Hybrid Help Desk Analyst

  • Location: Blue Bell , Pennsylvania
  • Type: Contract To Hire
  • Job #158625

firstPRO is seeking a qualified Help Desk Analyst for our client, a large insurance organization based out of Pennsylvania. They are seeking someone adept in password resets/account unlocks, Microsoft Office 2016 troubleshooting, and connectivity/performance issues.


Help Desk Analyst

Job Details

  • Compensation: $23 – $25/hour with benefits (Health, Dental, Vision)
  • Type: Contract to Hire
  • Location: Blue Bell, Pennsylvania
  • Hybrid
  • Schedule: 8:00 AM to 5:00 PM as Contractor, 7:00 AM to 5:00 PM as FTE


Job Responsibilities

  • Respond to requests for technical assistance via phone, via e-mail or in person
  • Provide first level technical support and assistance and assign complex and/or high priority problems to the appropriate support groups for resolution
  • Utilize available monitoring tools to identify problem
  • Diagnose and resolve technical hardware and software issues when possible and redirect issues to the correct resources when necessary
  • Determines the most effective manner to resolve user's technical issue.
  • Engages in research and in-depth troubleshooting to resolve technical issues.
  • Records required user and problem information in the HEAT Call Ticket System.
  • Updates tickets with appropriate journal entries of activities and closes tickets with resolution.
  • Follow standard Help Desk procedures
  • Ensure resolutions are properly documented in HEAT First Level Support database
  • Research questions using information resources
  • Follow up with users to ensure issues has been resolved Identify and escalate situations requiring urgent attention
  • Administer user account creation/changes/terminations
  • Provides off-hours technical support, based on an on-call team rotation schedule
  • Provides On Call After Hours support(rotation)
  • Escalate Verizon MPLS issues when necessary
  • Assist Help Desk Coordinator with issues that the Helpdesk Coordinator is unable to resolve


Job Requirements

  • Associate degree in IT or related field with A+ or related certifications
  • Five years equivalent work experience in depth knowledge and experience supporting PC hardware for desktops and laptops, Active Directory, Network troubleshooting, Windows 7, Windows 8.1 and Windows 10 operating systems
  • Microsoft Office 2016 Knowledge and experience with Lotus Notes, Ivanti HEAT, Hitachi Password Manager, TeamViewer, IntelliAdmin
  • Android and IOS Smart phones are a plus
  • Knowledge and experience with 10 Zig, VMWare Horizon client, VPN and Remote Access Ability to perform diagnostics, identify problems and provide resolutions in a timely manner
  • Understanding of Network Topology and how different nodes in a network are connected to each other and how they communicate
  • Excellent oral and written communication skills.
  • Must be able to clearly communicate technical guidance and instructions to users via telephone and email.
  • Ability to multi-task and work under stressful situations
  • Ability to read and interpret technical documents and procedure manuals




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