What are the responsibilities and job description for the Service Desk Analyst position at Information Consulting Services?
Contract Details
- Location: Philadelphia, PA
- Duration: 03/27/2026 through 06/30/2026
About the Opportunity
This role serves as the first point of contact for end users, providing Tier 1 service desk support. You will troubleshoot and resolve incidents across hardware, software, operating systems, and peripherals; escalate Tier 2 issues as needed; and ensure an excellent customer service experience. The position requires strong troubleshooting, documentation, and communication skills, with an emphasis on consistent process execution and continuous service quality improvement.
Key Responsibilities
- Serve as the initial point of contact for user incidents and requests; track items to completion.
- Diagnose and resolve Tier 1 issues via phone, remote tools, and (as needed) on-site support.
- Evaluate issues to determine level of service required; escalate Tier 2 items to appropriate teams.
- Support end-user devices, PCs, printers, peripherals, and common enterprise applications.
- Maintain working knowledge across multiple operating systems, mobile devices, and hardware.
- Adhere to and improve Service Desk standards, processes, and ticket documentation quality.
- Manage Level 1 ticket queues, recommend categorization improvements, and coordinate assignments.
- Apply incident, problem, and change management practices where applicable.
Required Qualifications
- 2 years of End-User/Desktop or Service Desk (Tier 1) support experience.
- Proficiency supporting Microsoft Windows environments, including deployment/imaging, security, upgrades, and licensing/compliance.
- Hands-on experience with PCs, printers, peripherals, and mobile devices; basic telecom/network familiarity.
- Working knowledge of TCP/IP networking fundamentals.
- Experience with ticketing/call logging systems and proper escalation procedures.
- Strong customer service, communication, organization, and problem-solving skills; able to work independently and in a team.
- Education: High school diploma or GED.
Preferred Qualifications
- Healthcare environment experience and/or familiarity with medical terminology.
- Certifications such as A , ITIL Foundations, MCP/MCSA, CCNA, ACSP, or Lexmark/Lenovo Self Maintainer.
Work Environment
- Support delivered via phone, remote tools, and on-site as needed.
- Customer-focused service culture with emphasis on accurate documentation and timely resolution.
Salary : $25 - $30