Job Title: Help Desk Analyst 2
Location: Chester, PA 19013 (100% On-Site)
Duration: 1 Month Contract
We are seeking an experienced Help Desk Analyst (Tier 2) to provide hands-on technical support for both hardware and software systems in a fast-paced environment. The ideal candidate will have at least five years of experience resolving complex support issues, managing support tickets, and delivering high-quality user support and training.
This position is fully on-site and requires strong communication, troubleshooting, and customer service skills.
Key Responsibilities:Provide Tier 2 technical support for hardware, software, and system issues
Act as an escalation point for high-priority technical concerns
Manage, monitor, and reassign support tickets to meet service level agreements (SLAs)
Offer hands-on assistance to both technical and non-technical users
Train users on hardware/software and develop training materials and documentation
Evaluate and test software and hardware for usability and effectiveness
Make recommendations for new policies, tools, or improvements
Serve as a subject matter expert for custom and commercial off-the-shelf (COTS) applications
Research and recommend alternative technical solutions when standard approaches do not apply
Communicate effectively with vendors regarding defective products or system issues
Write evaluations, user guides, and technical documentation
Stay current with industry best practices and technologies through self-study
5+ years of experience in Tier 2 hardware and software technical support
Proficiency with ticketing and call tracking systems (e.g., ServiceNow, Zendesk, etc.)
Experience managing and assigning technical support issues
Strong ability to develop and deliver end-user training and documentation
Excellent verbal and written communication skills
Proven ability to work independently and as part of a team
Strong customer service orientation
Bachelor’s degree in a related field or equivalent professional experience
Experience acting as a liaison between users and software developers
Familiarity with a wide range of operating systems, enterprise software, and hardware platforms
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