Job Overview

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Company Overview

Guardian Protection Services is the world's largest privately held security company. Guardian sells, installs and monitors residential and commercial security systems. Protection of lives and property is our business. We've been doing it — and doing it well — for 60 years. We are 100% dedicated to life safety.

Consistently ranked by the prestigious industry magazine, Security Distributing & Marketing (SDM), as one of the top security companies in the nation, Guardian currently protects about 200,000 customers.

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IT Service Desk Analyst
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Job Description

POSITION: Service Desk Analyst
LOCATION: Pittsburgh, PA

BRIEF DESCRIPTION: The service desk analyst provides customer service and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies utilizing over the phone and remote communication technologies to service the customer.


• Provide Tier 1 service or phone support to IT users for basic software and Hardware of end-user computing and desktop-based LAN systems.
• Troubleshoot problems to resolution or escalate to Tier 2 support when necessary.
• Reset or configure network accounts access.
• Document problems and resolutions within call tracking application and provide updates to the knowledge base where applicable.
• Configure and install software for end-users' desktops and laptops.
• Involved in the installation and rollout of new software packages; upgrades and new desktop hardware.
• Process hardware and software requests by coordinating user setup, upgrades, and installations.
• May perform end-user training as it regards assistance with supported applications.
• All other projects and duties as assigned.

Scope of responsibility
This position is responsible for the functions described in this document for small to medium size stand-alone projects or integrated projects.

Job Requirements


• Good problem solving and analytical skills
• Effective written and verbal communication skills
• Good organizational and time management skills
• Good interpersonal skills
• A strong self-starter
• Working knowledge of Windows operating systems, Microsoft applications and desktop hardware/laptops required.
• Excellent written and verbal communication skills, problem-solving and analytical ability, aptitude for customer service, able to work in fast-paced, dynamic environment.
• Related licenses, certifications are a plus
• HEAT experience would be beneficial.

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