What are the responsibilities and job description for the Service Desk Analyst position at Beacon Hill?
** This is an entry level, onsite role in Pittsburgh, PA.
The Service Desk Analyst is responsible for providing service-focused first level technical support through phone, email, chat, and walk-in encounters. Types of support encounters include accounts, networks, platforms, servers, and applications, with the goal of resolving the customer's request on first contact. In addition, the Service Desk Analyst is responsible for monitoring, tracking and seeing the customers issue through to resolution ensuring the highest level of customer satisfaction. The Service Desk Analyst I is also responsible for identifying the need for and developing self-help materials for customers and support staff under the direction of their supervisor. This position works as part a highly collaborative support team. Strong team commitment as well as the ability to work independently are required.
Requirements:
- This position requires a minimum Associates Degree in Information Systems, Business, Marketing and Communication or related fields, or equivalent work experience. Help Desk Institute participate and certification a plus.
- 1 years technical expertise with end user related technology hardware and software (Windows OS, VPN, laptop/desktop hardware, mobile devices, LAN/WAN, Email, Active Directory, Video Conferencing solutions, IAM platforms)
- Experience with ITSM tools and remote support technologies
- Experience with Office365 cloud-based technology including configuration and troubleshooting of mail clients on PC and mobile device platforms
Skills Required:
- Strong self-motivated team player with ability to work in a highly collaborative environment
- 2 years' experience developing strong interpersonal, team and customer relationships
- 2 years of experience demonstrating the ability to prioritize and multi-task and strong problem resolution skills.
- 2 years demonstrating strong analytical and problem-solving skills
- Strong written and verbal communication skills
Abilities Required:
- Ability to thrive in an environment of constant learning, and require the ability to think critically
- Ability to manage projects to completion and meet deadlines
- Ability to communicate effectively at various levels of the organization
Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/
Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.
Company Profile:
Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.
Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.
Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com.
Benefits Information:
Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.
We look forward to working with you.
Beacon Hill. Employing the Future™
