Help Desk Analyst

Position Summary

The Help Desk Analyst serves as a key liaison between frontline support and engineering teams. This role is responsible for advanced troubleshooting of complex or high-priority technical issues, ensuring timely resolution and maintaining exceptional customer satisfaction.

Beyond issue resolution, the Help Desk Analyst leads the development and maintenance of comprehensive knowledge base articles and training materials to support new technologies and evolving processes. By driving documentation standards and knowledge sharing, this position enhances team efficiency, fosters continuous learning, and strengthens the overall support framework within the organization

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Key responsibilities include:

• Serving as the primary escalation point for Level 1 technicians on challenging or time-sensitive cases.

• Acting as a bridge to engineering teams for deeper technical analysis and resolution.

• Performing advanced diagnostics and troubleshooting across multiple systems and platform.

• Creating and maintaining detailed knowledge base content and process documentation.

•  Developing training resources and onboarding materials for emerging technologies and tools.

• Promoting best practices to improve Helpdesk workflows and customer experience.

Primary Success Factors

• Act as the primary escalation point for Helpdesk tickets requiring advanced troubleshooting or urgent resolution.

• Provide Level 2 support for Windows desktop, end user hardware, M365 collaboration tools, and AVD connectivity issues.

• Demonstrates strong knowledge in the administration of Microsoft applications such as Microsoft Office 365 and Azure environments including but not limited to Azure Active Directory, Exchange Online, SharePoint Online, MS Teams, OneDrive and Intune for mobile device management.

• Document Helpdesk workflows, troubleshooting guides, and standard operating procedures.

• Creates and maintains knowledge base articles that’s located in ticketing system.

• Develop and maintain training materials for Helpdesk staff to improve technical proficiency and service quality.

• Collaborate with IT teams and vendors to resolve issues beyond Helpdesk level 1 scope.

• Ensure compliance with organizational policies and security standards during support activities.

• Participate in team knowledge-sharing sessions and contribute to continuous improvement initiatives.

• Researches, resolves and responds to complex customer problems in a timely manner, providing excellent listening and verbal skills, including being courteous and kind with the customer's needs in mind.

• Provides communication to managers, teams, IT and business units to ensure problems and project needs are addressed in a timely fashion.

• Works directly with customers and peers to reproduce, resolve and document issues for server administrators and security engineers to take appropriate corrective action, continuously communicating status updates to leadership and deliver solutions

• Demonstrates commitment to welcome, value and foster a climate that promotes and fully leverages team diversity.  Participates in employee development through training and technology transfer to existing technical support team members.

Required Experience

• Bachelor’s degree in Information Systems, Computer Science, or equivalent work experience.

• Minimum of 2 years hands-on technical support experience working in Information Technology on a Helpdesk or ServiceDesk environment.

• Two years of experience with Windows OS Solutions and M365 environments.

• Proven experience with providing comprehensive technical support, as well as creating technical documentation.

• Ability to become aware of new technologies, either through training and/or on-the-job experience.

• Knowledge of the legislative and regulatory process

• Strong problem-solving and troubleshooting skills for Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), and end-user hardware technologies.

• Ability to communicate technical information clearly to non-technical users.

• Experience in creating documentation and training resources.

• Strong knowledge of ticketing systems and IT support best practices.

• Customer-focused mindset with strong interpersonal skills.

Candidates with 3 or more years of hands-on technical support experience may be considered for an alternative role.

It is the policy of the Federal Home Loan Bank of Pittsburgh to ensure equal employment opportunity (EEO) for all employees and applicants for employment without regard to race, religion, color, sex, national origin, age, disability status, genetic information, veteran's status, ancestry, sexual orientation or status as a parent as defined by applicable law. It is the Bank's policy to comply with applicable laws concerning the employment of persons with disabilities, including reasonable accommodation for applicants and employees with disabilities.