IT Support Analyst

Position: Service Analyst Associate III Location: 400 Bertha Lamme Drive, Cranberry Township, PA 16066 (Hybrid) Type: 4-Month Contract on W2 Schedule: Hybrid - Onsite Tue/Wed/Thu; Remote Mon/Fri Training: 3 days onsite at Cranberry location before hybrid schedule begins Criminal Background Check and Drug Test are RequiredJob Summary The Service Analyst Associate III plays a critical role within the IT Service Management team at our top Paints manufacturing client. This team is responsible for end-user support and proactive monitoring of computer systems, adhering to ITIL best practices including Incident, Problem, and Knowledge-centered support. Key Responsibilities Provide intermediate-level end-user support and IT system troubleshooting Identify, research, and resolve technical issues Respond to requests via phone, email, and other channels Proactively monitor systems using specialized tools Document, track, and ensure timely resolution of issues Deliver advanced support and problem-solving directly to customers Participate in initiatives to improve service quality and responsiveness Set and monitor personal performance goals Required Qualifications Bachelor's degree in IT or a related field 1-3 years in technical support or IT helpdesk roles Knowledge of ITIL standards and practices Intermediate expertise in: Desktop tools/utilities Server OS and management IT networking and voice systems IT security and disaster recovery Process control/monitoring systems Call center technologies Preferred Skills Advanced troubleshooting and problem-solving Completion of IT Entry Logic and Problem-Solving Test (preferred) Excellent analytical, communication, and documentation skills Ability to work independently and in a team setting Experience supporting a diverse user base Willingness to work rotating shifts and holidays if required Commitment to safety and security standards in office/retail settings Success Factors Strong attention to detail Clear communication and knowledge sharing Ability to manage complexity and multitask Proactive problem-solving and critical thinking Ownership and accountability for tasks Skills: Desktop Support Management,helpdesk,networking,Security

Created: 2026-03-10