Help Desk Analyst

About the role

Community Options, Inc. is a national non-profit agency providing services to individuals with disabilities in 11 states. We are now hiring a Full-Time Help Desk Analyst in Pittsburgh, PA.

Responsibilities

• Provide prompt, courteous support company wide, in person or via phone or email
• Attend meetings as IT Support when directed by Help Desk Manager for assistance with conference room equipment
• Understand and follow documented service operations, policies, and procedures
• Provide prompt, courteous, and complete resolution of customer requests
• Diagnose and troubleshoot hardware and software issues primarily in a Windows environment
• Receive and document all inbound tickets, emails, phone calls, and in-person requests for IT services
• Travel to local offices to troubleshoot and resolve issues
• Document, track, and monitor technical problems and solutions
• Prepare activity reports
• Inform management of recurring problems
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Administer help desk software

Requirements

• Minimum one year of professional IT experience
• Audio/Visual experience a plus
• Valid Driver’s License
• Some proficiency in Active Directory, Office365, multiple browsers, and computer hardware
• Experience supporting Android and iPhone, Mobile Device Management a plus
• Logical troubleshooting skills
• Excellent time management and interpersonal skills and a high-level attention to detail
• Understanding of best security practices and continual updating of knowledge base

Benefits

• Competitive Insurance Benefits (Medical, Dental, Vision)
• Paid Holidays—Including a Birthday Holiday
• Generous PTO
• Employee Incentive & Discount Programs
• 403b Retirement Plan
• Incredible career growth opportunities

Starting Rate: $50,000