Hybrid IT Service Desk Analyst – First‑Line Support

GNC; Pittsburgh (Allegheny County); Hybrid; USD 42,000 - 65,000; Full time

Job summary

GNC is seeking a Service Desk Analyst to provide first level support for company systems, handling incident tracking, documentation, and escalation in a collaborative environment. The role emphasizes strong customer service, clear communication, and efficient issue resolution in a hybrid work setting.

Responsibilities include incident logging, troubleshooting, and coordinating with on-call engineers and vendors.

Qualifications

• Bachelor's degree in CS, business or related field required or equivalent experience.
• 1+ year of professional IT/helpdesk experience preferred.
• Mobile device or POS support experience preferred; strong MS Office, Outlook and Internet skills.
• Analytical, prioritizing, interpersonal and problem‑solving abilities; project management helpful.
• Strong verbal and written communication; ability to interpret and present information clearly.
• Solid math concepts; ability to work autonomously and in a team in a fast-paced setting.
• Ability to build collaborative relationships across the organization and with external partners.
• Willingness to work overtime as necessary.

Responsibilities

• Install and provide initial support for in-house technology and applications.
• Serve as first contact, document incidents, and assist with resolution.
• Evaluate problems and escalate as needed with supervisor guidance.
• Log issues in the IT Service Desk system and track progress.
• Coordinate service calls and depot maintenance for store equipment.
• Provide courteous, accurate support and timely updates to users.
• Follow up with customers and internal teams on resolutions.
• Document problem details and troubleshooting steps.
• Utilize the knowledgebase and share resolutions with teammates.

Skills

Customer service

Communication

Problem solving

MS Office

Outlook

Teamwork

Education

Bachelor's Degree in CS/Business/related field

Tools

Service Desk software

Job description

GNC is seeking a Service Desk Analyst to provide first level support for company systems, handling incident tracking, documentation, and escalation in a collaborative environment. The role emphasizes strong customer service, clear communication, and efficient issue resolution in a hybrid work setting.

Responsibilities include incident logging, troubleshooting, and coordinating with on-call engineers and vendors.