Help Desk Analyst

Dollar Bank is hiring a Help Desk Analyst for a hybrid position in Pittsburgh, PA. This role supports a 24/7 Service Desk and helps keep branch and back-office technology running smoothly. If you value clear communication, fast issue resolution, and accurate documentation, you will play a key part in delivering timely support and improving service effectiveness.

Responsibilities

• Provide timely and accurate responses to incoming incidents, requests, and alerts for the Service Desk.
• Log customer information and troubleshooting steps in a ticketing system, including results that accurately reflect what was performed.
• Assign, prioritize, and resolve incidents and requests efficiently, keeping communications concise and clear.
• Maintain a high first-call resolution rate while meeting performance metrics and managing an active queue of open tickets with ongoing follow-up to support timely resolution and customer satisfaction.
• Proactively identify recurring incident types and take steps to resolve or eliminate repeat issues.
• Participate in process improvement and knowledge documentation activities to strengthen support quality and consistency.
• Support all Dollar Bank branches and departmental back offices for issues related to, but not limited to, telephones, desktop devices, virtualized desktops, laptops, ATMs, and video conferencing.
• Tackle connectivity problems involving internet, WAN, and LAN.
• Maintain high-quality documentation of problems and resolutions in the Ticketing System.
• Update the knowledge base to ensure information stays accurate and current.
• Receive calls from users, branches, and back offices, resolving at the first level of support or triaging to second level support teams.
• Assist with project and maintenance activities, including User Acceptance Testing, PC builds, and execution of functional test plans.
• Support workflow tools administration and generate periodic reports.
• Work in a supportive, team-oriented environment.
• Follow risk management responsibilities by understanding, reporting, responding to, managing, and monitoring the risks encountered daily, as required by Dollar Bank’s risk management program.
• Meet all compliance expectations by following regulatory laws and company procedures required for the position.

Requirements

• Associate degree in an IT related field required, or 2 years of experience communicating, monitoring, and documenting IS incident activities.
• Good analytical and problem-solving skills.
• Ability to work effectively independently and with others to achieve team goals.
• Ability to log and triage all calls and incidents.
• Familiarity with Windows, Windows Applications, and other PC-related software and operating systems.
• A strong commitment to customer service.
• Good organizational skills and ability to multi-task.
• Ability to communicate effectively with employees at all levels using written and oral communication.

Technologies

• Windows
• Windows Applications
• Ticketing system
• Knowledge base
• WAN
• LAN