Hybrid Service Desk Analyst - Fast IT Support & Resolution

Dollar Bank; Pittsburgh (Allegheny County); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Dollar Bank is seeking a Service Desk Analyst I to provide timely support for incidents, requests, and alerts via the Service Desk. You will log steps, maintain ticketing records, and strive for high first-call resolution while meeting performance metrics.

The role is hybrid, with in-office hours and potential on-call, evenings, and weekends. You will help identify and reduce recurring incidents and contribute to knowledge base improvements across Dollar Bank's IT services.

Qualifications

• Associate degree in an IT related field or 2 years of IT incident experience.
• Strong analytical and problem-solving skills.
• Ability to work independently and with others to meet team goals.
• Ability to log and triage all calls/incidents efficiently.
• Familiarity with Windows and Windows applications and PC software/OS.
• Strong commitment to customer service.
• Good organizational skills and multitasking ability.
• Effective written and oral communication with all levels of staff.

Responsibilities

• Provide support to Dollar Bank branches and back offices for telephones, desktops, virtualized desktops, laptops, ATMs, video conferencing, and connectivity issues ( WAN/LAN ).
• Maintain high-quality documentation of problems and resolutions in the ticketing system.
• Update knowledge base to ensure current information is available.
• Receive calls and resolve at first level or triage to second level support.
• Assign, prioritize, and resolve incidents and requests efficiently.
• Participate in user acceptance testing, PC builds, and test plans.
• Generate periodic reports from workflow tools and work in a team environment.
• Adhere to Dollar Bank risk management and regulatory compliance requirements.

Skills

Analytical skills

Problem-solving

Multi-tasking

Customer service

Independent & team work

Logging and triaging incidents

Education

Associate degree in IT related field

Two years IT incident experience

Tools

Ticketing system

Job description

Dollar Bank is seeking a Service Desk Analyst I to provide timely support for incidents, requests, and alerts via the Service Desk. You will log steps, maintain ticketing records, and strive for high first-call resolution while meeting performance metrics.

The role is hybrid, with in-office hours and potential on-call, evenings, and weekends. You will help identify and reduce recurring incidents and contribute to knowledge base improvements across Dollar Bank's IT services.