Job Description
Job DescriptionWe are looking for a Help Desk/Desktop Support Analyst to join a contract opportunity in Pennsylvania. This role supports day-to-day technology needs across the site by keeping end-user devices, productivity tools, and related hardware operating reliably. The position is ideal for someone who enjoys hands-on troubleshooting, clear communication with employees, and working across office and shop floor environments to resolve technical issues efficiently.
Responsibilities:
• Set up, update, and maintain desktops, laptops, and peripheral equipment so systems remain aligned with approved software versions and configuration standards.
• Deliver technical support for end users by diagnosing and resolving issues involving workstations, printers, projectors, and other connected devices.
• Record incidents, service activity, and resolution details in ServiceNow to ensure accurate tracking and timely follow-up.
• Manage device inventory records and document equipment changes, including workstation deployments, relocations, and removals through established change processes.
• Assist employees with Microsoft 365 support needs, including Outlook, Office applications, and OneDrive, as well as common mobile device issues on Android and Apple platforms.
• Provide user guidance on workstation operation, business applications, and the local network environment to improve day-to-day effectiveness.
• Offer support for additional software tools and operational systems as needed, including equipment used within the shop floor environment with training provided.
• Move throughout a large facility, including stairways and production areas, to respond to support requests and complete on-site technical assistance.• Hands-on experience troubleshooting desktops and laptops running Windows operating systems in an end-user support setting.
• Working knowledge of Microsoft Office applications, antivirus tools, network printing, backup and recovery concepts, and basic software deployment methods.
• Familiarity with networking fundamentals such as TCP/IP, routing, and general connectivity troubleshooting.
• General understanding of technologies such as network servers and Citrix environments.
• Strong verbal and written communication skills with the ability to provide effective customer support and practical problem resolution.
• Eligibility to work in the U.S. is required.
• An associate degree in Computer Science or a related field is preferred.
• Two or more years of desktop support experience and the ability to obtain and maintain a DoD Secret security clearance are preferred.