01 May
Service Desk Analyst
Pennsylvania, Pittsburgh , 15201 Pittsburgh USA

Service Desk Analyst

Req number:

R2405

Employment type:

Full time

Worksite flexibility:

Onsite

Job Summary

We are looking for a motivated Service Desk Analyst ready to take us to the next level! If you have remote desktop and troubleshooting skills, and are looking for your next career move, apply now.

Job DescriptionWe are looking for a Service Desk Analyst to 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. This position will be full-time contract and onsite.What You'll Do

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 client 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

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

What You'll NeedRequired:

Associate degree, or equivalent experience and education, and 1-2 years of experience providing Information Technology end user support

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

Preferred:

One year of Service Desk and/or Customer Service experience

Physical Demands

Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111.Equal Employment Opportunity Policy StatementIt is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.


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