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Desktop Support Analyst

Berwyn, PA

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Our client has an immediate need for a Desktop Support Analyst.  This is a 6 month contract to hire position.  The work locations will be Berwyn, PA and North Wales, PA so you must be able to get to both locations to be considered.


  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries by receiving, logging and managing calls via telephone and email
  • Perform 1st and 2nd line support - troubleshooting of IT related problems from in-house software Laptops, PCs, Printers, Local Servers, Phones and VPN
  • Perform Desktop imaging/reimaging of Laptops/PCs through SCCM/PXE Boot
  • Setup and configure Desk and Mobile phones. Perform procurement of new phones.
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. Manage access to data shares. Patching of Windows 7 servers.
  • Monitor local backup status
  • Perform Hardware recycling of old or returned equipment and hard drive data wiping and destruction per Data Destruction policy
  • Manage application access to Corporate financial systems
  • Provide support for Executive meetings, video/audio conferencing and presentations
  • Provide basic in-house training in MS Office 365 applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • Draft and publish knowledge base articles to assist staff and customers with requests for information & provide training if required
  • Log all calls and support requests in the Service Desk Call Logging system
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Escalate unresolved issues to the appropriate support team
  • Advise management of critical customer support issues or dissatisfaction
  • Travel between Berwyn and North Wales as needed


Job Requirements


  • Excellent communication skills and telephone manner
  • Excellent organizational skills
  • At least 2 years previous IT Service Desk and/or Desktop Support experience required
  • Incident Management experience – Managing incidents including business expectations and communication
  • Basic User & Security Group Active Directory administration experience
  • Strong knowledge of Microsoft based operating systems and Office applications.
  • Basic knowledge and experience troubleshooting network connectivity
  • A self-motivated achiever who gains satisfaction from providing excellent customer service
  • ITIL V3 certification is desirable
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