It Service Desk Analyst

Erie, PA, United States

Job Description


My team partners with a leading organization in Upstate, NY and Pennsylvania within the utilities industry that has a major focus on its employees and providing exciting opportunities for ambitious professionals. We are seeking a talented and motivated IT professional to play a vital role within this growing company. Major perks in working for this company includes:

  • Excellent PTO
  • 401k with company match and additional retirement perks
  • Tuition reimbursement opportunities
  • Strong healthcare coverage
  • Exceptional employee culture and growth opportunities
PRIMARY RESPONSIBILITIES:
  • Serve as the point of contact for IT-related inquiries and incidents, providing exceptional customer service via various channels (phone, email, chat, in person).
  • Document incidents and service requests in a detailed and accurate manner, ensuring proper ticket management and adherence to established protocols.
  • Support in office and remote employees with hardware and software support including application deployment, and PC Imaging and deployment.
  • Efficiently diagnose and resolve complex technical issues. Collaborate with vendor support and cross-functional teams to drive incident resolution.
  • Contribute to the creation and maintenance of knowledge base articles and support documentation.
  • Ability to travel to multiple locations in support of IT needs in our New York and Pennsylvania service territories.
MINIMUM QUALIFICATIONS:
  • 3-5 years\xe2\x80\x99 experience in an IT Service Desk or technical support role, demonstrating strong troubleshooting and problem-solving skills with a customer focus and a passion for delivering exceptional service.
  • Strong knowledge of Windows OS (10/11), including imaging, group policy, file/folder permissions.
  • Hardware troubleshooting experience focused on modern desktop/laptop/tablet/printer equipment.
  • Familiarity with ticketing systems and remote support tools and remote application deployment tools.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
PREFERRED QUALIFICATIONS:
  • High level of initiative, professionalism, and leadership with strong interpersonal/communications skills.
  • Well organized and self-motivated with focus on strong customer service and issue resolution.
  • Exceptional analytical and problem-solving skills with strong technical competencies.
  • 2-4 years\xe2\x80\x99 experience in End User Computing, Systems Administration or Systems Engineering (or equivalent).
  • Experience with Remote deployment and scripting in PowerShell/Batch. Package Manager/IVANTI Endpoint Manager a plus.
  • Experience working in and manipulating \xe2\x80\x93Active Directory & Azure AD
Windows Group Policy
Windows Server 2016/2019 (and newer)
Intune (or other MDM)
VMWare Horizon/vSphere
M365 Admin Center Job Type: Full-time Pay: $65,000.00 - $72,000.00 per year Benefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
Experience level:
  • 4 years
Schedule:
  • Monday to Friday
Education:
  • Bachelor\'s (Required)
Experience:
  • IT support: 3 years (Required)
  • Microsoft Windows Server: 3 years (Required)
Work Location: In person

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Job Detail

  • Job Id
    JD4355422
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Erie, PA, United States
  • Education
    Not mentioned