Position Summary: 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 all users at multiple branch offices throughout the United States. This position will report to the IT Manager.

Role qualifications: Must partner with all departments and provide IT support as needed.

Position 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 • Research problems using available information resources • Identify and escalate situations requiring urgent attention • Log all help desk interactions and track all issues and resolutions • Train users on basic computer functions; guide new-hires on system use • Provide detailed documentation regarding issue resolution • Provide support and assistance to the Systems Administrator as required with internal IT projects.

Essential Skills and 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.

Qualifications: • 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.

Physical demands and work environment: The physical demands and work environment characteristics 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. • Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.