Help Desk Analyst - Tier 1 Support

Pittsburgh Winsupply - Fire Sprinklers & Fabrication; Atlanta (GA); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Pittsburgh Winsupply - Fire Sprinklers & Fabrication is seeking a Tier 1 Help Desk Analyst to support approximately 300 employees across the United States. You will be the first point of contact for IT issues, troubleshooting desktop and mobile devices, and delivering friendly, customer-first support.

The role emphasizes strong communication, willingness to learn, and collaboration with IT colleagues in a hybrid environment (four days onsite, one day remote).

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent technical training.
• Recent graduates and career changers encouraged to apply.
• Experience with customer service in service-oriented environments is highly valued.
• Excellent communication and interpersonal skills.
• Positive attitude, strong work ethic, eagerness to learn.

Responsibilities

• Serve as the primary IT support contact via phone, walk-up, and remote channels.
• Troubleshoot desktop, laptop, printer, and peripheral issues.
• Assist users with Windows OS and Microsoft Office applications.
• Configure and support mobile devices (iPhone, Android, iPad).
• Document and manage requests using NinjaOne ticketing platform.
• Escalate complex issues to senior IT staff when needed.
• Provide a professional, customer-first support experience.
• Learn new technologies and expand technical knowledge.

Skills

Customer service

Communication

Team collaboration

Willingness to learn

Problem solving

Basic Windows knowledge

Microsoft 365 familiarity

Education

Associate’s or Bachelor’s degree in IT/CS or related

Tools

NinjaOne ticketing

Job description

About The Opportunity

Our client is seeking a customer-focused Tier 1 Help Desk Analyst to join their IT team. This is an outstanding opportunity for someone looking to launch a career in IT. Whether you're a recent graduate or making a career transition into technology, we’re looking for someone with exceptional customer service skills, a positive attitude, and a genuine desire to learn.

Technical experience is helpful, but personality, communication skills, and a willingness to help others are the qualities that matter most.

This role supports approximately 300 employees across the United States and plays a critical part in delivering exceptional day-to-day IT support.

What You’ll Do

As a Tier 1 Help Desk Analyst, you’ll serve as the first point of contact for employees seeking technical assistance. You’ll troubleshoot common issues, provide outstanding customer service, and ensure users receive timely support both remotely and in person.

Key Responsibilities Include

• Serve as the primary point of contact for IT support requests via phone, walk-up, and remote support.
• Troubleshoot and resolve common desktop, laptop, printer, and peripheral issues.
• Assist users with Windows operating system and Microsoft Office applications.
• Configure, deploy, and support mobile devices including iPhones, Android phones, and iPads.
• Document and manage support requests using the NinjaOne ticketing platform.
• Escalate more complex technical issues to senior IT staff when appropriate.
• Deliver a professional, friendly, and customer-first support experience with every interaction.
• Learn new technologies and continuously expand your technical knowledge.

What We’re Looking For

The ideal candidate is someone who enjoys helping people and wants to build a long-term career in Information Technology.

Qualifications Include

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent technical training.
• Recent graduates and career changers are encouraged to apply.
• Previous customer service experience in retail, hospitality, restaurants, or other service-oriented environments is highly valued.
• Excellent communication and interpersonal skills.
• Positive attitude, strong work ethic, and eagerness to learn.
• Comfortable asking questions and working collaboratively with teammates.
• Basic knowledge of Windows operating systems and Microsoft Office is a plus.
• Familiarity with Microsoft 365 is beneficial but not required.
• Experience with help desk ticketing systems is helpful but not required.
• For candidates transitioning into IT later in their careers, current enrollment in a technical certification or degree program is preferred.

Technology Environment

You’ll Have The Opportunity To Work With Technologies Including

• Microsoft Windows
• Microsoft 365
• NinjaOne ticketing and endpoint management
• Mobile device support (iPhone, Android, iPad)
• Microsoft Copilot
• Anthropic Claude

Work Environment

• Hybrid schedule: Four days onsite and one day remote each week.
• Location - Northside Drive near i75. South of Cumberland Mall
• Monday through Friday, 8:00 AM to 5:00 PM.

Why Join?

This is an excellent opportunity to begin or accelerate your IT career in a collaborative environment where you’ll receive hands-on experience supporting a modern Microsoft technology ecosystem.

The organization is expected to grow from approximately 300 employees today to more than 400 employees over the next 18 months, creating opportunities for professional growth and advancement within the IT organization.