Help Desk Analyst

We are offering a long term contract employment opportunity for a Help Desk Analyst in Pittsburgh, Pennsylvania. This role is in the manufacturing industry and will primarily involve providing technical support and guidance to resolve incoming IT requests or queries.

Responsibilities:

• Answer incoming IT requests or queries in a timely manner through phone, email, chat, or self-service platform
• Accurately assess, diagnose, and troubleshoot any IT issue or request raised by users
• Create and manage tickets for any interaction of users with IT Service Desk via ITSM platform
• Ensure adequate and proper usage of ITSM platform for tracking and reporting on IT operational performance
• Route cases to the appropriate IT support groups, while maintaining ownership of the query
• Document any IT solution encountered on the IT Knowledge Database (KB) platform/repository
• Provide support and guidance to users on how to use IT Systems and/or resolve any IT related issues or questions
• Identify observations, raise risks and propose ideas/solutions for improving IT operations effectiveness
• Build Business relationships with any related functional area
• Support regional & global activities to instruct and train user community on any related IT concepts, IT systems and usage of IT tools & equipment
• Ensure tickets are resolved within Business agreed SLAs & KPIs
• Maintain ongoing communication with users and technical/functional support groups to ensure IT resolution of tickets within agreed terms
• Gather feedback from users regarding improvement ideas for IT operations processes and user experience interactions.
• Minimum of 2 years of experience in a Help Desk Analyst role or similar IT support position
• Knowledge of Android Development is required
• Proficiency in using Cisco Technologies is a must
• Familiarity with Citrix Technologies
• Strong understanding of Database management and operations
• Proficiency in EO/IR systems
• Experience with Active Directory
• Familiarity with Apple Devices and their related issues
• Solid understanding of Computer Hardware
• Experience in Configuration Management
• Proven experience in Deployments
• Ability to work in a fast-paced mining industry environment
• Excellent problem-solving skills and ability to think on your feet
• Strong communication skills, both written and verbal, to effectively address user issues
• Must be able to work independently and as part of a team.