- Provides Tier 1 customer support via phone, live chat and e-mail to user community in the areas of e-mail, standard Windows desktop operating systems and applications and other applications as required.
- Serves as the first point of contact for incident and service request processes.
- Conducts troubleshooting of PC hardware/software and printer problems.
- Uses expertise in customer service and technical knowledge to resolve issues surrounding usage and training on software and/or hardware products.
- Maintains current knowledge of relevant technologies.
- Works in a call center environment logging all contacts within a call tracking system.
- Resolves simple to mildly complex problems on the initial call and in cases where this is not possible ensures the issue is escalated to second or third tier.
- Develops and uses knowledge base documentation.
- Adheres to and maintains Help Desk processes, procedures, policies, and job aids.
- Provides an exceptional level of customer service, meeting agreed to service levels, while working in a dynamic complex environment.
- Works under little supervision on day-to-day operations.
- Participates in special projects as required
- Associate's degree in information technology or 2 years equivalent experience in a Service Desk role.
- Must be eligible to obtain a Public Trust Clearance. In order to obtain this level clearance, candidates must be US Citizens only.
- Must be able to commute to the on-site location, Pittsburgh, PA.
- Enterprise and technical level communication skills required.
- Customer service skills required.
- Analytical and problem-solving skills required.
- ITIL Foundations certification
- Experience with Service Desk tools such as ServiceNow, etc. is a plus.
-
IT Help Desk Analyst
1 week ago
Prequel Solutions Pittsburgh, United States Full timePrequel is seeking qualified candidates for an IT Help Desk Analyst position with a reputable company in Pittsburgh. This is a contract to hire opportunity and offers competitive compensation, health benefits and the opportunity to convert to a full-time company employee. This po ...
-
Service Desk Analyst
3 weeks ago
TEKsystems Pittsburgh, United States: · Our customer is seeking a Service Desk Analyst to support their facility in Pittsburgh, PA. This role will be the only resource supporting the facility onsite. Daily responsibilities will require them to resolve issues with computer hardware and software, provide end user tra ...
-
Service Desk Analyst
2 weeks ago
TEKsystems Pittsburgh, United States: · Our client is seeking a Service Desk Analyst to support their facility in Baltimore, MD. The daily responsibilities will require them to resolve issues with computer hardware and software, provide end user training and education, builds, and rebuilds computers, and assists wi ...
-
Service Desk Analyst
2 weeks ago
MAXIMUS Pittsburgh, United States& Requirements Maximus is seeking a Service Desk Analyst that will provide first line support for our customers. They will follow standard processes and be required to document and resolve technical issues relating to hardware, software or general computer usage. Must have the ab ...
-
Service Desk Analyst
2 weeks ago
eNGINE Pittsburgh, United StateseNGINE builds Technical Teams. We are a Solutions and Placement firm shaped by decades of interaction with Technical professionals. Our inspiration is continuous learning and engagement with the markets we serve, the talent we represent, and the teams we build. Our Consulting Wor ...
-
Service Desk Analyst
2 weeks ago
Allegheny County Pittsburgh, United StatesPosition: 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 ...
-
IT Help Desk Analyst
1 week ago
Prequel Solutions Pittsburgh, United StatesJob Description · Job DescriptionPrequel is seeking qualified candidates for an IT Help Desk Analyst position with a reputable company in Pittsburgh. This is a contract to hire opportunity and offers competitive compensation, health benefits and the opportunity to convert to a fu ...
-
Service Desk Analyst
1 week ago
Allegheny County Department of Human Services Pittsburgh, United StatesJob Description · Job DescriptionSalary: $46,000.00 · 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 ...
-
Service Desk Analyst
2 days ago
CAI Pittsburgh, United StatesJob ID Number · R2716 · 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 strong troubleshooting and customer service skills and are looking for your next ...
-
Service Desk Analyst
4 days ago
CAI Pittsburgh, United StatesJob Description · Job ID Number · R2716Employment Type · Full timeWorksite Flexibility · OnsiteJob Summary · We are looking for a motivated Service Desk Analyst ready to take us to the next level If you have strong troubleshooting and customer service skills and are looking for y ...
-
Analyst Service Desk
1 week ago
GNC Pittsburgh, United States Full timeJob Description · The Service Desk Analyst position provides first level problem determination, tracking and resolution or escalation for company owned systems. The ideal candidate will possess excellent customer service and communication skills and assist in delivering world cla ...
-
IT Help Desk Analyst
2 weeks ago
All Lines Technology Pittsburgh, United StatesAll Lines Technology has an opening for an Associate Support Analyst to provide first-level IT solutions for internal departments. The primary focus of the role is delivering an outstanding end-user experience through strong customer service skills paired with robust technical an ...
-
IT Help Desk Analyst
1 week ago
All Lines Technology Pittsburgh, United StatesJob Description · Job DescriptionAll Lines Technology has an opening for an Associate Support Analyst to provide first-level IT solutions for internal departments. The primary focus of the role is delivering an outstanding end-user experience through strong customer service skill ...
-
Cyber Watch Desk Analyst
1 week ago
Edgeworth Security Pittsburgh, United States Full timeNew World. New Problems. New Solutions · Edgeworth Security is a full-service security firm, specializing in Interactive Video Surveillance, Security System Integration, Executive Protection and Security Consulting Services. Our security solutions and suite of managed services le ...
-
Help Desk Analyst
2 weeks ago
iCST United, United StatesSummary: The Help Desk Analyst analyzes and troubleshoots computer support problems and applies an understanding of computer software and hardware products and services to resolve user problems. The Help Desk Analyst is knowledgeable on the usage and support of the products that ...
-
Analyst-Help Desk
1 week ago
HCL Technologies United, United StatesJob Description (Posting). · (1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejec ...
-
Service Desk Analyst I
4 weeks ago
rue Warrendale, United StatesCompany Description · Optimistic- Influences others to be excited about and committed to furthering the company's objectives. Embraces challenges with a "can-do" mindset that drives effective solutions. · Results Driven - Maximizes the use of resources to consistently deliver re ...
-
Help Desk Analyst with Top Secret Clearance
3 weeks ago
IMG Information Management Group, Inc. West Mifflin, United StatesOpportunity · IMG is looking for a cleared Help Desk Analyst to be responsible for providing Help Desk services to coordinate and respond to Incidents and Service Requests made by end users, technical staff, and external vendors. Indvidual will be first-line role, possessing the ...
-
Help Desk Analyst with Top Secret Clearance
2 weeks ago
Information Management Group West Mifflin, United StatesHelp Desk Analyst with Top Secret Clearance Job Locations · US-PA-West Mifflin Job ID · of Openings · 6 · Category Technical Services & Operations · Opportunity · IMG is looking for a Cleared Help Desk Analyst to be responsible for providing Help Desk services to coordinate and ...
-
Crimson Solutions Southwest Greensburg, United StatesWe are part of the top group of German furniture purchasing cooperatives. Our company group includes well-known brands such as musterhaus Küchen Fachgeschäft and REDDY, as well as specialized service companies for marketing, information technology, operations management, and fina ...
Service Desk Analyst - Pittsburgh, United States - MAXIMUS
Description
& Requirements Maximus is seeking a Service Desk Analyst that will provide first line support for our customers. They will follow standard processes and be required to document and resolve technical issues relating to hardware, software or general computer usage. Must have the ability to communicate in a positive manner and build trustful relationships with coworkers, customers, and management to create an effective "team" working environment. The Service Desk Analyst position is responsible for logging, categorizing, prioritizing, resolving or escalating customer incidents and requests. Primary focus is to address incidents that are preventing customers from completing their work and resolving the incident as efficiently as possible. Service requests management is also a priority for the Service Desk. This covers customer requests for software installs, access and password management. Analysts will use team member knowledge, and on-the-job training and knowledge base documents to help customers.What You Will Do:
Required:
Desired:
Minimum Requirements * Maximus TCS (Technology and Consulting Services)
Internal Job Profile Code:
TCS256, S1, Band 1
EEO Statement Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.
We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.
We're proud of our connections to organizations dedicated to serving veterans and their families.If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.
A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer.Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sex al orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment.
Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off.
Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.Hourly Base Pay Minimum for this Position $ 19.00 Hourly Base Pay Maximum for this Position $ 21.00
#J-18808-Ljbffr
Service Desk Analyst professionals in Pittsburgh
-
Diana Creech
Customer Service Professional
-
Na'im Benton
IT Security Risk Analyst
-
Dustin Peebly
I.T. Contractor | Business Systems Analyst
-
Qingqing Zhao
Student at Carnegie Mellon University