Position: SERVICE DESK ANALYST

Location: Pittsburgh PA

About Allegheny County Department of Human Services (DHS)

In Allegheny County, we appreciate people who think big, act boldly and care about making a difference. You don’t have to be from here to feel at home, or to make your mark. With only 1.3 million people in the County, it’s small enough for motivated people to get things done. Allegheny County’s Department of Human Services (DHS) is a perfect place to get things done that directly affect people in need in a positive and lasting way. We help children grow up safer and healthier, older adults remain able to live independently, and neighborhoods to thrive. Our mission is to improve the health and well-being of people in Allegheny County.

DHS is the largest agency in Allegheny County government, with a budget of nearly $1 billion. DHS serves over 200,000 people a year through services that include: Protecting children and youth from abuse and neglect and preventing future occurrences of maltreatment; improving child wellness through family support, home visiting, early intervention and in-home services; providing treatment for behavioral health issues such as substance use disorders and mental illness; managing the care of adults with intellectual disabilities; preventing unnecessary nursing home stays; and services that prevent homelessness and provide shelter and housing for families and individuals.

Why DHS?

• It is innovative. Most recently, the national attention and awards we’ve gotten are for how DHS integrates data and uses them to improve the safety and well-being of children through tools that support front-line staff in making decisions (using predictive analytics).

• DHS is diverse, but we strive to be even more inclusive. Our director has made it his top priority that DHS is “the kind of place where a diverse group of talented people want to come, grow, and do their best work.” This includes equity in hiring and advancement, as well as in unleashing the creativity and ideas of staff at every level of DHS.

• It has strong, assertive leaders. We do not hire yes-people.

You can make a big impact here. We stand out as one of the best human services organizations in the country. But we need problem-solvers, innovators, and terrific leaders to make sure we are smart in how we use our funding so that we reach the people who most need our help to make their lives better.

This is professional work in the technical support of DHS staff and external clients under the Office of Administration (OA) for the Department of Human Services (DHS). The employee in this classification is a member of the DHS Service desk, which is the portal to all IT related services; Service Desk analysts serve as the first point of contact for end users. Analysts respond to phone and email requests for technical assistance, troubleshoot to determine the source and solution of a problem, communicate to end users, and maintain network accounts.

Responsibilities:

• Communicate with staff on a continuous basis regarding incident status, problems, and updates.
• Ensure that calls and incidents are handled in a timely and efficient manner.
• Maintain and administer user accounts using Active Directory and DHS Systems
• Routinely monitor Service Desk queue for incidents that require action.
• Use troubleshooting to identify issues and find long lasting solutions.
• Send end user communication related to outages and updates.
• Escalate tickets to appropriate support tiers.
• On-Call rotation – after hours support

Additional Responsibilities:

From time to time, the employee will be required to perform additional tasks and duties as required by the employer, Team Lead, and Managers.

Qualifications:

• Associate degree, or equivalent experience and education, and 1-2 years of experience providing Information Technology end user support.
• One year of Service Desk and/or Customer Service experience preferred.
• In-depth understanding of the software and computer equipment
• Demonstrates excellent analytical and problem-solving skills.
• The ability to work well and communicate effectively in a team atmosphere.
• The ability to adapt to and drive changes for improvement.
• Ability to assess and accommodate each user’s IT skill level.
• Detail oriented and accurate record keeping
• Developed interpersonal and customer care skills.
• Up-to-date technical knowledge in a Microsoft Windows environment
• Experience using Remote Desktop software.
• Patient and understanding with all callers.