Help Desk Analyst

Community Options, Inc.; Pittsburgh (Allegheny County); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Insurance Benefits

Birthday Holiday

Generous PTO

Incentive Programs

403b Retirement Plan

Career Growth

Job summary

Community Options, Inc. is seeking a Full-Time Help Desk Analyst in Pittsburgh, PA to assist our IT team and provide exceptional customer service. The role supports Windows environments, travels to local offices, and handles inbound tickets with professional communication.

Starting rate is $50,000 annually. The position emphasizes prompt problem resolution, security best practices, and documented processes. Employee benefits and growth opportunities are highlighted by the employer.

Qualifications

• Minimum one year of professional IT experience.
• Audio/Visual experience a plus.
• Valid Driver's License.
• Some proficiency in AD, Office365, multiple browsers, computer hardware.
• Experience supporting Android and iPhone; Mobile Device Management a plus.
• Logical troubleshooting skills.
• Excellent time management and interpersonal skills with high attention to detail.
• Understanding of best security practices and continual updating of knowledge base.

Responsibilities

• Provide prompt, courteous support company wide, in person or via phone or email.
• Attend IT Support meetings for assistance with conference room equipment.
• Follow documented service operations, policies, and procedures.
• Provide prompt, courteous, and complete resolution of customer requests.
• Diagnose and troubleshoot hardware and software issues in Windows environments.
• Receive and document all inbound tickets, emails, calls, and in-person requests.
• Travel to local offices to troubleshoot and resolve issues.
• Document, track and monitor technical problems and solutions.
• Prepare activity reports.
• Inform management of recurring problems.
• Redirect problems to the correct resource.
• Identify escalation situations requiring urgent attention.
• Administer help desk software.

Skills

IT Support

Customer Service

AD

Office365

Mobile Device Mgmt

Windows Troubleshooting

Tools

Active Directory

Job description

Description

Community Options, Inc. is a national non‑profit agency providing services to individuals with disabilities in 11 states.

We are now hiring a Full‑Time Help Desk Analyst in Pittsburgh, PA. The Help Desk Analyst is responsible for assisting our IT team and providing exceptional customer service.

Starting Rate: $50,000

Responsibilities

• Provide prompt, courteous support company wide, in person or via phone or email
• Attend meetings as IT Support when directed by Help Desk Manager for assistance with conference room equipment
• Understand and Follow documented service operations, policies, and procedures
• Provide prompt, courteous, and complete resolution of customer requests
• Diagnose and troubleshoot hardware and software issues primarily in a Windows environment
• Receive and document all inbound tickets, emails, phone calls, and in‑person request for IT services
• Travel to local offices to troubleshoot and resolve issues
• Document, track and monitor technical problems and solutions
• Prepare activity reports
• Inform management of recurring problems
• Redirect problems to correct resource
• Identify and escalation situations requiring urgent attention
• Administer help desk software

Minimum Requirements

• Minimum one year of professional IT experience
• Audio / Visual experience a plus
• Valid Driver's License
• Some proficiency in AD, Office365, Multiple browser’s, Computer Hardware
• Experience supporting Android and iPhone, Mobile Device Management a plus
• Logical troubleshooting skills
• Excellent time management and interpersonal skills and a high‑level attention to detail
• Understanding of best security practices and continual updating of knowledge base

Why Community Options?

• Competitive Insurance Benefits (Medical, Dental, Vision)
• Paid Holidays—Including a Birthday Holiday
• Generous PTO
• Employee Incentive & Discount Programs
• 403b Retirement Plan
• Incredible career growth opportunities

Community Options is an Equal Opportunity Employer M/F/D/V