Department: Technology
Reports to: Manager, Systems and Support
Location: Pittsburgh, Pennsylvania
Status: Part-Time, Non-Exempt, Onsite
Schedule: 15-25 hours per week. Will include evenings, weekends, and event coverage.
Overview
The IT Service Desk, Part-Time is the first point of interaction between Business Department employees and the Technology Department. This individual will work closely with the Technology Department to resolve troubleshooting tickets and provide internal technical support.
The ideal candidate is adaptable and possesses strong customer service and verbal communication skills, with the ability to develop trustworthy and reliable relationships with employees. They will combine these skills with their technical abilities and willingness to learn to successfully perform their job functions as part of a team. Organizational skills, attention to detail, time and priority management, and self-motivation are also vital to success in this role.
The Technology Department will provide opportunities to develop new technical skills and learn how to operate as a successful member of the larger Penguins organization.
Key Responsibilities
Service Desk & Technical Support
- Partner with the Technology Department to address the technical needs of the business.
- Take calls, monitor Helpdesk tickets, and respond to emails to provide initial technical support for Penguins and facility employees.
- Monitor the IT Helpdesk ticket queue and resolve initial Service Desk Tier 1 support tickets.
- Resolve appropriate support requests and escalate issues to senior-level technical resources when necessary.
- Continue to grow technical knowledge while providing a high level of customer service.
Systems & Employee Support
- Work with the Technology Department to complete tasks associated with employee onboarding, offboarding, and job changes, including PC/Mac imaging and configuration.
- Support related tasks in Active Directory and other systems.
- Assist with technical support needs across the organization as they arise.
Department & Event Support
- Work on select projects with other teams within the Technology Department, including IT Infrastructure, Systems Administration, and Governance, Risk, and Compliance.
- Provide technical support for hockey games, concerts, and other events, as scheduled.
Qualifications
Required Qualifications
- At least six months of experience with commonly used PC/Mac hardware and Microsoft software.
- Basic understanding of wired and Wi-Fi networks and troubleshooting techniques.
- Proficiency with the configuration and troubleshooting of iOS and Android devices.
- Strong customer service and verbal communication skills.
- Ability to prioritize tasks, manage time effectively, and maintain attention to detail.
- Adaptability, self-motivation, and willingness to learn new technical skills.
Preferred Skills & Experience
- Proficiency with PC hardware and Windows 11 troubleshooting.
- Proficiency with MacOS device hardware and operating systems.
- Experience with the following applications and platforms:
- Microsoft 365 and MS Outlook
- Webex, Zoom, and Teams
- Helpdesk ticketing platforms
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.