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

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.