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Support Analyst

Pittsburgh, Pennsylvania EQT Corporation

The Support Analyst provides support and maintenance to the users within the Company’s desktop computing environment. Responsibilities include the following:

Installs, diagnoses, repairs, maintains and upgrades all PC hardware and equipment to ensure optimal workstation performance;
Troubleshoots problem areas (in person, by telephone or via e-mail) in a timely and accurate fashion and provides end-user assistance when required;
Supports end-users on various types of software programs to ensure they work efficiently and effectively in fulfilling business objectives;
Assists the network and server groups to maintain a stable network and infrastructure environment of the corporate network including diagnosing, resolving and documenting hardware and software network problems in a timely and accurate fashion and providing end-user training and support where required;
Assists in developing long-term strategies and capacity planning for meeting future desktop hardware needs;
Conducts research on desktop products in support of PC procurement and development efforts including evaluating and recommending products for purchase;
Performs onsite analysis, diagnosis and resolution of complex desktop problems for end-users and recommends and implements corrective solutions including offsite repair for remote users as needed;
Assesses the need for and implements performance upgrades to PC boxes including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, etc.;
Provides Service Desk Call Center and deskside support;
Provides desktop automation (scripting, packaging) for software deployment as needed;
Receives and responds to incoming calls, pages and/or e-mails regarding desktop problems;
Assists in preparing, maintaining and upholding procedures for logging, reporting and statistically monitoring desktop operations;
Accurately documents instances of desktop equipment or component failure, repair, installation and removal;
If necessary, serves as a liaison with third-party support and PC equipment vendors; and
Provides guidance to junior members of the team as required.

Required Skills:
Excellent technical knowledge of PC and desktop hardware and software including Dell hardware and Microsoft software products
Ability to operate tools, components and peripheral accessories
Ability to read and understand technical manuals, procedural documentation and OEM guides
Working knowledge of ITIL Service Management best practices preferred
Understanding of and experience with an enterprise level Mobile Device Management (MDM) tool is preferred.

Required Experience:
High school diploma or equivalent
At least 2 years of desktop support experience which includes hands-on hardware troubleshooting
Advanced degree or certification in a related field preferred

EQT Corporation and its subsidiaries is an EEO/Affirmative Action employer – M/F/Disability/Veteran

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