Technical Support Specialist

6 days ago

Erie, Pennsylvania, United States National Fuel Corporation Full time

About National Fuel Corporation

National Fuel Corporation is a leading energy company that values its employees and the communities it serves. We are committed to delivering exceptional support and ensuring seamless technology operations.

Job Summary

We are seeking an experienced Service Desk Analyst to join our team. 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 also be responsible for documenting incidents and service requests, supporting employees with hardware and software issues, and collaborating with cross-functional teams to drive incident resolution.

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 employees with hardware and software issues, 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 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' 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.

About Our Benefits

National Fuel Corporation 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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