Level 1 Help Desk Analyst

Pittsburgh, PA

Type: Contract

Category: Information Technology

Job ID: 145466

Date Posted: 09/13/2019

POSITION TITLE:                Level 1 Help Desk Analyst (Contract Position)

REPORTS TO:                     Help Desk Manager

GRADE:                              E


Function as a team member within the American Eagle Technology Support Center by providing procedural and level 1 support to corporate and store level customers of AE Technology. Monitors AE systems for exceptions and resolves or escalates these exceptions to the appropriate level 2 or 3 teams.  



  • Receive and accurately log all AE internal customer contacts via e-mail and phone using the AE ticketing system in a timely manner – approximately 250-350 calls per week.
  • Provide 1st level technical support for corporate customers including:
      • Respond to, identify, and resolve routine issues through discussions with customers
      • Provide procedural and level 1 technical support in a timely and responsive manner to customers with computer related problems, such as lack of understanding about software, inoperative hardware or software. Assist in training customers to avoid recurring issues
      • Follow established processes for the control, escalation, tracking and follow-up of any reported issues
  • Provide 1st level technical support to store associates including:
      • Verify power and peripheral connections of store hardware
      • Identify and escalate store connectivity issues including circuit and broadband connectivity and status
      • Open trouble tickets with 3rd party support vendors as directed
      • Configure store technology equipment as required including register scanners, RF scanners and various components to stores. 
      • Track and update inventory information as equipment is shipped and received.  Keep track of corporate inventories and order equipment as necessary.
      • Follow established processes for the control, escalation, tracking and follow-up of any reported issues
  • Independent and structured continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implemented
  • All other duties as assigned



  • Associates Degree (Business Administration, Computer Science or related field) or equivalent experience
  • 1+ years of experience with Microsoft Office Suite products including Outlook, Cisco network hardware and IOS commands, Oracle Point of Sale, IBM Point of Sale hardware, JIRA Service Desk (or applicable ticketing system), Active Directory, Windows 10 workstation, Windows 2003/2010 Server, IBM Server hardware, remote control technologies including remote desktop and putty, AS400, Cisco wireless  networks and Cisco IP telephony, and iPods/iPads
  • Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action.
  • Works with minimum supervision, proactively follows up on outstanding issues/tickets, is customer service oriented.
  • Handles multiple tasks with changing priorities and is able to handle frequent interruptions positively.
  • Strong analytical, prioritizing, interpersonal, problem-solving skills
  • Strong verbal and written communication skills
  • Demonstrated collaborative skills and ability to work well within a team
  • Ability to work in a fast-paced and deadline-oriented environment
  • Self-motivated with critical attention to detail, deadlines and reporting.



  • Must have flexible availability; able to work weekends and/or holidays.
  • There are no guaranteed/set shifts. Shifts are based off of business needs.
  • Must have access to their own transportation to get to/from work.