Client Service Analyst - Pittsburgh, PA

Staff End User Computing Analyst III

Health Sciences Information Technology provides technology support for the six schools of the Health Sciences at the University of Pittsburgh. The team works to enhance the IT strategy in the Health Sciences and develop a technology organization and platform that supports education, research, and clinical activities. The team can enable the delivery of IT services to meet the goals of the Health Sciences, simplify the environment, and enhance services overall.

High level first contact for support tickets. Installation, upgrading, and help support of desktop software, hardware, and peripherals for students, faculty, staff, and research personnel. Provide support for smart phone technology, integration, and maintenance with desktop software. Ongoing knowledge of hardware and software necessary for maximum user up time. Timely responses to help requests are crucial for maximum user up time and requires high level of customer service. Ability to interact and communicate with broad range of staff and faculty, including training and answering questions. Documentation of help requests electronic request tracking and user instructions kept up to date on a monthly basis.

This role involves rotating between different pods across various locations that support the Health Sciences schools. You may be reassigned to a different pod or location as business needs evolve. There will also be varying schedules depending on business needs.

Job Summary: Diagnose and resolves complex computing issues and provides expert-level technical support. Configures end user devices. Handles escalated issues from junior staff and trains junior staff.

Essential Functions:

• High level first contact for support tickets.
• Installation, upgrading and help support of desktop software, hardware, and peripherals for students, faculty, staff, and research personnel.

Physical Effort: Manual dexterity to manipulate hardware, ability to move equipment, communicate with users, and walk to various campus locations. Must be able to lift and transport computer equipment weighing up to 30 pounds to various campus locations.

The University of Pittsburgh is an equal opportunity employer / disability / veteran.

Assignment Category: Full-time regular

Job Classification: Staff

Job Family: Information Technology

Job Sub-Family: End User Support

Campus: Pittsburgh

Minimum Education Level Required: Associate's Degree

Minimum Years of Experience Required: 5

Will this position accept substitution in lieu of education or experience? Combination of education and relevant experience will be considered in lieu of education and/or experience requirement.

Required Licensure/Certification: CompTIA A+ Certification, Microsoft Certified: Modern Desktop Administrator, and/or Apple Certified Support Professional (ACSP) certification

Work Schedule: Monday through Friday, 8:30am to 5pm

Work Arrangement: On-Campus: Teams that work on campus, in an office, or in a lab.

Hiring Range: TBD Based Upon Qualifications

Relocation Offered: No

Visa Sponsorship Provided: No

Background Check: For position finalists, employment with the University will require successful completion of a background check

Child Protection Clearances: Not Applicable

Required Documents: Resume

Optional Documents: Not Applicable