Service Desk Support Analyst - Onsite

Genesis10 • Pittsburgh, PA

3h • Onsite

About The Position

This role serves as the initial point of contact for IT support, responsible for logging, prioritizing, and resolving technical incidents. The ideal candidate will diagnose and resolve issues related to Windows OS, Microsoft 365, and network connectivity while providing excellent customer service to non-technical users.

Requirements

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field
• 2+ years of experience in IT help desk, end-user support, or a closely related technical field
• Strong working knowledge of Active Directory, Microsoft 365, VPN, and general PC/laptop hardware
• Exceptional communication, customer service, and time-management skills to deal with competing requests from non-technical users

Nice To Haves

• ITIL Foundations certification
• Microsoft technical certifications (e.g., MCSA/MCSE, Modern Desktop)
• MAC support
• A/V experience

Responsibilities

• Serve as the initial point of contact to log, prioritize, and resolve IT incidents via ticketing systems, phone, or email
• Diagnose and resolve issues related to Windows OS, Microsoft 365, network connectivity, and mobile devices
• Provision user accounts, reset passwords, and manage hardware deployments (e.g., laptop imaging and setup)
• Escalate unresolved or complex issues to higher-tier IT staff (such as Network or Security teams) with detailed documentation
• Document solutions and update FAQs to help build a robust self-service platform for end-users

Benefits

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree