firstPRO is seeking a Help Desk Analyst to join its growing Desktop Services team in Reading, PA. This is a highly visible, hands-on role responsible for supporting end users through hardware deployments, workstation setups, software installations, deskside troubleshooting, and office relocations.
Key Responsibilities
- Configure, image, reimage, and deploy Windows desktops and laptops.
- Install and configure monitors, docking stations, printers, and other desktop peripherals.
- Perform software installations, upgrades, and user data/software transfers.
- Provide hands-on deskside support to diagnose and resolve hardware, software, and peripheral issues.
- Coordinate workstation deployments for new hires, equipment refreshes, and replacement devices.
- Support office moves by disconnecting, relocating, and reconnecting IT equipment.
- Configure printers and peripherals following workstation relocations.
- Prepare, stage, and inventory equipment for deployment.
- Manage approximately 10–15 support tickets daily, balancing break/fix requests with deployment activities.
- Collaborate with Desktop Engineering, Service Desk, and Warehouse/Operations teams to ensure timely service delivery.
- Deliver outstanding customer service while communicating effectively with employees at all levels of the organization.
Required Qualifications
- 2+ years of Desktop Support, PC Technician, or similar hands-on IT support experience.
- Experience imaging and reimaging Windows PCs.
- Experience performing software installations, upgrades, and migrations.
- Strong hands-on deskside support and troubleshooting experience.
- Experience using Microsoft Intune, ServiceNow, Eracent, or similar endpoint management and ticketing platforms.
- Excellent communication and interpersonal skills with a customer-first approach.
- Ability to prioritize multiple tasks and adapt in a fast-paced environment.
- Comfortable lifting, moving, and installing desktop equipment throughout the workday.
Preferred Qualifications
- Experience supporting enterprise workstation deployments and hardware refresh projects.
- Experience coordinating office moves and workstation relocations.
- Previous experience in a large enterprise desktop support environment.
Pay: $24.00 - $27.00 per hour
Work Location: In person
