Help Desk Support Analyst - Military veterans preferred

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




Equal employment opportunity, including veterans and individuals with disabilities.

PI261885099