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IT Help Desk Analyst at Revel Staffing

Philadelphia, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Dec, 25

Salary

0.0

Posted On

22 Sep, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Technical Support, Troubleshooting, Customer Service, Windows Operating Systems, Microsoft Office, Ticketing Systems, Remote Support Tools, Communication Skills, Problem Solving, Account Management, Application Support, Documentation, Escalation Procedures, Knowledge Base, Time Management

Industry

Staffing and Recruiting

Description

A respected defense industry organization is conducting a confidential search for a IT Help Desk Analyst to provide first-line technical support in a fast-paced, high-volume environment. This role offers hybrid flexibility and the opportunity to work with enterprise-level systems supporting defense-related clients. Key Responsibilities Serve as the first point of contact for users via phone, handling a high volume of inbound support calls. Provide initial troubleshooting for hardware, software, network, and account-related issues. Log, track, and update tickets in the IT service management (ITSM) system with accurate documentation. Escalate complex or unresolved issues to Level 2/3 support teams following established procedures. Assist users with password resets, account access, and basic application support. Deliver exceptional customer service by explaining technical information clearly and professionally. Follow standard operating procedures and contribute to internal knowledge base updates. Required Qualifications Previous IT support experience (internship, help desk, or technical support role). VantageClear Certification (or equivalent U.S. defense-industry compliance credential) required. Strong verbal communication skills with the ability to manage a fast-paced call queue. Basic knowledge of Windows operating systems, Microsoft Office applications, and common enterprise software. Familiarity with ticketing systems and remote support tools. Ability to prioritize tasks, remain composed under pressure, and deliver excellent customer service.

Responsibilities

The IT Help Desk Analyst serves as the first point of contact for users, providing initial troubleshooting for various technical issues. This role involves logging and tracking support tickets and escalating complex issues to higher-level support teams.