Technology Solutions Support Analyst

PWCampbell Contracting Co; Pittsburgh (Allegheny County); On-site; USD 52,000 - 65,000; Full time

Job summary

PWCampbell Contracting Co. seeks a Technology Solutions Support Analyst to respond to tickets, troubleshoot AV issues, and guide non-technical customers. The role includes daily device monitoring, asset management, and deployment support.

The ideal candidate has an AS degree in a technology field, 2+ years in desktop support, and familiarity with AV systems, MS Office, and ticketing software. CTS certification or willingness to obtain CTS is required.

Qualifications

• Clear communication with customers via phone and email.
• AS degree in technology or related field.
• At least 2 years of desktop support experience.
• Understanding of AV systems (speakers, microphones, displays, players).
• Customer-service oriented; able to work with clients of all skill levels.
• CTS certification or willingness to obtain CTS.
• Proficient with MS Office Suite.
• Familiar with IT ticketing software.

Responsibilities

• Prompt response to service tickets
• Troubleshooting via phone and email
• Detailed documentation and tracking of ticket status
• Monitor devices to ensure operability
• Assist project management with device asset management and deployment
• Review and file onsite support pictures and reports
• May perform other assignments as necessary

Skills

Communication skills

Customer service

Desktop support

AV systems knowledge

MS Office

IT ticketing software

Education

AS degree in technology related field

CTS certification or willing to obtain CTS

Tools

MS Office Suite

Ticketing software

Job description

We are seeking to add a Technology Solutions Support Analyst to our growing and talented design-build, retail branding and technology solutions firm. This position will support technology and BrandvisionHD clients by responding to email and phone call tickets. Perform troubleshooting phone calls and guide non-technical customers in solving AV issues. Provide proactive support with daily device monitoring and check-ins and assist with asset management and deployment.

Responsibilities

• Prompt response to service tickets
• Troubleshooting via phone and email
• Detailed documentation and tracking of ticket status.
• Monitor the status of devices to ensure they are operational and functioning correctly.
• Assist project management team with device asset management and deployment
• Review and file onsite support pictures and reports
• May perform other assignments as necessary

Requirements

• Ability to communicate effectively and in a friendly manner via phone
• Minimum of AS degree in technology related field (Computer Science, IT, Engineering)
• 2+ years of desktop support experience
• Understanding of AV systems (speakers, microphones, displays, media players, etc)
• Customer service focused background. Must be able to work with clients of all skill levels.
• Avixa CTS certification or be willing and able to obtain CTS
• Proficiency in MS Office Suite
• Familiarity with IT ticketing software

We are an equal-opportunity employer, promoting a cooperative, team-oriented environment and empowering all employees to deliver the best in class service for our clients.