Help Desk Analyst - HDA25-23607 Job at NavitsPartners, Chester, PA

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  • NavitsPartners
  • Chester, PA

Job Description

Job Title: Help Desk Analyst 2

Location: Chester, PA 19013 (100% On-Site)

Duration: 1 Month Contract

Position Overview:

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

Required Qualifications:
  • 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

Preferred Qualifications:
  • 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

Job Tags

Contract work,

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