IT Service Desk Specialist

L.B. Foster Company; Pittsburgh (Allegheny County); On-site; USD 42,000 - 52,000; Full time

Job summary

LB Foster Company is seeking an IT Service Desk Specialist to provide frontline support to employees, resolve hardware, software, account access and connectivity issues, and own tickets through resolution. You will troubleshoot Windows devices, Microsoft 365, printers, mobile devices, and network access, document steps, support deployments, onboard/offboard staff, and maintain asset records.

This role requires strong customer service, clear communication, problem solving, teamwork, and

Qualifications

• 1+ year of IT helpdesk or customer service experience.
• Associates degree in IT or related field preferred.
• Hands-on experience with Windows desktop OS, MS 365, printers, and peripherals.
• Knowledge of AD, security groups, access permissions, and basic networking.
• Experience documenting incidents and using a service desk tool.

Responsibilities

• Provide frontline support via phone, web, and in person.
• Troubleshoot Windows devices, MS 365 apps, printers, and network access.
• Own tickets through resolution and document steps taken.
• Escalate issues to appropriate IT teams when needed.
• Configure, deploy, and retire computers and equipment.
• Assist with onboarding/offboarding and account changes.
• Maintain asset inventory records and locations.
• Create and update knowledge articles and procedures.
• Identify recurring issues and propose improvements.
• Support IT projects, deployments, and vendor coordination.
• Follow security procedures and report incidents promptly.
• Use AI tools carefully to assist with troubleshooting and docs.
• Perform other duties as assigned.

Skills

Customer service

Communication

Problem solving

Teamwork

Multitasking

Education

Associates degree in IT

IT certification

Tools

Active Directory

ManageEngine ServiceDesk Plus

Endpoint management tools

Job description

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you will find the contact information to request the appropriate accommodation by visiting the following our Accessibility Accomodation for Applicants page.

IT Service Desk Specialist

Locations

Showing 1 location

• On-site
• Information Technology
• Full-Time
• Requisition #: ITSER003267

Description

Provide technical support to LB Foster employees, resolving hardware, software, account access, and connectivity issues. Independently troubleshoot complex incidents, own assigned tickets through resolution, and communicate clearly with users. Support equipment deployments and IT projects, maintain accurate documentation, and help other technicians strengthen their troubleshooting skills.

Essential Functions:

1. Provide efficient and timely support to all Information Technology users via phone, web, and in-person channels. Prioritize incidents and requests according to business impact, urgency, and established service levels.
2. Troubleshoot Windows devices, Microsoft 365 applications, printers, mobile devices, business applications, and network connectivity. Resolve issues using a structured approach.
3. Own assigned tickets through resolution. Record symptoms, business impact, troubleshooting steps, and solutions in the service desk system; provide progress updates and confirm resolution with users.
4. Escalate issues requiring additional expertise or access to the appropriate IT teams or vendors. Provide a complete troubleshooting handoff and coordinate follow-up through resolution.
5. Prepare, configure, deploy, replace, and retire computers and related equipment. Use approved endpoint management tools to support software installation, updates, and device configuration.
6. Support employee onboarding, offboarding, and account changes, including account setup, group membership, and access requests, in accordance with approvals and security procedures.
7. Maintain and reconcile asset inventory records, including equipment assignments, locations, returns, and retirement status.
8. Create and maintain knowledge articles, troubleshooting procedures, and deployment instructions. Train and mentor team members on support tools, products, and processes.
9. Identify recurring incidents and recommend improvements. Work with other IT teams to address underlying causes and reduce repeat issues.
10. Participate in technology rollouts, equipment evaluations, purchasing activities, and other assigned IT projects. Coordinate with vendors and develop skills relevant to the support environment.
11. Follow information security and equipment-handling procedures. Promptly report and elevate suspected security incidents to the appropriate team.
12. Use company-approved artificial intelligence (AI) tools to assist with troubleshooting, documentation, and routine support tasks. Verify AI-generated information before applying it and protect company and user information in accordance with policy.
13. Performs all other duties and responsibilities as assigned.

Experience, Education & License Requirements:

1+ year of IT helpdesk related experience or working experience in a customer service centric role.
Associates degree or other education in IT security or related field preferred or at least 2 years of related experience preferred.
Hands-on experience supporting Windows desktop operating systems, laptop setup and deployment, Microsoft 365 applications, printers, and common computer peripherals.
Working knowledge of Active Directory, user accounts, security groups, access permissions, and basic LAN, WAN, Wi-Fi, and remote connectivity troubleshooting.
Experience documenting and managing incidents and service requests in ManageEngine ServiceDesk Plus or a similar service desk platform.
Ability to diagnose problems methodically, evaluate solutions, and recognize when an issue requires escalation.

Skills & Abilities:

Customer service and communication: Listen carefully, explain technical issues clearly, and handle difficult situations with patience and professionalism.
Ownership and organization: Work independently, multitask, manage competing priorities, keep commitments, and maintain accurate records.
Problem solving and adaptability: Apply sound judgment, learn new technologies, and recommend practical improvements.
Teamwork and integrity: Share knowledge, collaborate across IT teams, protect confidential information, and follow approved procedures.
Willingness to work flexible hours.

Education

Preferred

Associates or better in Information Technology.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.