, remote access, VPN connectivity, printers, and collaboration tools.
• Perform user account administration, password resets, access management, and device provisioning.
• Support video conferencing and virtual meeting technologies.
• Utilize ticketing systems to document incidents, service requests, resolutions, and support activities.
• Collaborate with infrastructure, security, networking, and application support teams to resolve complex technical issues.
• Maintain ownership of support issues through resolution while providing timely user communication and updates.
• Develop and maintain support documentation, knowledge base articles, and standard operating procedures.
• Deliver a high level of professionalism, responsiveness, and customer satisfaction in every interaction.

Required

• 2+ years of IT Support, Service Desk, Help Desk, Desktop Support, or End User Support experience.
• Experience supporting users in a corporate enterprise environment.
• Strong troubleshooting skills across Windows operating systems, Microsoft 365 applications, and common business technologies.
• Experience with Active Directory, Azure AD/Entra ID, and user account administration.
• Familiarity with IT ticketing systems.
• Strong written and verbal communication skills.
• Ability to prioritize multiple support requests while meeting service level expectations.
• Exceptional customer service skills with a white glove support mindset.