IT Helpdesk Support Analyst

Information Technology Glen Mills, Pennsylvania


Professional Plumbing Group ("PPG") manufactures and distributes high quality plumbing products and expert solutions to create best-in-class customer experiences. The PPG umbrella has three national brands with Speakman, Wolverine Brass and Plumb Master and a history stretching back 150 years in the plumbing industry. While distinct in customer base and value proposition, the three brands share a passion for innovation and customer service excellence. The company is headquartered in Glen Mills, PA, and operates in Conway, SC as well. PPG has started a transformation process into an agile, solution-oriented organization with best-in-class sales capabilities. Professional Plumbing Group is a portfolio company of Dunes Point Capital (DPC).

Position Title: IT Helpdesk Support Analyst

Location: Glen Mills, PA

Reports To: Sr. Network Administrator

Position Summary Description

Professional Plumbing Group (PPG) is seeking a skilled IT Helpdesk analyst to support day to day IT operations that include building fixing laptops, desktops, user creations, patch deployments etc..


  • Serve as the first point of contact for user base seeking technical assistance via phone and email.
  • Perform both onsite and remote troubleshooting through diagnostic techniques and pertinent questions using remote control software or physical support.
  • Keep an up to date and running list of assets using multiple resources, including Excel, MSP software, and SharePoint.
  • Device procurement, setup, and configuration for current and new users. Includes setup of laptops, work-stations, iPhones, printers, etc.
  • Create internal user accounts in a timely manner that reflects proper configuration from the employee checklist
  • Availability during maintenance windows for infrastructure upgrades, occur on weekends.
  • Strong communication skills with the rest of the IT team members related to technical issues, resolutions, and status updates for projects.
  • Any other IT department related activities that are not listed above


  • Strong communication and analytical skills.
  • Ability to convey technical terminology to a non-technical audience.
  • Ability to learn and increase knowledge base.
  • Entry level – 0-3 years recommended in the IT field or currently enrolled in a University on track for IT related job.
  • Familiarity with different operating systems and hardware platforms.
  • Knowledge of Microsoft 365 platform, as well as on-prem setups in Active Directory and Exchange.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to walk, drive, stand and sit; use a computer and phone. The employee is frequently required to type, talk and hear.