This position will serve as the primary IT support liaison for their region. Requirement is 5 days onsite. They will also assist other team members to complete demands of the business. The IT Service Desk Analyst will be supporting and owning roughly 60-70 internal employees in the following states/cities: Michigan, Indiana, Tennessee, and Pittsburgh, PA. Managing escalated incidents and request from the Service Desk and working with other departments within IT Operations. Assisting end users onsite or remotely with hardware and/or software inquiries. Configure and install IT hardware and software. Perform asset management including updates and reconciliation.
Essential Functions:
Image, configure, and deploy all IT hardware, peripherals, mobile devices, and software for all Pike Employees.
Troubleshoot and resolved all IT related incidents with cooperation from other departments within IT Operations
Document support incidents in detail within the Help Desk ticketing system.
Work with ITAM (Asset Management) to ensure an accurate inventory
Coordinate and configure IT products and services for activities such as video conferencing, webinars, and conference room presentations, off site meetings.
Works with remote users to solve both application and connectivity issues on desktop, laptop, and mobile devices.
Create, review, edit and share documentation to all team members.
Researches, recommends, and implements solutions with direction from the Manager or team leader.
Responsible for assisting in the support of our mobile product line to iOS devices on all major carriers.
Participate in weekly on-call rotation for escalation coverage supporting for the Service Desk
Publish and review documents in the knowledge base to help assist team members

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