Service Desk Analyst

  • Location: Norristown, Pennsylvania
  • Type: Contract To Hire
  • Job #162222
firstPRO is seeking a qualified Service Desk Analyst for our client, a large technical consulting organization based out of Pennsylvania. They are seeking someone with experience in O365, MS Windows, and support/troubleshooting.

Job Details                  

  • Compensation: Up to $30/hour with weekly pay
  • Contract to Hire
  • Hybrid
  • Schedule: Monday through Friday, 8:00 AM to 5:00 PM

Duties and Responsibilities:

  • 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
  • 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

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