Job Type: Help Desk Specialist

Job Location: Pittsburgh, PA

Responsibilities:

• Serve as the initial point of contact for end-users seeking technical assistance via

phone, email, chat, or in person.

• Diagnose and resolve hardware, software, and network-related issues, including

troubleshooting desktops, laptops, printers, and mobile devices.

• Provide guidance and step-by-step instructions to users for resolving technical

problems and performing routine system maintenance tasks.
Incident Management

• Document all user inquiries, requests, and reported issues in a help desk ticketing

system, ensuring accurate and detailed records of incidents and resolutions.

• Prioritize and escalate support tickets based on severity, impact, and service level

agreements (SLAs), ensuring timely resolution and minimal disruption to business
operations.

• Follow established protocols and procedures for incident management, including

incident triage, resolution, and post-incident analysis and documentation.

Software and Application Support:

• Install, configure, and troubleshoot software applications, including operating

systems, productivity suites, and specialized business software.
User Education and Communication:

• Communicate effectively with end-users to provide timely updates on the status of

support tickets, resolution progress, and preventive measures to minimize future
incidents.

• Develop and deliver user training materials, tutorials, and knowledge base articles

to empower users with self-service troubleshooting resources and best practices.

Qualifications and Skills:

• Bachelor's degree in information technology, computer science, or a related field;

relevant certifications (e.g., CompTIA A , Microsoft Certified Professional) are a
plus.

• Proven experience in a help desk or technical support role, with proficiency in

diagnosing and resolving hardware, software, and network issues.

• Strong technical aptitude and troubleshooting skills, with the ability to analyze

complex problems and implement effective solutions in a timely manner.

• Excellent customer service and communication skills, with the ability to interact

professionally with users of all levels of technical proficiency.

• Familiarity with help desk ticketing systems, remote support tools, and IT service

management (ITSM) frameworks (e.g., ITIL).

• Knowledge of Microsoft Windows operating systems, Office 365 applications,

Active Directory, and basic networking concepts.

• Ability to work independently with minimal supervision and collaboratively within a

team environment

Job Type: Full-time

Pay: $40,470.39 - $48,738.54 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years
• 5 years

Schedule:

• 8 hour shift

Ability to Relocate:

• Pittsburgh, PA: Relocate before starting work (Required)

Work Location: In person