IT Help Desk

Location: Pittsburgh, PA

Job Type: Contract to Hire

This position will provide first line response for corporate end users requiring assistance with information technology issues and problems. This position will service the company headquarters in Pittsburgh, as well as remote users at multiple branch offices throughout the United States. This position will report to the IT Manager.

Must partner with all departments and provide internal IT support as needed.

Responsibilities: 

  • Respond to requests for technical assistance in person, via phone or electronically, utilizing remote sessions as required for end users at branch offices
  • Diagnose and resolve technical hardware and software issues
  • Configure new hardware or repair existing hardware for end users as required
  • Research problems using available information resources
  • Identify and escalate situations requiring urgent attention
  • Log all help desk interactions, track all issues and resolutions, provide detailed documentation
  • Train users on basic computer functions; guide new-hires on system use and IT guidelines
  • Develop and write training manuals
  • Provide detailed documentation regarding issue cause and resolution
  • Provide support and assistance to the Systems Administrator as required with internal IT projects
  • Procurement of all hardware including laptops, desktops, cell phones, and tablets

Education & Experience: 

  • Strong oral and written communication skills
  • Ability to research and learn new technologies and software
  • Strong analysis and troubleshooting skills
  • Excellent customer service skills
  • Must be highly organized – demonstrated success managing multiple tasks with attention to detail
  • Minimum of one year of experience in an IT related field
  • Associates degree in Information Technology or equivalent experience required
  • Microsoft certifications preferred but not required
  • Applicant must have a working knowledge of fundamental operations of business software and hardware, particularly Windows operating systems, Microsoft business applications and Active Directory. Working knowledge of VMware/Hyper-V is desired
  • Applicant should have knowledge of basic networking and VPN functions
  • Working knowledge of relational databases, especially SQL Server, is recommended
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