Helpdesk Support

Allegheny County Pennsylvania is hiring for an onsite Helpdesk Support role focused on first contact assistance for users experiencing computer-related issues. The position operates under the supervision of the Service Delivery Manager and emphasizes timely problem resolution, clear documentation, and coordinated follow-up when issues require escalation.

Position Overview

The Helpdesk Support function is responsible for providing users with prompt resolution to computer problems by using a step-by-step approach that helps guide the user through both the issue and the solution. When a resolution cannot be completed over the telephone, the role requires preparing a Work Order/Problem Report and submitting it to the appropriate support personnel for further handling.

Key Responsibilities

• Deliver expedient first contact resolution for user issues.
• Collect and document all pertinent information required to assess and address the problem.
• Troubleshoot issues using a step-by-step process.
• Coordinate with PC Communications Engineers and 2nd tier support regarding possible resolutions.
• Update the department’s knowledge base as needed.
• Identify potential process improvements and recommend changes to streamline problem resolution.
• Perform other related duties as requested or assigned.

Required Qualifications

• High School Diploma or equivalent AND four (4) years of experience in tier one remote troubleshooting supporting an IT Service Desk environment.
• An equivalent combination of education and experience may be substituted.

Preferred Qualifications

• Associate’s Degree in Information Technology, Computer Science, or a related field.
• Vendor certifications are a plus (examples include HP, Dell, and Microsoft across operating systems, desktop products, directory services, networking, and similar areas).

Tools and Technologies

• Windows operating system
• Microsoft Office suite
• Microsoft desktop products
• Microsoft directory services
• Networking
• HP
• Dell
• Microsoft

Compensation

USD 21 - 25 per hour.

Work Location and Availability

Allegheny County, PA (onsite).

Residency: Allegheny County within 1 year.

Additional Requirements

• Successful completion of a background check, including verification of Allegheny County Real Estate Tax status.

How to Apply

• Submit applications online until the position is filled and/or the posting is closed.
• After reviewing the job announcement, use the application link at the bottom of the page to apply online.
• A resume is required with the application.
• A resume may not be substituted for the application.

Veterans’ Preference

Veterans’ preference will be awarded to eligible candidates.