Service Desk Analyst I

Civil & Environmental Consultants•Pittsburgh, PA

2d•Onsite

About The Position

Civil and Environmental Consultants, Inc. (CEC) is seeking a Service Desk Analyst to join our team in the Pittsburgh, PA office. We are looking for a customer-focused problem solver with the ability to absorb and retain information quickly and to present technical ideas in clear, user-friendly language. This is a foundational role designed for someone early in their IT career who is eager to learn, grow, and build a strong technical support skill set. The Service Desk Analyst reports to the IT Director and serves as the first point of contact for CEC employees seeking technical assistance. This role provides friendly, timely, first-tier support for hardware, software, and peripheral issues across the company's offices. This position requires you to be on-site.

Requirements

Associate's degree in Computer Science, Information Technology, or a related discipline preferred; equivalent technical training, certification, or relevant experience may be substituted
0-3 years of experience in a help desk, desktop support, or customer-facing technical support role; entry-level candidates with relevant coursework, internships, or certifications are encouraged to apply
Working knowledge of Windows 11, Microsoft Office / Microsoft 365 applications
Exceptional customer service orientation with good written and oral communication skills, including the ability to explain technical concepts in clear, user-friendly language
Able to retain information quickly and manage multiple requests in a fast-paced environment
Able to lift up to 50 lbs. and to travel to remote and branch office locations as needed

Nice To Haves

CompTIA A+ or a similar entry-level IT certification
Prior Level I service desk or deskside support experience
Familiarity ITSM ticketing systems (ZenDesk, ServiceNow, Freshservice, etc.)
Exposure to Active Directory / Entra ID account administration and basic endpoint management tools (e.g., Microsoft Intune)
Experience supporting conference room and audio/visual technology

Responsibilities

Serve as the first point of contact for CEC employees, responding to telephone calls, emails, and in-person requests for technical support; identify, research, and resolve technical problems, ensuring timely resolution and follow-up
Diagnose and triage incoming requests to determine the level of technical assistance required; resolve Tier 1 issues directly and, when a problem exceeds Tier 1 scope, escalate to the appropriate IT team member in accordance with established escalation procedures
Accurately log, categorize, and track all incidents and service requests in the IT ticketing system, maintaining clear documentation from intake through resolution
Participate in after-hours support, scheduled maintenance, and incident response activities when required
Train and guide users in the proper use of hardware and software as necessary
Help and assist with conference room, audio/visual, and virtual meeting setup and support
Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
Image, configure, and deploy workstations and laptops; set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software
Reformat hard drives and re-image workstations as needed
Assist with new-hire onboarding setup, equipment provisioning, and basic account and access requests under established procedures
Document and update technical and non-technical solutions; contribute to the knowledge base to improve first-call resolution and support consistency
Assist the broader IT team with projects and initiatives as needed
Other duties as assigned