Service Desk Analyst

1 week ago

Camp Hill, Pennsylvania, United States Delta Dental of Pennsylvania Full time
Job Title: Associate Service Desk Analyst

Delta Dental of Pennsylvania is seeking a highly skilled and detail-oriented Associate Service Desk Analyst to join our team. As a key member of our Support Center, you will provide IT first-level support to our employees through various contact channels.

Responsibilities:
  • Provide technical assistance and support to employees experiencing problems with computer-related technologies, including Windows administration, Citrix, and remote connection support.
  • Recognize problems, research, isolate, resolve, and follow up on issues, as well as log and track calls using an incident management tracking tool.
  • Offer remote support and resolutions for client PC, laptops, virtual desktop, mobile devices, and production business applications.
  • Participate in after-hours, on-call support for Enterprise IT escalations.
  • Identify, troubleshoot, and resolve hardware and software failures that prevent users from accessing IT services.
  • Manage your own queue and resolve issues within established SLAs.
  • Register IT issues in an Incident Management tracking tool and assign or escalate to additional support teams.
  • Configure and maintain user settings in software and install standard applications in the desktop environment.
  • Document processes needed to support new software added to the environment.
Qualifications:
  • High School diploma or equivalent required.
  • Experience in level one (helpdesk support) in Windows-based environments.
  • Detail-oriented and problem-solving capabilities.
  • Thorough knowledge of industry best practices in system and software principles, procedures, and methodologies.
  • Ability to coordinate and prioritize multiple tasks in fast-paced, high-pressure environments.
  • Strong analytical and quantitative skills to resolve complex problems.
  • Partner with the business to identify, document, and prioritize business requirements.
  • Ability to prepare various forms of reports, correspondence, and presentations using data visualization techniques.
  • Work within various SDLC methodologies (waterfall, iterative, agile).
  • Ability to quickly extract and communicate key insights from complex data and details.
  • Advanced skills in Microsoft Excel, PowerPoint, Visio, and Outlook.
Additional Information:

Delta Dental of Pennsylvania offers a comprehensive benefits package, including competitive base and incentive pay, 401(k) with robust matching and non-matching contributions, rich medical and pharmacy benefits, and holistic wellbeing programs.

We are an equal opportunity employer and are committed to building and maintaining a diverse and inclusive workplace for all employees.

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