Desktop Support Analyst

Job Description

We are looking for a skilled IT Lead to join our team on a long-term contract basis in Philadelphia. In this role, you will provide hands-on support for IT systems, troubleshoot hardware and software issues, and enhance employee digital experiences. This is an exciting opportunity to collaborate with a forward-thinking IT team and contribute to the delivery of innovative technology solutions. For immediate consideration, please contact Abigail Fox.

Responsibilities:

• Manage and mentor a small team of IT professionals, fostering collaboration and ensuring high-quality service delivery.

• Develop and implement strategies to improve employee digital experiences, focusing on automation and process optimization.

• Provide technical support for hardware and software issues, including troubleshooting and resolving complex problems.

• Oversee the deployment and maintenance of IT equipment, ensuring smooth onboarding and equipment refresh processes.

• Collaborate with vendors to manage outsourced services, negotiate contracts, and monitor service level agreements.

• Utilize the ServiceNow platform to ensure efficient and timely resolution of technology-related issues.

• Enhance employee digital literacy by designing initiatives that promote the effective use of tools such as the O365 platform.

• Work closely with security teams to ensure compliance with data protection policies and implement robust security practices.• Bachelor's degree in computer science or a related field, or 10+ years of relevant IT systems management experience without a degree.

• At least 7 years of experience in IT systems management, including 5 years in a leadership role.

• Expertise in enterprise-level desktop support, including hands-on knowledge of IT hardware and software deployment.

• Proficiency in troubleshooting PC, mobile devices, and other employee technology solutions.

• Familiarity with platforms such as Active Directory, Citrix, and Cisco technologies.

• Experience with backup technologies and configuration management systems.

• Strong understanding of Apple and Dell technologies, as well as Android development.

• Excellent communication and problem-solving skills, with the ability to manage multiple priorities effectively.