Job Title: Help Desk Technician
Job Type: Contract to hire

Location: Pittsburgh, PA

Job Summary:

The candidate will work on 1st level Help Desk services to personal computer users, data center, phone and voice mail clients by providing a single point of contact to report problems or direct inquiries. Manage day to day service delivery problems and requests via email, and phone. Provides a single point of contact to all employee’s for all their network, phone, and computer needs. Manages day-to-day service delivery problems and requests. Offsite visits occasionally required to a satellite offices.


Documents user identification information and nature of problem

Evaluates problem fixes to ensure resolution and escalate if required.

Fields incoming help requests from users via telephone and email in a courteous manner.

Applies diagnostic utilities to aid in troubleshooting, performing hands-on functional resolutions at the desktop level, including installing and upgrading software, hardware, backing up files, configuring all end user systems and all computer applications, including cellular and desk side phone systems.

Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution. Identifies and learns appropriate software ad hardware used and supported by the organization.

Performs preventative maintenance, including checking and cleaning workstations, printers, and peripherals.

Responsible for ensuring proper computer operation so that end users can accomplish business tasks. Superior telephone etiquette and interpersonal skills. Must have a professional manner when dealing with vendors, clients, fellow workers, and upper management.

Receives general instruction, analyzes work, and determines action to be taken within standard practice and procedure. Candidate should possess a high level of sound judgment and decision making ability.

Requires communication skills to accurately furnish and receive information. Strong written and verbal communication skills.

Education and skills:

Requires Bachelor degree in Computer Science or equivalent work

Requires knowledge of MS Office products

Requires knowledge of basic computer hardware and peripheral devices,

Microsoft Office software, desktop and server operating systems, HelpStar or similar help desk support system, and diagnostic utilities


Requires two (2) years experience in application support position including

Strong knowledge of personal computer equipment (HP and Dell) preferred ,

MS Office Suites up to 2010, Windows XP & Windows7, 1 year Information

Technology customer service related work. Should be familiar with Microsoft Active Directory and PC imaging techniques.

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