Overview
On Site
USD 28.50 - 33.00 per hour
Contract - W2
Contract - Independent
Skills
Pivotal
Manufacturing
Help Desk
Reporting
Management
Database
Knowledge Base
Collaboration
Service Desk
Leadership
Decision-making
Technical Support
IT Service Management
KPI
Communication
IT Operations
User Experience
Android Development
Cisco
Citrix
Database Administration
Investor Relations
Information Retrieval
International Relations
Active Directory
Computer Hardware
Configuration Management
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
We are seeking a Help Desk Analyst to be an integral part of our team in Pittsburgh, Pennsylvania. This role will be pivotal in providing technical support and guidance to our team members in the manufacturing industry. The Help Desk Analyst will handle IT requests and issues, ensuring smooth operations and user satisfaction.
Responsibilities:
Respond to incoming IT requests and queries through various channels such as phone, email, and chat.
Diagnose and troubleshoot IT issues brought forward by the user community.
Create and manage tickets for all user interactions with the IT Service Desk via the ITSM platform.
Document all relevant information pertaining to the issue within each ticket, including troubleshooting steps, relevant attachments, and translations.
Maintain the ITSM platform to facilitate proper tracking and reporting of IT operational performance.
Direct cases to the appropriate IT support groups, while retaining ownership of the query.
Document IT solutions provided on the IT Knowledge Database (KB) platform.
Guide users on the usage of IT systems and resolution of IT related problems.
Collaborate with Service Desk Leads and IT/Business Leadership to provide necessary information or data for decision making.
Maintain proactive approach towards improving IT operations effectiveness by identifying observations, raising risks, and proposing improvement solutions.
Assist technical support groups in resolving IT issues and requests.
Establish Business relationships with any related functional areas.
Support external partners or 3rd parties who are providing IT Services.
Ensure tickets are resolved within Business agreed SLAs & KPIs.
Enhance user's IT knowledge by translating technical concepts into understandable terms.
Maintain ongoing communication with users and technical/functional support groups to ensure IT resolution of tickets within agreed terms.
Collect feedback from users for improving IT operations processes and user experience interactions.
Offer physical presence, based on IT and Business needs, and perform IT related activities at different locations with prior agreement.
Requirements
Applicant must have a minimum of 2 years of experience in a similar role
Proficiency in Android Development is necessary for this position
Familiarity with Cisco Technologies is a requirement
Experience in handling Citrix Technologies is essential
Knowledge of Database management is needed
Understanding of EO/IR systems is mandatory
Proficiency in Active Directory is required
Experience with Apple Devices will be beneficial
Must possess knowledge of Computer Hardware
Experience in Configuration Management is necessary
Familiarity with Deployments is a requirement
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
We are seeking a Help Desk Analyst to be an integral part of our team in Pittsburgh, Pennsylvania. This role will be pivotal in providing technical support and guidance to our team members in the manufacturing industry. The Help Desk Analyst will handle IT requests and issues, ensuring smooth operations and user satisfaction.
Responsibilities:
Respond to incoming IT requests and queries through various channels such as phone, email, and chat.
Diagnose and troubleshoot IT issues brought forward by the user community.
Create and manage tickets for all user interactions with the IT Service Desk via the ITSM platform.
Document all relevant information pertaining to the issue within each ticket, including troubleshooting steps, relevant attachments, and translations.
Maintain the ITSM platform to facilitate proper tracking and reporting of IT operational performance.
Direct cases to the appropriate IT support groups, while retaining ownership of the query.
Document IT solutions provided on the IT Knowledge Database (KB) platform.
Guide users on the usage of IT systems and resolution of IT related problems.
Collaborate with Service Desk Leads and IT/Business Leadership to provide necessary information or data for decision making.
Maintain proactive approach towards improving IT operations effectiveness by identifying observations, raising risks, and proposing improvement solutions.
Assist technical support groups in resolving IT issues and requests.
Establish Business relationships with any related functional areas.
Support external partners or 3rd parties who are providing IT Services.
Ensure tickets are resolved within Business agreed SLAs & KPIs.
Enhance user's IT knowledge by translating technical concepts into understandable terms.
Maintain ongoing communication with users and technical/functional support groups to ensure IT resolution of tickets within agreed terms.
Collect feedback from users for improving IT operations processes and user experience interactions.
Offer physical presence, based on IT and Business needs, and perform IT related activities at different locations with prior agreement.
Requirements
Applicant must have a minimum of 2 years of experience in a similar role
Proficiency in Android Development is necessary for this position
Familiarity with Cisco Technologies is a requirement
Experience in handling Citrix Technologies is essential
Knowledge of Database management is needed
Understanding of EO/IR systems is mandatory
Proficiency in Active Directory is required
Experience with Apple Devices will be beneficial
Must possess knowledge of Computer Hardware
Experience in Configuration Management is necessary
Familiarity with Deployments is a requirement
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.