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2nd and 3rd Shift Service Desk Analyst

Computer Aid, Inc.

This is a Full-time position in Pittsburgh, PA posted March 6, 2021.

Direct Hire Comprehensive healthcare package, PTO and holiday pay Available Shifts Sat-Wed 4pm-1230 am and midnight-830am Job Summary Technical support of staff and external clients.

Member of the Service desk, which is the portal to all IT related services Service Desk analysts serve as the first point of contact for end users.

Analysts respond to phone and email requests for technical assistance, troubleshoot to determine the source and solution of a problem, communicate to end users, and maintain network accounts.

Responsibilities Communicate with staff on a continuous basis regarding incident status, problems, and updates.

Ensure that calls and incidents are handled in a timely and efficient manner Maintain user accounts and ensure Active Directory is always up-to-date Routinely monitor Service Desk queue for incidents that require action Use troubleshooting to identify issues and find long lasting solutions Send end user communication related to outages and updates Escalate tickets to appropriate support tiers Qualifications One year of Service Desk andor Customer Service experience preferred In-depth understanding of the software and computer equipment Demonstrates excellent analytical and problem-solving skills The ability to work well and communicate effectively in a team atmosphere The ability to adapt to and drive changes for improvement Ability to assess and accommodate each user’s IT skill level Detail oriented and accurate record keeping Developed interpersonal and customer care skills Up-to-date technical knowledge in a Microsoft Windows environment Experience using Remote Desktop software Patient and understanding with difficult callers Physical Demands Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor CAI is a global IT services firm that is currently managing active engagements with over 100 Fortune 1000 companies and government agencies around the world.

CAI offerings include balanced outsourcing solutions, Legacy Support, Application Development, Application Knowledge Capture, Service DeskDesktop Services, and Managed Staffing Services.

Our unique methodologies and tools enable us to provide our clients with real techniques for increasing productivity, profitability and competitiveness.

Headquartered in Allentown, PA, with offices and staff throughout the US, Canada, Europe and the Asia Pacific region, CAI offers a variety of delivery options including on-site, off-site and blended solutions.

Our delivery model allows us to successfully leverage our global staff of over 3,500 technical and managerial professionals.

Reasonable Accommodation Statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to or (888) 824 ndash 8111.

EEO Statement It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran.

It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements.

This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran.

Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.SDL2017