Pennsylvania Staffing
Tier 1 Help Desk Analyst
Beacon Hill was founded to set a new standard in search, career placement and flexible staffing. Location: Hybrid Philadelphia - 3 days remote/ 2 days in office per week Duration: Ongoing multi year contract We are seeking a Tier 1 Help Desk Analyst to provide first-level technical support for end users across the organization. This role is the front line of IT support - responsible for troubleshooting hardware, software, and network issues, managing support tickets, and ensuring timely resolution or escalation of user requests. Responsibilities: Serve as the first point of contact for all IT support requests via phone. Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and common business applications. Assist with password resets, account access, and basic network connectivity issues. Log, categorize, and track all incidents in the IT ticketing system (e.g., ServiceNow, Jira, Zendesk). Escalate complex issues to Tier 2 or Tier 3 support when necessary, providing clear documentation. Support software installations, updates, and configuration of end-user devices. Provide excellent customer service and clear communication with non-technical users. Required: Technical support exposure and excellent customer service skills Strong customer service attitude and sense of urgency with a proactive approach Enthusiastic answers/personality on calls Familiarity with IT concepts Technically capable of password resets, windows support, server support Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply. California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Beacon Hill was founded to set a new standard in search, career placement and flexible staffing. Location: Hybrid Philadelphia - 3 days remote/ 2 days in office per week Duration: Ongoing multi year contract We are seeking a Tier 1 Help Desk Analyst to provide first-level technical support for end users across the organization. This role is the front line of IT support - responsible for troubleshooting hardware, software, and network issues, managing support tickets, and ensuring timely resolution or escalation of user requests. Responsibilities: Serve as the first point of contact for all IT support requests via phone. Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and common business applications. Assist with password resets, account access, and basic network connectivity issues. Log, categorize, and track all incidents in the IT ticketing system (e.g., ServiceNow, Jira, Zendesk). Escalate complex issues to Tier 2 or Tier 3 support when necessary, providing clear documentation. Support software installations, updates, and configuration of end-user devices. Provide excellent customer service and clear communication with non-technical users. Required: Technical support exposure and excellent customer service skills Strong customer service attitude and sense of urgency with a proactive approach Enthusiastic answers/personality on calls Familiarity with IT concepts Technically capable of password resets, windows support, server support Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply. California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.