Technical Support Specialist Tier I

Location: Pittsburgh

Job Type: Full Time / Permanent

SUMMARY: The Technical Support Specialist’s primary responsibilities are extensive Help Desks duties which require technical problem-solving skills as well as desk-side visits to end users. This position troubleshoots issues with end user computing devices, productivity applications and firm-issued software. This position will manage their workload through the IT Service Management software application including ownership of incidents, service requests, problems, and change requests. The Technical Support Specialist Tier I position will report directly to the Senior Manager of Information Technology (Client Systems) and work closely with the Technical Support Specialist Tier II Help Desk Supervisor

RESPONSIBILITIES: • Load, configure and maintain Microsoft Windows operating system, Office 365 applications and firm specific software applications in a network environment • Load, configure, and maintain Microsoft Office Suite • Load, configure, and maintain various software applications • Work with Laptop and Desktop computers (general familiarity with hardware components) and deployment of various hardware equipment to employees • Troubleshoot various computer problems including printing, software errors and hardware errors • Provide Help Desk support including taking and logging calls, working directly with end users to resolve problems in a friendly manner while tracking and logging all work in an IT Service Management software application • Conduct training classes and providing documentation as needed • Plan and participate in a wide variety of special projects • Provide exceptional customer service to end users and other members of the IT department.

QUALIFICATIONS: • Associate’s degree and familiarity with help desk support and help desk support practices through education or practical experience OR high school diploma/GED and two years of help desk experience is required • Strong customer service skills (communication, friendliness, patience and follow through) • Ability to work in a team environment (communication with team members, reporting regularly to management) is required • Experience creating documentation of technical issues and solutions as well as writing technical articles describing problem resolutions is preferred • Experience conducting end user training is preferred • Proficiency with Microsoft Office products (Word, Excel, Outlook, PowerPoint, Teams, etc.) is preferred • ITIL fundamentals and help desk oriented background preferred • Technical certifications such as A+ are preferred.

We recognize that our culture is our identity. It is the building block of what makes us unique. Even as we grow, we are working hard to retain that same close-knit culture and continuously promote a positive, supportive work environment through our core values: Care, Integrity, Balance, Respect and Drive. We strive to provide a work/life balance that fits for each and every one of our employees. We are pleased to present a comprehensive benefits package that makes being employed by us more than just work. Some of the benefits we offer include: • Competitive compensation • Insurance, including health, dental and vision, that begin on day one • 20+ days of paid time off and 12 paid holidays • Parental leave, family care leave, and personal days • 401(k) plans and profit sharing • Education assistance program, qualified transportation reimbursement plan, and pet insurance.

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