University of Pittsburgh
Help Desk Support Analyst
University of Pittsburgh, Pittsburgh, Pennsylvania, us, 15289
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 usingclearly defined procedures and with general direction from the supervisorHolds accountability for all help cases created until case is closed or there has been apositive Tier-2 handoffDetermines proper routing of help ticket casesImposes escalations of help cases when necessary
Fields requests for advanced level support.
Resolves issues surrounding networking, data transfer, telephone, email, printing, andother general consulting questions posed by University faculty, staff, and studentsFollows clearly defined procedures for providing assistance to and fielding questions ofUniversity membersProduces reports and provides summaries on help request trendsAssesses current customer needs
Documents all communication.
Records communication in help ticketsConducts 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:
Combination of education and relevant experience will be considered in lieu of education and/ or experience requirement.
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:
To be determined based on 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
Please see job description
PI247552063
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 usingclearly defined procedures and with general direction from the supervisorHolds accountability for all help cases created until case is closed or there has been apositive Tier-2 handoffDetermines proper routing of help ticket casesImposes escalations of help cases when necessary
Fields requests for advanced level support.
Resolves issues surrounding networking, data transfer, telephone, email, printing, andother general consulting questions posed by University faculty, staff, and studentsFollows clearly defined procedures for providing assistance to and fielding questions ofUniversity membersProduces reports and provides summaries on help request trendsAssesses current customer needs
Documents all communication.
Records communication in help ticketsConducts 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:
Combination of education and relevant experience will be considered in lieu of education and/ or experience requirement.
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:
To be determined based on 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
Please see job description
PI247552063