Help Desk Analyst

Location: Pittsburgh

Job Type: Full Time / Permanent

Excellent career opportunity is currently available for a Help Desk Analyst located at Pittsburgh, PA office. This exciting opportunity is in a high growth environment where you will utilize your significant technical experience to provide direct technical support to internal business customers for issue resolution and service requests reported, as well as initial incident response for data security.

Position Responsibilities:  Completes initial assessment, research and resolution of reported issues and requests related to our business support systems. • Collects information from the customers, logging all requests, maintaining appropriate documentation and tracking, communicating with our internal customers and working towards timely resolution to achieve a high level of customer satisfaction. • Engages with other IT and security resources, both internal and external, for issue escalation as required. • Acts as an advocate for their customer’s issues when working with other teams. • Performs administrative duties related to the technology systems as needed. • Configures and administers applications, mailboxes, calendars and distribution groups • Troubleshoots basic networking and system issues • Tracks time spent on all activities in the help desk ticketing system • Updates asset inventory when software/hardware changes are required

Required Qualifications: • Associate’s or bachelor’s degree preferred. High School Diploma/GED required. • 2-3 years of technical phone support • 2-3 years of information systems experience

Certifications preferred: Comptia Security + or a similar certification

Additional Qualifications: Excellent customer service and administrative skills • Computer literacy with MS Office products, and ability to grasp proprietary software • Demonstrated ability to manage multiple competing tasks • Ability to follow policies and procedures • Can-do attitude • Genuine desire to help others • Team oriented mindset, with a strong sense of care and urgency • Desire to embrace our core values: Client Focus, Results, Responsibility & Accountability, Collaboration and Innovation.

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