Service Desk Analyst

  • Location: Blue Bell, Pennsylvania
  • Type: Contract To Hire
  • Job #161636
firstPRO is looking for a Service Desk Analyst for our client located in Blue Bell, PA. This is a hybrid role, and candidates must anticipate being on-site at least three days per week. This is a contract-to-hire role, with compensation up to $25/hr., based on experience.


  • Answers incoming technical support phone calls in a high-volume environment and enters all pertinent information and updates of the reported issues into a ticket tracking application. Analyzes and documents reported issues and outages. Determines severity, impact, and nature of reported issues.
  • Delivers high levels of customer service at all times and ensures compliance with contracted Service Level Agreements (SLAs)
  • May provide technical support for any or all the following: desktops, laptops, network connectivity, business applications, voice-over-IP telephone systems, and resetting network and application passwords according to information security guidelines.
  • May occasionally provide desk side services as required including installs, system configuration, hardware break/fix and advanced technical support.
  • Proactively checks the Service Desk queue for open tickets.
  • Aid other team members when needed.
  • Participate in project-based activities including system builds, moves, and installs, and other projects.


  • Bachelor’s degree in computer science, Information Systems or related field or Certificate from a Technical School/Institute
  • 2-3 years of service desk experience required.
  • Good inter-personal skills – lively and enthusiastic personality
  • Customer service-oriented approach
  • Prior work experience with incident tracking and call management tools
  • Experience working in a managed environment with call handling metrics and SLAs.
  • Willingness and enthusiasm to master new software products and releases.
  • Organizational and time management skills.
  • Desire and ability to develop skills through on the job learning and formal training courses.
  • Ability to converse will all levels of customer.


  • Microsoft Office 365 / SharePoint Online / OneDrive / Microsoft Teams
  • Microsoft Windows 7/10 OS configuration, support, and troubleshooting.
  • Network administration in Windows Active Directory / Azure Active Directory
  • Connectivity and networking support and troubleshooting.
  • Remote support tools (LogMeIn Rescue)
  • Remote software installation technologies
  • Use and support of MS Office Suite applications.
  • PC hardware installation, configuration, and troubleshooting.
  • Use, support, and configuration of Voice over IP telephone systems
  • Support and troubleshoot enterprise applications, client server and web based.


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