Job Title: Help Desk Analyst 2
Location: Chester, PA 19013 (100% On-Site)
Duration: 1 Month Contract

Position Overview:

We are seeking an experienced Help Desk Analyst (Tier 2) to provide hands-on technical support for both hardware and software systems in a fast-paced environment. The ideal candidate will have at least five years of experience resolving complex support issues, managing support tickets, and delivering high-quality user support and training.

This position is fully on-site and requires strong communication, troubleshooting, and customer service skills.

Key Responsibilities:

• Provide Tier 2 technical support for hardware, software, and system issues

• Act as an escalation point for high-priority technical concerns

• Manage, monitor, and reassign support tickets to meet service level agreements (SLAs)

• Offer hands-on assistance to both technical and non-technical users

• Train users on hardware/software and develop training materials and documentation

• Evaluate and test software and hardware for usability and effectiveness

• Make recommendations for new policies, tools, or improvements

• Serve as a subject matter expert for custom and commercial off-the-shelf (COTS) applications

• Research and recommend alternative technical solutions when standard approaches do not apply

• Communicate effectively with vendors regarding defective products or system issues

• Write evaluations, user guides, and technical documentation

• Stay current with industry best practices and technologies through self-study

Required Qualifications:

• 5+ years of experience in Tier 2 hardware and software technical support

• Proficiency with ticketing and call tracking systems (e.g., ServiceNow, Zendesk, etc.)

• Experience managing and assigning technical support issues

• Strong ability to develop and deliver end-user training and documentation

• Excellent verbal and written communication skills

• Proven ability to work independently and as part of a team

• Strong customer service orientation

Preferred Qualifications:

• Bachelor’s degree in a related field or equivalent professional experience

• Experience acting as a liaison between users and software developers

• Familiarity with a wide range of operating systems, enterprise software, and hardware platforms