Job Information
University of Pittsburgh Help Desk Support Analyst in Pittsburgh, Pennsylvania
Help Desk Support Analyst
Job Summary
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.
The University of Pittsburgh is committed to championing all aspects of diversity, equity, inclusion, and accessibility within our community. This commitment is a fundamental value of the University and is crucial in helping us advance our mission, which includes attracting and retaining diverse workforces. We will continue to create and maintain an environment that allows individuals to discover, belong, contribute, and grow, while honoring the experiences, perspectives, and unique identities of all.
The University of Pittsburgh is an Affirmative Action/Equal Opportunity Employer and values equality of opportunity, human dignity and diversity. EOE, including disability/vets.
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: Monday - Friday, 8:30 a.m. - 5:00 p.m., some mornings, evenings and weekends may be required
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
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