Information Technology

Sr. Helpdesk Support Analyst  Wayne, PA  
Job Description

Job ID#:


Job Category:

Information Technology

Position Type:


A financial services client of ours is currently in the process of scaling their internal IT team and growing their HelpDesk function.  Currently, they are looking for a Sr. Level 1/2 Support Analyst to join their team based in Wayne, PA. The Support Analyst position will be responsible for providing first level help desk support by answering, evaluating and prioritizing incoming telephone, voicemail and email requests from both corporate and remote personnel with hardware, software, networking and other computer related problems.  This position will also be responsible for escalating requests as appropriate to other IT team members.  

  • Remotely install new hardware and software upgrades in accordance with established procedures and software licensing agreements
  • Assist in the set-up and installation of new personal computer equipment
  • Accurately document issues for knowledge base
  • Monitor computer virus activity and assist in the deployment of virus protection software on personal computers
  • Assist in administration of computer equipment changes resulting from personnel changes, including new hires, terminations, transfers, etc.
  • Assume additional responsibilities and perform special projects as needed or directed
  • Work with and train end-users with various degrees of computer knowledge
  • Perform duties with a high level of accuracy and document the results of efforts
  • Work independently with minimal supervision

Job Requirements


  • Associates or Technical degree required along with 3-5 years of experience in a corporate IT support function.
  • Experience supporting and troubleshooting Windows 10 PCs, Microsoft Office suite, hardware peripherals (printers, etc.), VOIP phones, etc.
  • Basic understanding of computer networks (IP addresses, wifi, VPN configurations, etc.)
  • Experience supporting mobile devices (phones/tablets)
  • Experience working with a trouble ticket system and triaging/escalating issues as appropriate.  
  • Well-developed analytical and problem solving abilities
  • Effective time management skills and strong attention to detail
  • Effective team player
  • Able to apply common sense understanding to carry out complex instructions furnished in written, oral or diagram form
  • Effective oral and written communication skills and strong interpersonal skills
  • Strong administrative and organization skills
  • Flexibility to work day, evenings and weekends as needed


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