Service Desk Analyst I

Service Desk Analyst

Civil and Environmental Consultants, Inc. (CEC) is seeking a Service Desk Analyst to join our team in the Pittsburgh, PA office. We are looking for a customer-focused problem solver with the ability to absorb and retain information quickly and to present technical ideas in clear, user-friendly language. This is a foundational role designed for someone early in their IT career who is eager to learn, grow, and build a strong technical support skill set.

The Service Desk Analyst reports to the IT Director and serves as the first point of contact for CEC employees seeking technical assistance. This role provides friendly, timely, first-tier support for hardware, software, and peripheral issues across the company's offices. This position requires you to be on-site.

Responsibilities

User Support & Issue Resolution

• Serve as the first point of contact for CEC employees, responding to telephone calls, emails, and in-person requests for technical support; identify, research, and resolve technical problems, ensuring timely resolution and follow-up
• Diagnose and triage incoming requests to determine the level of technical assistance required; resolve Tier 1 issues directly and, when a problem exceeds Tier 1 scope, escalate to the appropriate IT team member in accordance with established escalation procedures
• Accurately log, categorize, and track all incidents and service requests in the IT ticketing system, maintaining clear documentation from intake through resolution
• Participate in after-hours support, scheduled maintenance, and incident response activities when required
• Train and guide users in the proper use of hardware and software as necessary
• Help and assist with conference room, audio/visual, and virtual meeting setup and support

Equipment Setup & Installation

• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
• Image, configure, and deploy workstations and laptops; set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software
• Reformat hard drives and re-image workstations as needed
• Assist with new-hire onboarding setup, equipment provisioning, and basic account and access requests under established procedures

Documentation & Team Support

• Document and update technical and non-technical solutions; contribute to the knowledge base to improve first-call resolution and support consistency
• Assist the broader IT team with projects and initiatives as needed
• Other duties as assigned

Qualifications

Required

• Associate's degree in Computer Science, Information Technology, or a related discipline preferred; equivalent technical training, certification, or relevant experience may be substituted
• 0-3 years of experience in a help desk, desktop support, or customer-facing technical support role; entry-level candidates with relevant coursework, internships, or certifications are encouraged to apply
• Working knowledge of Windows 11, Microsoft Office / Microsoft 365 applications
• Exceptional customer service orientation with good written and oral communication skills, including the ability to explain technical concepts in clear, user-friendly language
• Able to retain information quickly and manage multiple requests in a fast-paced environment
• Able to lift up to 50 lbs. and to travel to remote and branch office locations as needed

Preferred

• CompTIA A+ or a similar entry-level IT certification
• Prior Level I service desk or deskside support experience
• Familiarity ITSM ticketing systems (ZenDesk, ServiceNow, Freshservice, etc.)
• Exposure to Active Directory / Entra ID account administration and basic endpoint management tools (e.g., Microsoft Intune)
• Experience supporting conference room and audio/visual technology

About Us

We have experts! CEC is consistently ranked as a Top 500 Design Firm and Top 200 Environmental Firm by Engineering News-Record . We are looking for people who enjoy using their education and experience to solve difficult technical problems and work on interesting projects. You can accomplish this while working with a team of professionals who are equally motivated to provide high levels of service to our clients and to teach you along the way.

We have support! We have a variety of Employee Resource Groups, including CEC Community – focused on giving back to the communities in which we work; CEC Ignite – focused on helping professionals early in their careers to develop their pathway; CEC iDEA – focused on inclusion, diversity, equality, and acceptance; and CEC Women – focused on creating internal and external opportunities for women to network and leverage professional experience!

We care about our people! People and Culture are two of the five elements of our strategic plan. When you care about your people, they will want to grow a career with you – that is our goal. CEC offers you a small-firm work environment with large-firm opportunities. Not only will we help you develop professionally, but we will also provide an opportunity to become an owner of the firm and share in its success.

CEC offers a matching 401(k); profit sharing; a performance bonus; company stock; medical, dental, and vision insurance; short and long-term disability; tuition assistance; professional development; and work-life balance.

CEC is an equal opportunity employer. We do not discriminate in recruiting, hiring or promotion based on race, color, religion, sex (including sexual orientation, gender identity or expression, transgender status), national origin, age, disability, protected veteran status or any other basis or characteristic prohibited by applicable federal, state, or local law.

Third Party Recruiters

If CEC has not expressly requested recruiting services or contractually engaged with you for recruiting services on a specific position, any resumes or candidate profiles sent to CEC shall be considered unsolicited. Therefore, any such submissions will be considered property of CEC, with no associated fees due to your firm.