IT Service Desk Analyst - Military veterans preferred

Job Category: Systems
Risquisition Number: ITSER001173
Posted: July 18, 2025
Full-Time
Pittsburgh, PA 15219, USA

Job Details

Description

IT Service Desk Analyst

Buchanan Ingersoll & Rooney is a national law firm with a proven reputation for providing progressive, industry-leading legal, business, regulatory and government relations advice to our regional, national and international clients.

We are currently seeking an experienced IT Service Desk Analyst for our Pittsburgh office. This position is responsible for technical support and will handle technical escalations, assist with ticket QC, identify trending issues warranting root cause analysis (Problem Management), and triage all email generated tickets. Acknowledge, respond and resolve issues within defined targets. Additionally responsible for small to medium projects requiring interdepartmental participation.

Essential Duties and Responsibilities:

• Immediate availability to support of customer calls and attempt to achieve Initial Call Resolution.
• Identify and manage technical issues that require escalation to subject matter experts to ensure issues are being addressed.
• Acknowledges all personal and automatic assignments within a timeframe detailed by management.
• Triage all email generated tickets and either handle directly or assign to Level 2 or escalate to subject matter experts, as appropriate.
• Maintains personal open ticket report(s) and has this available at all times for review.
• Ensures all open ticket(s) carrying over to the next business day have a journal entry indicating actions taken, next steps, and timeline for next steps.
• Ensure service levels are achieved.
• Proactively identify trending issues for follow-up via Problem Management.
• Build the knowledge base by identifying needs for new/updated content, including coordination with subject matter experts on content authoring and validation
• Take a proactive approach to identifying opportunities to contribute to the success of the business and assist in improving the overall customer experience.
• Work on small to medium projects as assigned by supervisor.
• Accounts for active project tasks or customer items in ITSM System.
• Willingness to work overtime or adjust shifts to meet coverage needs on an as-needed basis.
• Cover On-Call responsibilities for nights and weekends on a rotating basis.

Required Education/Experience:

• Associates Degree in IT related field or equivalent related work experience.
• Related certifications, a plus (ex: ITIL, MS).
• 3 – 5 years of Help Desk experience.
• Team Lead experience, a plus but not required.
• Experience with Microsoft Teams troubleshooting, a plus.

Why should you work at Buchanan?

Our Firm offers outstanding benefits that include:

• Competitive salary and generous Paid Time Off
• Hybrid work schedules
• Paid Holidays, including a floating holiday
• WorkWell wellness program
• Caregiving assistance with Bright Horizons (child, elder, and pet care!)
• Access to our Firm-wide emergency assistance fund
• Free full access to LinkedIn Learning
• Insurance – Medical, Dental, Vision
• 401K Program
• Retirement Savings Program

We are an Equal Opportunity Employer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

PI275741871