Service Desk Specialist

Location: Pittsburgh

Job Type: Full Time / Permanent

We are seeking an experienced professional to join our dynamic, growing technical team to fulfill a Service Desk Specialist role. The role’s purpose is primarily to manage the IT service desk function, inclusive of incident management, service request management, change management. As this role directly interacts with employees and customers, this role will also be responsible for maintaining a positive attitude in support of company culture. For the right candidate, this position offers an exceptional opportunity for personal growth.

Responsibilities: • Administer and manage our ITSM tool – Jira Service Manager. • Evaluate and perform tier-1 troubleshooting of applications, periodically offering assistance with IT peripherals, workstations, software, and networking. • Listen and communicate effectively, using problem solving techniques to recommend solutions to issues. • Escalate complex and/or high priority problems to the appropriate Information Technology support groups for further troubleshooting and resolution. • Oversee day-to-day fulfilment of all Service Requests. • Drive resolution of incidents and outages, prevent service-level degradation, and avoid breach of customer Service Level Agreements (SLAs). • Follow through with users to ensure satisfactory resolution of tickets • Develop and maintain knowledge-base articles • Maintain asset management system for all end-user computing devices • Escalate issues to, and work together with, third-party vendors and hardware manufacturers. • Provide excellent, congenial customer service with a positive attitude • Periodic non-business and weekend hours work may be required during maintenance/outage windows.

Required Qualifications: • Associate or Bachelor’s degree or equivalent work experience (Computer Science or Information Technology). • ITIL certified or well versed in the methodology • 4+ years experience in enterprise-level IT Help Desk support role, preferably in a large corporation. • Proven experience using an ITSM tool such as Jira Service Manager, ServiceNow, Remedy, etc. • Experience building helpdesk management systems, KPI reporting and customer reports against service desk SLAs • Experience in incident management and change management and approval processes • Knowledge of IT concepts and methodologies: Project Management, Agile, DevOps, Cloud services such as Azure. • Knowledge of database technologies, programming languages, storage systems, backup solutions, etc. • High level of written and spoken English as well as high standard of documentation • Excellent organizational and time management skills. • Strong verbal and written communication skills • Strong analytical skills with attention to detail.

Preferred Experience: • Managed 24/7 technical support operations including management of on-call rosters. • Microsoft desktop operating systems including Windows 7/8/10 • Microsoft Office products (Outlook, Word, Excel, PowerPoint) and Office 365 • Microsoft Azure • PC/Printer setup in a network environment • LAN troubleshooting (TCP/IP, Wireless, DNS, DHCP), Active Directory • IT security knowledge • Apple iOS (MacBook, iPad, iPhone), Android O/S • Pharmacy or Healthcare knowledge is a huge plus.

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