Technical Support Analyst I Location: Pittsburgh, PA SUMMARY OF JOB: The
Technical Support Analyst is responsible for providing 1st level support
and coordination of incident resolution on behalf of the IT department.
The Analyst will also conduct field visits to business locations for
onsite troubleshooting and installation or replacement of equipment. The
Analyst will report to the Help Desk Manager. DUTIES & RESPONSIBILITIES
INCLUDE, BUT ARE NOT LIMITED TO: * Troubleshoot and resolve IT issues
via phone, email and in-person channels for desktop PCs, laptops, mobile
devices, software applications, network and peripheral equipment. *
Ensure all incidents are resolved against service level agreements
including logging and tracking of support requests * Partner with
internal IT teams and vendors to resolve incidents * Proactively learn
and train peers on new products, services and technical solutions within
organization * Build and maintain knowledge base for support and
incident management * Configure new PCs using an SCCM imaging process
and deploy to business locations. * Participate in a weekly on-call
rotation for after-hours support KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
- 1-3 years of experience working in a Help Desk or Service Desk role *
Associates or Bachelor degree in Information Technology or a related
field preferred * Basic operating system (desktop/OS), networking and
applications experience including familiarity with Microsoft platforms
(Windows 7 or higher, Server 2008 or higher, Active Directory, etc.),
mobile devices (Apple and Android) * Experience with PC imaging and
hardware repair. * Experience using incident and problem management
ticketing solutions * Experience with troubleshooting and escalation of
incidents including documentation, diagnosing and following
first-level-resolution steps * Strong customer service ethic * Excellent
verbal and written communication skills * Excellent analytical and
problem solving skills * Ability to prioritize and quickly resolve
issues Please send resumes to: mikesheaffer@howardhanna.com
HowardHanna.com Hanna Holdings, Inc. affiliates and assigns are
committed to providing equal employment opportunity to all employees and
applicants for employment regardless of such factors as race, color,
religion, sex, national origin, age, veteran's status or disability. The
Company abides by all local, state and federal laws and regulations
affecting the hiring of employees.