IT Help Desk Specialist (Remote in Pittsburgh)

About the role

The IT Help Desk Specialist provides first-level technical support for end-user hardware, software, video conferencing platforms, and related systems across the firm's global offices in a 24/7 environment. This role serves as the initial point of contact for users, addressing inquiries related to Microsoft Office applications, standard desktop environments, and other technical issues. Responsibilities include logging and tracking tickets in the firm's IT support system to support statistical report generation, escalating issues as needed, and ensuring timely resolution of user requests. Provides coverage of weekend hours on a rotating basis.

Responsibilities

• Serve as the primary point of contact for all Information Technology issues throughout the firm.
• Provide document formatting support on complex documents, ensuring that existing formats and styles are preserved.
• Provide formatting and formula support on spreadsheets created in Excel.
• Assist users with setup, configuration, and troubleshooting of Outlook features, including rules, signatures, and multiple calendars.
• Provide first-level support for Windows operating systems, standard desktop applications (e.g., Microsoft Office Suite, web browsers), video conferencing platforms (e.g., Microsoft Teams, Zoom), proprietary firm applications, mobile devices (iOS/Android), internet/intranet, and hardware such as desktops, laptops, printers, and other peripherals.
• Maintain required recordkeeping, including logging calls into the HEAT database, reporting time accurately, and completing other documentation as directed.
• Escalate unresolved issues to the appropriate IT teams and report unusual, alarming, or recurring problems to the Network Operations Center and/or Supervisor or Manager as appropriate.
• Maintain a working knowledge of all firm-deployed applications.
• Report recurring or common issues to the IT Help Desk Supervisor to support long-term solutions.
• Provide feedback for the ongoing use and maintenance of the IT Help Desk database for call tracking, knowledge base creation, and statistical report generation.
• Provide extended user support