Junior IT Analyst

Leap Event Technology•Pittsburgh, PA

About The Position

Leap Event Technology is seeking a motivated Junior IT Analyst to assist with Leap’s IT Operations. This role is primarily responsible for providing Level 1 helpdesk support, serving as the first point of contact for technical issues and service requests across the organization. A particular focus of this role will be managing employee onboardings, including account setup, system and application access, device provisioning, and coordinating hardware shipments, ensuring a smooth first-day experience for new hires. The ideal candidate has hands-on experience in a fast-paced helpdesk environment, is highly organized, demonstrates strong troubleshooting skills, and collaborates effectively with cross-functional teams. Sounds interesting? Let’s talk.

Requirements

Associate's Degree
2+ years of experience in IT/Helpdesk support position, with a focus on hardware and network troubleshooting.
1+ experience working in a Google Workspace Environment, prior Google Workspace administration experience is required
1+ years experience support experience in Windows and Mac environments
Excellent written and oral communication skills
Highly organized and detail oriented
Exceptional problem-solving and analytical thinking skills
Strong time management and task prioritization skills
Must be self-motivated and have a desire and curiosity to constantly improve technical skills and keep up to date with technological advances

Nice To Haves

Prior experience supporting and administrating the following enterprise tools is preferred: MDM (Jamf, Kaseya), Enterprise Anti-Virus, Atlassian (Jira Service Desk)
Relevant certifications (e.g., CompTIA A+) preferred.
ITIL Certification is a plus.

Responsibilities

Assist in the day to day service desk operations of Leap’s IT team
Provide technical support to end users via tickets, email, phone call and chat
Triage and fulfill system access requests in accordance with Leap’s Service Desk Catalog
Oversee employee onboardings and associated lifecycle processses:
Act as the central point of contact for all newly hired employees
Set up and provision user accounts (e.g. email, and SaaS applications)
Prepare, provision and ship personnel laptops
Familiarize new hires with Leap’s systems and applications
Deprovision user accounts and revoke system and application access during offboardings
Arrange return shipments or box drop-offs for offboarded employees
Maintain accurate records of IT hardware purchases and expenditures in the hardware tracker
Coordinate with senior team members and escalate issues as required
Troubleshoot hardware and OS related issues with personnel laptops (e.g. macOS, Windows)
Triage, document and log all support requests on our ticketing system
Troubleshoot and resolve problems related to network, hardware, software applications, and operating systems
Contribute to the IT knowledge base by documenting procedures and creating user guides
Participate in an on-call rotation to provide after-hours helpdesk support as required