Help Desk

Location: Pittsburgh

Job Type: Full Time / Permanent

DESCRIPTION:  We’re a diversified staff of IT professionals servicing Pittsburgh and surrounding areas. We believe in ourselves and take pride in our achievements. Our team is a charismatic group of engaged individuals that work hard and deserve work/life balance and employee appreciation. We provide a fun and creative atmosphere that fosters success and strong employee morale.

SUMMARY:  As a Help Desk Team Member, you will be responsible for daily phone support as well as onsite support as required. We provide live answering to inbound calls, specific service levels and a diverse team to support the varying needs of our clients.

RESPONSIBILITIES:  Live answering on inbound service requests from our clients and provide onsite service as needed (about a 60/40 mix) • Diagnose and resolve technical hardware issues, software issues, and end user issues • Research issues using available information, resources, and your team • Document resolutions and create knowledge base articles • Onsite visits to install product and/or troubleshoot network issues

REQUIRED EXPERIENCE:  Minimum of 3 years of experience supporting multiple customers via phone AND in the field • Associate or Bachelor’s degree in technical field, or combination of relevant certifications and experience • Managed Services Provider experience highly desired

COMPETENCIES/SKILLS:  Microsoft-based Server environments, SonicWall products, disk-based and Cloud backup solutions and related network infrastructure including PC’s and mobile devices • Microsoft Server OS administration and configuration • Functional knowledge of core networking concepts including TCP/IP, DHCP, DNS/DDNS • Microsoft Exchange/O365 administration with migration and upgrade experience a plus • Sharp troubleshooting skills • LAN/WAN (VPN, VLAN, Firewalls, etc.) theoretical knowledge a plus • Microsoft Certification(s) a plus

WORK ENVIRONMENT:  Our standard work hours are Monday thru Friday, 8:30AM to 5:00PM with participation in an on-call rotation after your first 90-days in the position • You will work with an experienced Help Desk Team and report directly to the Manager of Technical Services • Local travel within the Pittsburgh region is sometimes required for Customer issue resolution • We’ve been named one of Pittsburgh’s Best Places to Work by the Pittsburgh Business Times as well as one of the Coolest Offices in Pittsburgh.

BENEFITS:  Full time position • Salaried position and salary is commensurate w/ experience • After Hours flat rates paid for billable work done outside of normal business hours • Monthly bonus • Available work from home options • Expense reimbursement for business travel • Excellent healthcare/dental/vision • Employer paid disability insurance and life insurance • 401(k) w/ highest match • Flexible Time Away policy • Paid holidays