Role: Service Desk Specialist (End User Support)
Type: 12-month contract, potential to extend or convert
Location: Hybrid - Philadelphia, PA (Center City West)
*Remote Monday & Friday, On-site Tues/Weds/Thurs

Overview:    
Our client, a Philadelphia based non-profit, is seeking a Service Desk Specialist. This role requires candidates to be onsite 3 days a week Tuesday- Thursday. This is a long term contract position with a 12 month duration.

>Looking for a long-term contractor to join the team to support a Windows 11 Deployment. Not handling the actual deployment but will focus on supporting users and getting them acclimated to the new OS.
 
Job Summary:  
The Service Desk Specialist is responsible for providing computer and network support to internal users, and will install, configure, maintain, test, and resolve Information Technology related issues for desktop and laptop computers, mobile devices, software, printers, and associated hardware. This individual provides user assistance with desktop, remote and mobile access and will monitor, track, assign, and complete incoming requests utilizing the IT Service Desk work order system Cherwell, providing computer hardware, software, and network support, while determining priorities and analyzing technology trends. This individual provides technical support for local and remote meetings, including the setup of laptops, projectors, video conference cameras, and other hardware and software installation, and coordination of network access.
 
 Responsibilities:  

• Support internal end users with Windows 11 upgrade issues and requests
• Provide additional support as needed for the Windows 11 deployment
• Conducting smart phone upgrades
• Maintain client equipment and Service Desk supply inventories in compliance with team procedures to ensure continued services, including researching Service Desk purchases, providing budget support, and minimizing the risk of loss or theft of equipment and supplies
• Create, support, and maintain an up-to-date knowledge management system containing procedures, guidelines, documentation, and support articles

• Minimum 3 -5 years recent, demonstrated hands-on computer Service desk experience, or an equivalent combination of technical education, certification and experience
• Proficiency in supporting and diagnosing technical issues with computer hardware, mobile devices, local area networks, network printing and related software, including Microsoft Windows 10 and 11, Microsoft Office 365, LogMeIn Rescue, Cisco AnyConnect VPN, virtual meeting platforms including Zoom and Teams, Cisco Jabber, Active Directory, and Salesforce
• The ability to manage and deploy images and applications to all user devices through Microsoft SCCM and/or Intune
• An ability to work independently on multiple assignments, following each through to closure;
• An ability to work as part of a highly motivated and effective team
• An ability to stay current and maintains level of expertise with technology advances in personal computer hardware and software via seminars, literature, and formal training