Service Desk Analyst

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

Since 1935, GNC has been a global leader in health and wellness innovation, inspiring people to achieve their goals with a trusted and dynamic range of products. As #TeamGNC, we prioritize our consumers, constantly collaborating and developing new ideas to deliver cutting-edge solutions. Our team is passionate about driving change and turning aspirations into actions. We believe that good health is the greatest gift, and there’s nothing more rewarding than helping others achieve it. Join us in empowering others to Live Well!

What We’re Looking For:

At GNC we embrace a “Live Well” philosophy, fostering a dynamic environment where innovation meets passion. Whether someone is an athlete or just starting to focus on their health, we want to deliver the cutting‑edge products they deserve. We are looking for an individual who is excited and eager to play a pivotal role in driving excellence in the health and wellness industry. This position offers the opportunity to engage in a collaborative environment where you will make a personal impact every day.

The Service Desk Analyst position provides first level problem determination, tracking and resolution or escalation for company owned systems. The ideal candidate will possess excellent customer service and communication skills and assist in delivering world class support to our associates in a collaborative, team environment. This is a dynamic environment which offers exposure to many technologies.

This is a Full-Time Contract Position

JOB RESPONSIBILITIES:

• Assumes primary responsibility for installation and initial support of all in‑house technology and applications being used
• Provide first level contact, documentation, incident management and resolution for all associates
• Evaluate routine problem situations and determine which emergency operations or escalation procedures are required, consulting with a supervisor as appropriate
• Log all issues properly into the IT Service Desk management software
• Place service calls or utilize depot maintenance on store equipment, including troubleshooting, dispatching service providers and/or maintenance shipping of hot spares by consulting with a supervisor
• Provide professional, courteous, prompt, and accurate support and solutions to users
• Follow up with the customer providing updates as needed and, if applicable, follow up with internal GNC personnel or external vendor ticketing systems/contacts and provide the customer with necessary updates
• Gather and document detailed problem information and troubleshooting steps
• Utilize the internal Service Desk knowledgebase and procedures while sharing documented resolution information with team members so that future issues are resolved faster
• Gain a working knowledge of systems used and standard operational procedures that are in place
• Work with IT on‑call engineers and/or vendor support contacts to resolve technical problems
• Communicate effectively when translating technical information to/from non‑technical users
• Identify end user training opportunities based on user issues reported through the Service Desk
• Provide feedback to management on ways to increase first call resolution and customer satisfaction
• Additional duties as assigned

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

PHYSICAL ASPECTS/WORK ENVIRONMENT:

• Hybrid work environment with one day in office at our Headquarters
• Regularly required to stand; walk; sit; use hands or fingers to handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.
• Regularly/Occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• The noise level in the work environment is usually low/moderate.

* Reasonable accommodations may be made to enable individuals to perform the essential functions.

QUALIFICATIONS:

• Bachelor’s Degree in Computer Science, Business Administration or related field; or an equivalent combination of education and experience sufficient to successfully perform the key accountabilities of the job required
• 1+ years of previous professional IT organization, Helpdesk, Service Desk, or Customer Call Center experience preferred
• Mobile device or Point of Sale support experience preferredHigh degree of proficiency MS Office Suite, Outlook & Internet applications
• Strong analytical, prioritizing, interpersonal, problem‑solving, presentation, budgeting, project management (from conception to completion), & planning skills
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
• Solid understanding and application of mathematical concepts
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
• Ability to work well autonomously and within a team in a fast‑paced and deadline‑oriented environment.
• Ability to work with and influence peers and senior management
• Self‑motivated with critical attention to detail, deadlines and reporting
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to read, write, and comprehend simple instructions, short correspondence, and memos
• Ability to work overtime as necessary

General Nutrition Centers, Inc. is an Equal Opportunity Employer