Service Desk Analyst

Job Description

Service Desk Analyst

• Provide level 2 end‑user support, monitoring and responding to support tickets in the ITC queue(s).
• Document Service Desk ticket technical notes for escalation or resolution.
• Assist with Service Desk tickets in the regional ITC queue for all locations.
• Send corporate IT communications to internal customers.
• Support and maintain PCs: set up and deploy new employees, train on PC usage, assign users and computers to Active Directory groups, perform timely hardware and software upgrades, troubleshoot hardware, connection, and software issues, coordinate with authorized vendors for PC repairs, monitor and remove malware, maintain PC hardware inventory, order standard equipment through approved vendors.
• Support firm software:
  Desktop Management post‑deployment issues, local software support, coordinate with Product Champion, upgrade local server software.
• Participate in team and projects: attend regional calls, assist other IT Coordinators, support corporate IT initiatives, test hardware/software changes, monitor ticket queues for SLA compliance, utilize knowledge base, complete projects such as IT focus groups, audit Active Directory permissions, reconcile software licenses, coordinate local vendor work for cabling, HVAC, phone, printer/fax, and IT facilities, handle office remodels or relocations.
• Maintain network file and print server: update networked applications, maintain daily tape backup and off‑site storage, report server issues, set up and maintain network printers, scanners, and MFDs, coordinate copier repairs with vendors.
• Provide phone support in centralized VoIP locations.
• Facilitate legal matters compliance: complete legal hold workstation procedures, preserve backup tapes and electronic media.
• Other duties as assigned.

• Minimum of 2 years of Level 2 helpdesk experience.
• Desktop support experience (including printer troubleshooting).
• Proficiency with Windows OS, MS Office, Outlook, and business applications.
• Experience with ticketing systems and remote tools.
• Strong customer service skills and ability to multitask.
• Experience with Active Directory—adding, moving, changing user accounts.
• Basic knowledge of hardware installation, upgrades, and repairs.
• Willingness to travel between Blue Bell and Philadelphia locations 2–3 days per week.
• Drug test required; ability to pass.
• Expert level technical knowledge preferred.