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IT Service Desk Analyst

IT Service Desk Analyst

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.

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Security
Required Travel Not Specified
Job ID 70
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IT Service Desk Analyst

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