Service Desk Analyst

Wabtec; Pittsburgh (Allegheny County); On-site; USD 62,100 - 85,300; Full time

Benefits offered by this job

Annual bonus

Job summary

Wabtec is seeking a Service Desk Analyst to deliver first and second level IT support, ensuring the client computing environment remains reliable and productive. The role involves installing, diagnosing, repairing, and upgrading hardware and software while adhering to SOPs and SLAs.

You will document issues, participate in large deployments, and collaborate with Service Desk Leads to resolve site problems. Travel up to 25% is required.

Qualifications

• Bachelor's or technical degree in related field.
• Minimum 4 years of service desk experience.
• Hands-on hardware troubleshooting experience.
• Experience researching PC issues and products.
• Experience with IT hardware, software and peripherals.

Responsibilities

• Perform Service Desk tasks according to SOPs.
• Document hardware failures and repairs in the ticketing system.
• Identify hardware, software and services meeting defined SLAs.
• Maintain CMDB data accuracy in the Service Desk system.
• Support anti-virus deployments and patching.
• Travel up to 25% to other Wabtec facilities.

Skills

Hardware troubleshooting

Network protocols

Operating systems

Communication

Analytical thinking

Teamwork

Customer service

Education

Bachelor's or Technical degree

Job description

Job Description

How will you make a difference?

The Service Desk Analyst will use critical thinking and standard operating procedures to perform IT support activities and resolve issues to ensure effective and timely resolution of tickets. This position ensures the integrity and reliability of the client computing environment and provides first and second level support in all technology-related issues. The Service Desk Analyst responsibilities include installing, diagnosing, repairing, maintaining, and upgrading all hardware, related equipment and software while ensuring optimal workstation performance. They will work with other groups, and particularly Service Desk Leads, to provide the necessary support to resolve client and site issues.

What do we want to know about you?

Minimum Qualifications

• Bachelors or Technical degree (2 or 4-years) in discipline appropriate to position or equivalent combination of education, certifications, and experience.
• Minimum of 4 of experience in Service Desk Support type role with hands‑on hardware troubleshooting experience
• Experience in conducting research into PC issues and products as required
• Experience in operating tools, components, and peripheral accessories

Knowledge, Skills and Abilities

• Excellent technical knowledge of computer hardware
• Working technical knowledge of current network protocols, operating systems, and standards.
• Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Analytical and reasoning ability for solving problems and good judgment for complex decision‑making.
• Capable of planning and organizing work and processes; ability to self‑direct multiple projects and meet deadlines.
• Ability to cooperate and have the interpersonal skills to work effectively as a team member.
• Quality orientation.
• Motivation to provide excellent internal and external customer service
• Ability to present ideas in user‑friendly language.

What will your typical day look like?

• Perform Service Desk tasks according to Standard Operating Procedures (SOPs).
• Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
• Accurately document instances of hardware failure, repair, installation, and removal in the Service Desk system.
• Perform tasks related to Service Desk support in acquisition integrations
• Administer and support current Anti‑virus implementations to ensure the security of client systems. Monitor desktops for patching and anti‑virus compliancy.
• Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation.
• Performs activities related to the operations and monitoring of the IT environment.
• Implement, configure, troubleshoot and maintain network printers.
• Implement, configure, troubleshoot and maintain phones.
• Obtain approval and purchase hardware and software as required or requested.
• Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Service Desk activities.
• Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.
• Resolves questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity required. Will participate in projects that are large scale deployments of client support level software or hardware.
• Able and willing to travel up to 25%. Travel includes but is not limited to driving a vehicle to other Wabtec facilities, or air travel, as needed.

You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary.

More information on offered benefits, which include health, welfare, and retirement, is available at mywabtecbenefits.com.

Wabtec will only employ those who are legally authorized to work in the U.S. for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable).

Qualifications

Additional Information

Our job titles may span more than one career level. The salary rate for this role is currently $62,100-85,300. The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include annual bonus, if eligible.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

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