Help Desk Analyst

Ketchum, the seventh-largest public relations firm in the world, has an immediate opening for a Help Desk Analyst in its Pittsburgh office. Hours are Monday through Friday from 12:00 Noon to 8:00 p.m. 

 

Responsibilities:

 Administers and maintains customer support policies, procedures, and standards in regard to diagnosing and resolving customer reported incidents

 Fields telephone calls and e-mail messages from customers who are seeking guidance on technical problems

 Investigates, troubleshoots, and resolves reported issues in a timely and efficient manner; opens tracks, and closes trouble tickets for Ketchum user hardware and agency software including laptops, blackberries, palm pilots, and setup of AV and/or technology equipment

 Manages user accounts for enterprise-wide software; works with Local Technical Support, HR, and management to obtain information needed to establish, change, and terminate user accounts

 Participates in the implementation, installation, configuration, troubleshooting, and maintenance of enterprise-wide software and agency hardware and assists teams in the development of procedures and processes to support applications

 Collaborates with Local Technical Support in resolving hardware/software issues and providing coverage

 Works with management to draft and post appropriate agency communications for standard IT maintenance and technology emergencies

 

Minimum Qualifications:

 Associate's degree (A. A.) or equivalent from two-year college or technical school in CIS or Help Desk Institute Certification plus 1-2 years of relevant experience Proficiency in Microsoft Office (Word, PowerPoint, Excel), Outlook, and Windows 2000 required; HEAT experience preferred. The ability to function as a team player in an environment dedicated to providing excellent customer service.

 

Travel Requirements:

 Position requires 10% travel.

 

Ketchum offers a competitive benefits package and the opportunity for career growth and development.  Interested applicants can read more about Ketchum and apply online at www.ketchum.com/careers.  No resumes will be considered via any other source. 

 

EOE/AA M/F/V/D