Job Description

Our client is seeking an experienced Desktop Support Analyst to provide Level 2, white-glove technical support across multiple Philadelphia offices. This role backfills internal promotions and plays a key part in maintaining a polished, professional end-user support experience. The position is fully onsite in Center City and operates during standard Monday–Friday business hours. Candidates should bring strong troubleshooting skills, a customer-focused mindset, and experience supporting a corporate environment with mature IT processes.

Responsibilities

• Deliver onsite and phone-based support for hardware, software, system access, and connectivity issues.
• Troubleshoot Windows OS, MS Office, VPN, login issues, workstation setups, and general application problems.
• Administer Active Directory accounts, permissions, groups, MFA, and onboarding/offboarding workflows.
• Support shared mailboxes and user entitlement updates in Exchange/O365.
• Image, deploy, refresh, and update laptops as part of the ongoing hardware lifecycle.
• Provide support for mobile devices (iOS/Android) and peripheral equipment.
• Troubleshoot Wi-Fi/LAN, VPN, and basic network connectivity; support Citrix environments as applicable.
• Maintain and troubleshoot HP and Canon printers.
• Participate in the Cisco call queue rotation as well as walk-up/Genius Bar style support.
• Manage incidents, service requests, and workflows within ServiceNow.
• Assist with hardware inventory, small-scale shipping/receiving, and procurement coordination.
• Perform occasional visits to regional offices to provide hands-on support.
• Maintain documentation and contribute to a shared knowledge base.
• Follow established procedures and escalate complex issues to senior engineering teams as needed.

Requirements

Required

• 2–3 years of corporate Help Desk or Desktop Support experience.
• Strong troubleshooting skills in Windows OS, MS Office, workstation setup, and general end-user support.
• Hands-on experience with Active Directory (accounts, permissions, groups, MFA).
• Familiarity with VPN, Wi-Fi, and basic networking fundamentals.
• Experience with ticketing systems (ServiceNow strongly preferred).
• Experience in a call queue environment (Cisco preferred).
• Hardware/software support experience including imaging, laptops, peripherals, and mobile devices.
• Ability to provide polished, professional, white-glove support to end users.
• Ability to work fully onsite in Center City Philadelphia.
• Clear communication skills and strong customer service presence.
• Ability to convert to full-time after the contract period.

Preferred

• Exposure to Azure or Microsoft Entra.
• Experience with Intune, SCCM, or other MDM tools.
• Citrix support experience.
• PowerShell familiarity.
• Experience supporting executives or highly technical user groups.

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