IT Help Desk Analyst

MTG IT & AV Professionals is adding a Level 1 IT Help Desk Analyst to the service desk at our Bensalem, PA headquarters. This is the front line of our managed services practice. You will be the first person our clients talk to when something breaks, and the person responsible for either fixing it or getting it into the right hands fast.

You will work in a fast-paced, multi-faceted environment supporting Windows desktops and servers, Microsoft 365, networking, printers, mobile devices, and the managed services we deliver to corporate and education clients. We are looking for a customer-service-oriented IT professional who takes ownership, communicates clearly, and drives problems to a stable resolution rather than a temporary one.

In return, you get exposure to a genuinely broad stack, senior engineers who will actually teach you, paid certification support, and a defined path toward Level 2, field, and specialized engineering roles., * Serve as the first point of contact for client support requests arriving by phone, email, and ticket portal

• Triage, prioritize, document, and resolve incidents and service requests, and escalate cleanly when the issue exceeds Level 1 scope
• Diagnose and resolve computer, application, and connectivity issues for business and education clients running Windows and other enterprise software
• Support our managed services offerings, including Microsoft 365 and Hosted Exchange, VoIP, network monitoring, endpoint protection, and backup administration
• Troubleshoot operating system, Microsoft Office, printer, mobile device, backup, and network connectivity issues
• Perform user account administration in Active Directory and Microsoft 365, including onboarding, offboarding, permissions, and password resets
• Coordinate the hardware break-fix process, including warranty claims, RMAs, loaner equipment, and vendor follow-up
• Stage, image, configure, and deploy workstations, laptops, printers, and peripherals
• Identify and escalate systemic issues surfaced by automated monitoring and RMM alerting rather than waiting for the client to call
• Maintain accurate ticket notes, time entries, and asset records; maintain strict security standards and detailed logs of events
• Create and update technical documentation and SOPs to MTG documentation standards
• Provide status reporting to your manager on work completed over defined timeframes
• Communicate professionally with clients, vendors, and internal technical staff

• Completed college degree, Associate’s or Bachelor’s, in any field of study. A degree in Information Technology, MIS, Computer Science, or a related technical discipline is preferred.
• Candidates whose degree is not in an IT or technical field must hold both CompTIA A+ and CompTIA Network+ certifications.
• Two or more years of desktop support or help desk experience, plus administrative support of IT systems, in a business or corporate environment
• Demonstrated hands-on experience with Microsoft operating systems and PC hardware (macOS experience a plus)
• Effective written and verbal communication skills, and strong internal and external customer relations skills
• Ability to multi-task and prioritize in a high-volume ticket environment
• A “can do” attitude with a “take ownership” approach through to resolution
• Valid driver’s license and clean driving record

TECHNICAL SKILLS

• Windows 10/11 desktop and Windows Server operating systems
• Microsoft 365 administration fundamentals: Exchange Online, Teams, SharePoint, OneDrive, licensing
• Active Directory and Entra ID: domains, users, groups, permissions, Group Policy basics
• Microsoft Office suite support in an enterprise environment
• PC and laptop hardware break-fix, imaging, and deployment
• Network and local printer and MFP installation and troubleshooting
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN clients, wireless connectivity, basic patching and cable testing
• Mobile device support for iOS and Android, including MDM basics
• VoIP handset and softphone deployment and troubleshooting
• Backup and endpoint protection monitoring and remediation
• MSP tooling: RMM platforms and PSA/ticketing systems (a plus, not a requirement)

PREFERRED CERTIFICATIONS

• CompTIA A+ (required where the degree is non-technical)
• CompTIA Network+ and Security+
• Microsoft certifications, including MS-900, AZ-900, or Microsoft Certified Professional equivalents
• Hardware vendor break-fix certifications (Dell, HP, Lenovo)
• Cisco CCNA, VMware, or other networking and systems certifications, * Have you completed a college degree (Associate’s degree or higher) in any field of study?
• If your degree is not in an IT or technical field, do you currently hold both CompTIA A+ and CompTIA Network+ or other comparable IT certification?
• How many years of help desk or desktop support experience do you have in a business or corporate IT environment?
• Are you comfortable working onsite full-time in Bensalem, PA, and traveling to customer sites as needed for installation and troubleshooting?
• Do you have a valid driver’s license?

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Dental insurance, * 8 hour shift, day shift
• Monday to Friday
• Weekends as needed, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan

For over 35 years, MTG IT & AV Professionals has been recognized as an award-winning, leading provider of Managed IT Solutions and Professional IT Services for the corporate and education sectors. MTG helps its customers reduce costs, optimize business performance, and meet strategic goals by providing a full complement of IT and AV solutions, hardware and support services, managed services, and hosted cloud solutions.

We pride ourselves on long-term client relationships, technical excellence, and a team-first culture where our people are supported with the tools, training, and trust they need to do great work.