Help Desk Support Analyst - Pittsburgh, PA at University of Pittsburgh

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Troubleshoots and resolves moderately complex Information Technology (IT) issues and fields requests for advanced level support. Documents communications and employs help tickets. Directs student assistants.

Essential Functions 
Settles moderately complex computer hardware and software issues.
Troubleshoots and resolves issues via telephone, walk-in, email, and live chat using clearly defined procedures and with general direction from the supervisor
Holds accountability for all help cases created until case is closed or there has been a positive Tier-2 handoff
Determines proper routing of help ticket cases
Imposes escalations of help cases when necessary
Fields requests for advanced level support.
Resolves issues surrounding networking, data transfer, telephone, email, printing, and other general consulting questions posed by University faculty, staff, and students
Follows clearly defined procedures for providing assistance to and fielding questions of University members
Produces reports and provides summaries on help request trends
Assesses current customer needs
Documents all communication.
Records communication in help tickets
Conducts communication via email, departmental mail, meetings and telephone
Maintains current knowledge of area of responsibility
Physical Effort 
This position requires a high degree of physical dexterity; bending, reaching, and lifting equipment up to 50 lbs, and eye/hand coordination in the use of computers, and other office equipment. In addition, this position requires a significant amount of work at a computer - repetitive use of a keyboard/mouse and viewing information on computer monitors for significant amounts of time is expected.

 
Assignment Category Full-time regular
Job Classification Staff.Helpdesk Representative II
Job Family Information Technology
Job Sub-Family End User Support
Campus Pittsburgh
Minimum Education Level Required Associate's Degree
Minimum Years of Experience Required 3
Will this position accept substitution in lieu of education or experience? No
Work Schedule Monday - Friday, 8:30 a.m. - 5:00 p.m., some mornings, evenings and weekends may be required
Work Arrangement Hybrid: Combination of On-Campus and Remote work as determined by the department.
Hiring Range TBD Based Upon Qualifications
Relocation Offered No
Visa Sponsorship Provided No
Background Check For position finalists, employment with the University will require successful completion of a background check
Child Protection Clearances The following PA Act 153 clearances and background checks are required prior to commencement of employment and as a condition of continued employment: PA State Police Criminal Record Check, FBI Criminal Record Check, PA Child Abuse History Clearance.
Required Documents Resume, Cover Letter
Optional Documents Not Applicable

Information Technology

Associates

Pittsburgh

Pennsylvania