• IT Help Desk Analyst

    Job Locations US-PA-HARRISBURG | US-PA-Philadelphia
    Job ID
    # of Openings
    Information Technology
  • Overview


    Harrisburg, PA or Philadelphia, PA


    Firm Overview
    PFM is a privately held registered investment advisor with offices around the country, and is among the leading investment managers in the United States. PFM provides cash management, investment management and consulting services to local governments and other tax-exempt institutions. 


    Position Overview

    The firm is seeking a Level 1 Help Desk Analyst in our Harrisburg, PA or Philadelphia, PA offices.  This role will provide daily Level 1 telephone support to 650+ users operating in 42 offices located throughout the Eastern, Central, and Pacific regions of the United States. Candidate will be the first line of technical support for the firm.  Candidates are expected to possess a positive attitude and creative problem solving skills, as well as a strong desire to provide truly excellent customer service. 



    The successful candidate can expect scheduled professional development, leading to greater skills and responsibilities, through mentoring from the network engineering and desktop support/deployment teams.  Full-time work hours for this position begin promptly at 8 am EST, and finish at 5 pm EST.  Lunch breaks must be taken at the same time every day, and in the event of unforeseen circumstances, be rescheduled with other support staff as to assure adequate phone coverage. The Help Desk Analyst will report to the Infrastructure Manager and will work with the Senior Systems Engineers on a regular basis.


    General Requirements

    • One or more years’ experience supporting Microsoft desktops and applications strongly preferred (relevant internship experience will be considered).
    • Demonstrated aptitude for providing exceptional customer service even when the environment becomes fast paced or intense.
    • Good documentation and analytical skills – must be detail oriented and a self-starter.
    • Must be comfortable occasionally creating and revising helpdesk documentation, between calls, using Snag-It and windows print screen functionality.
    • Must be comfortable learning new skills via scheduled mentoring sessions with other members of the IT team. These will be conducted both during new application rollouts as well as for periodic skills development.
    • Must be independent yet able to work as a member of a team.
    • Required to carry and answer a company issued SmartPhone, and participate in after-hours helpdesk on-call rotation, (one week on, ~6 weeks off).
    • Must be available occasionally for after-hours project work, and to provide assistance via telephone or on-site in the event of systems outages or disaster recovery failover/failback.
    • Occasional overnight travel may be required.
    • Must be able to assist training department in creating documentation, solve technically challenging application support issues, and create “tech notes” or FAQs for frequently occurring issues.

    Technical Requirements

    • Position will be primary support contact for WebEx conference call and webinar creation.
    • Must have experience troubleshooting general client hardware issues, experience with HP desktop and IBM/Lenovo ThinkPad laptops a plus.
    • Experience supporting Office 2010, Adobe Acrobat, Internet Explorer.
    • Candidate will be responsible for setting up Cisco phones, including voice mail and phone assignments, as well as changing phone/voicemail programming of buttons.
    • Should be able to resolve approximately 70% of technical issues by phone and log all calls into Track-IT system, remainder to be escalated to appropriate networking teams when assistance is required.
    • Must be comfortable learning new skills from IT engineers in response to escalated tickets, such that they may not need to always be escalated in the future.
    • Create and manage users and access rights within Active Directory and Microsoft Exchange.
    • Strong knowledge of Windows 7 and MS Office troubleshooting techniques.
    • Some experience troubleshooting Citrix connection, remote access including hotel/internet cafe wireless connectivity, network printing, and removing spyware/malware from PCs.


    Additional Skills / Credentials

    • Telco/Voice Mail Operation & Account Setup
    • Remote Access/Network Troubleshooting
    • Telecommunications (Data) Line Troubleshooting and Ticket Escalation
    • Any of the following certifications are a strong plus:
      • A+
      • Network+
      • Server+
      • MCP/MCSE (Server 2003 or newer)

    Compensation includes a competitive hourly pay, overtime eligibility, and comprehensive benefits package. PFM also offers the option for participation in profit sharing and 401K plans.

    Additional Information: PFM is not offering visa sponsorship for this position.


    PFM is an Equal Opportunity Employer (M/F/D/V) and maintains a drug-free workplace.


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