Service Desk Analyst

1 day ago

Erie, Pennsylvania, United States National Fuel Corporation Full time
Job Title: Service Desk Analyst

National Fuel is seeking an experienced Service Desk Analyst to join our team in Erie, PA. As a member of our IT team, you will play a crucial role in delivering exceptional support and ensuring seamless technology operations.

Key Responsibilities:
  • Serve as the primary point of contact for IT-related inquiries and incidents, providing top-notch customer service via various channels.
  • 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.
  • Efficiently diagnose and resolve complex technical issues, collaborating with vendor support and cross-functional teams to drive incident resolution.
  • Contribute to the creation and maintenance of knowledge base articles and support documentation.
Requirements:
  • 3-5 years' experience in an IT Service Desk or technical support role, demonstrating strong troubleshooting and problem-solving skills with a customer focus.
  • Strong knowledge of Windows OS (10/11), including imaging, group policy, and file/folder permissions.
  • Hardware troubleshooting experience focused on modern desktop/laptop/tablet/printer equipment.
  • Familiarity with ticketing systems and remote support tools, as well as remote application deployment tools.
Preferred Qualifications:
  • High level of initiative, professionalism, and leadership with strong interpersonal/communications skills.
  • Well-organized and self-motivated with a focus on strong customer service and issue resolution.
  • Exceptional analytical and problem-solving skills with strong technical competencies.
  • 2-4 years' experience in End User Computing, Systems Administration, or Systems Engineering (or equivalent).
About National Fuel:

National Fuel is a diversified energy company headquartered near Buffalo, NY. We are dedicated to building a diverse workforce and an equitable and inclusive work environment. We celebrate diversity and do not discriminate based on race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, disability, veteran status, or any other legally protected basis.

Compensation and Benefits:

The rate of pay will be commensurate with experience and will range from $58,500 - $67,000. National Fuel offers a comprehensive benefits package, including medical and prescription drug coverage, paid company holidays, dental coverage, parental leave, vision coverage, tuition reimbursement, 401(k) with company match, life insurance, company-funded retirement savings account, long-term disability insurance, flexible work schedule, flexible spending account, paid time off, and charitable giving programs.

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