Service Desk Analyst

6 days 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.

About the Role:

As a Service Desk Analyst, you will be the primary point of contact for IT-related inquiries and incidents, providing exceptional customer service via various channels. You will be responsible for documenting incidents and service requests in a detailed and accurate manner, ensuring proper ticket management and adherence to established protocols.

Key Responsibilities:
  • Serve as the point of contact for IT-related inquiries and incidents, providing exceptional 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 and deployment.
  • 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, 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 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).
  • Experience with Remote deployment and scripting in PowerShell/Batch. Package Manager/IVANTI Endpoint Manager a plus.
  • Experience working in and manipulating Active Directory & Azure AD.
  • Windows Group Policy.
  • Windows Server 2016/2019 (and newer).
  • Intune (or other MDM).
  • VMWare Horizon/vSphere.
  • M365 Admin Center.
About National Fuel:

National Fuel is a diversified energy company headquartered near Buffalo, NY. Our employees continue to be the most important part of our Company and have made us who we are today.

We are dedicated to the communities in which we live, work, and have 2,000+ employees in Western NY and Northwest PA.

National Fuel is proud to have an inclusive workplace where diversity is valued, hard work is rewarded, and promotion from within is supported.

We offer exciting career opportunities for talented and ambitious job seekers and encourage you to apply today.

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 for mothers and fathers, 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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