> Markdown version of [/jobs/ext/3418180-help-desk-analyst](https://www.wearedevelopers.com/jobs/ext/3418180-help-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Help Desk Analyst

- **Company:** FIRSTPRO INC
- **Location:** Conshohocken, PA, United States
- **Experience:** Experienced
- **Salary:** $58,240.0 - $62,400.0
- **Contract:** Permanent contract
- **Skills:** Active Directory, Apple IOS, Bomgar, Microsoft Outlook, Computer Networks, Multi-Factor Authentication, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Citrix Systems, Remote Access Technology, Peripherals, Windows Client
- **Published:** September 2, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d0221b62739b4a11

## About the Role

* 2+ years of Level 1 Help Desk / Service Desk experience
 * Experience in a phone- and ticket-driven support environment
 * Strong customer service and communication skills
 * Experience with password resets, MFA/2FA, remote access, and basic troubleshooting
 * Strong knowledge of Microsoft Office / Office 365
 * Experience with Windows environments and Active Directory
 * Ability to install drivers and troubleshoot basic hardware, software, and connectivity issues
 * Experience supporting mobile devices, including iOS and Android
 * Ability to work independently, manage assigned tickets, and prioritize tasks effectively
 * Strong problem-solving skills and good judgment regarding escalation

Ideal Candidate

The ideal candidate is customer-focused, dependable, personable, and comfortable working in a fast-paced Help Desk environment. You should enjoy helping non-technical users, be able to explain technical solutions clearly, and have the confidence to resolve common issues quickly without requiring constant supervision.

## Description

* Provide Level 1 technical support via phone, email, self-service tickets, and occasional walk-up assistance.
 * Troubleshoot hardware, software, application, account, and remote-access issues.
 * Perform password resets and assist with account-related requests using Active Directory.
 * Support Microsoft Office 365, Outlook, Windows 10/11, Teams, VPN, and Citrix.
 * Assist users with MFA/2-factor authentication, including Duo.
 * Support employee-owned iOS and Android devices and assist with BYOD setup and access.
 * Install drivers and troubleshoot network printers and other peripherals.
 * Use remote-support tools such as Bomgar to troubleshoot user systems.
 * Accurately document incidents and service requests in the ticketing system.
 * Take ownership of assigned tickets and follow established procedures and knowledge articles.
 * Resolve routine issues efficiently and escalate hardware or more complex technical problems when necessary.
 * Maintain a high level of customer service and ensure users receive a professional, positive support experience.