Current jobs related to Service Desk Analyst 2 - Reading, Pennsylvania - Weidenhammer Systems Corp

  • Front Desk Coordinator

    1 week ago

    Reading, Pennsylvania, United States Lords & Ladies Salon and Medical Spa Full time

    Lords and Ladies Salon and Medical Spa is a leading, nationally recognized provider of a broad range of services to commercial and industrial properties. Our properties include office buildings, medical facilities, and senior living properties.We are seeking a Front Desk Receptionist to join our team You will be the first point of contact with our clients...

  • Front Desk Receptionist

    1 day ago

    Reading, Pennsylvania, United States Berks Auto Collision Center Full time

    Job SummaryWe are seeking a dynamic and friendly Front Desk Receptionist to be the welcoming face of our organization. In this vital role, you will manage front desk operations, provide exceptional customer service, and support administrative functions to ensure smooth daily operations. Your energetic approach and organizational skills will help create a...

  • Technical Trainer and Help Desk Specialist

    24 hours ago

    Reading, Pennsylvania, United States The Stevens & Lee Companies Full time

    Powerful Partnerships. Standout Solutions.StevensLee is a 200-plus lawyer full-service law firm representing clients throughout the Mid-Atlantic, New England and across the country from 18 offices in New Jersey, Pennsylvania, New York, Rhode Island, Delaware and Florida. The firm is the cornerstone of The StevensLee Companies, a platform of affiliated...

  • Security Officer Front Desk Weekend

    1 day ago

    Reading, Pennsylvania, United States Allied Universal Full time

    Security Officer Front Desk Weekend EveningsOverviewAllied Universal, North America's leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you will be part of a team that contributes to a culture that positively impacts the communities...

  • Security Officer Front Desk Weekends

    1 day ago

    Reading, Pennsylvania, United States Allied Universal Full time

    Security Officer Front Desk Weekends MorningsOverviewAllied Universal, North America's leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you will be part of a team that contributes to a culture that positively impacts the...

  • Financial Analyst

    1 day ago

    Reading, Pennsylvania, United States FirstEnergy Full time

    FirstEnergy at a GlanceWe are a forward-thinking electric utility powered by a diverse team of employees committed to making customers' lives brighter, the environment better and our communities stronger.FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability, and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of...

  • Epic Resolute PB Claims Analyst

    22 hours ago

    Reading, Pennsylvania, United States Reading Hospital Full time

    Job SummaryAre you an Epic Resolute PB Claims Analyst?Bring your PB Claims build expertise to Tower Health and play a key part in implementing, developing, and maintaining the Epic system along with third-party systems.This role is primarily remote with a preference for those residing in Eastern and Central time zones.Your Contributions Will IncludeAnalysis...

  • Business Analyst

    2 weeks ago

    Reading, Pennsylvania, United States Penske Full time

    Position Summary: The Business Analyst is responsible for analyzing price performance and communicating with leaders to establish rates and guidance to drive towards company revenue and profit goals. They will manage the process from rate creation, review, approval and publishing to the field. They will also look for opportunities to improve pricing...

  • Commercial Loan Analyst

    1 day ago

    Reading, Pennsylvania, United States Utilities Employees Credit Union Full time

    UTILITIES EMPLOYEES CREDIT UNIONCommercial Loan Analyst / Commercial Loan UnderwriterHours: 8am to 5pm Monday - FridayThis position requires a HYBRID work schedule and will train on site for a probationary period of time.ExemptPosition SummaryThis individual is responsible for evaluating, underwriting, and analyzing commercial loan applications and...

  • Senior Financial Analyst

    30 minutes ago

    Reading, Pennsylvania, United States Penske Full time

    Position Summary: A Penske Senior Financial Analyst provides analysis and metrics for Finance core processes and be responsible for knowledge of all systems. The position will require the ability to design, develop, implement, and maintain databases to ensure process compliance requirements and efficiencies are met. The ability to query, analyze data, and...

Service Desk Analyst 2

2 days ago

Reading, Pennsylvania, United States Weidenhammer Systems Corp Full time
:

The Service Desk Analyst II provides timely and accurate response to all incoming incidents, requests, and alerts generated from calls and emails to the Service Desk. Analysts will record information relayed from the customer and the troubleshooting steps performed along with their corresponding results accurately in the case management system. The Service Desk Analyst assigns, prioritizes, and resolves incidents and requests in an efficient and concise manner. The analyst will maintain a high first-call resolution rate while meeting or exceeding performance metrics for utilization, occupancy, and ready time in queue. Manage personal queue of open tickets and continually follow up to ensure timely incident resolution and customer satisfaction. Proactively identify and take steps to resolve or eliminate recurring incident types. Participate in process improvement and knowledge documentation activity to positively impact customer satisfaction and increase operating effectiveness and efficiency.

Summary/Objective

· Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously into the case management system.

· Monitor tickets generated by Case Management Systems for critical problems; perform first-level troubleshooting to diagnose issues and escalate to the appropriate provider.

· Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable.

· Administer, configure, and maintain Microsoft Windows Server environments, ensuring optimal performance, security and reliability.

· Collaborate with IT team members to monitor, manage and troubleshoot M365 services including Azure, EntraID and Intune

· Assist with administering M365 services such as Exchange online, Sharepoint, Azure and other related applications

· Provide exceptional customer service to all clients.

· Proactively support and maintain effective user relationships by educating clients on system operations and applications.

· Utilize all existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards.

· Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.

· Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.

· Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies to provide technically accurate solutions to customers.

· Administer Microsoft based systems as a shared responsibility, Active Directory, GPOs, DNS, NFS, and related enterprise management systems

· Administrative management of Web services such as IIS and Apache

· Ability to create new and manage email accounts in M365.

· Basic administrative support of databases such as Microsoft SQL and MySQL

· Work with a variety of proprietary customer applications for implementation and perform upgrades as required. As necessary, work with application support team for full resolution of any issues.

· Assist to develop internal documentation and procedures related to specific customer environments.

· Participate in after-hours (24×7) support on-call rotation, which will include calls on various technology platforms (including, but not limited to, Microsoft OS and basic network support)

· Participate in duties as assigned such as application support, patch management, client support activities, etc.

Position Type/Expected Hours of Work

Position is typically Monday through Friday, 8am to 5pm Eastern. Work time must be flexible for occasional outside normal business hours work based on client demand or need. Participation in an on-call schedule that is estimated to be one week on, six weeks off (on average).

Travel

Limited travel to/from the data center and/or client locations.

Requirements:

Competencies

· Proficient with wide range of technologies (Microsoft, Citrix, VMWare, Hyper-V, etc.)

· Working knowledge of PC's, operating systems, applications, networks, and hardware concepts

· Customer focused

· Understanding of IT processes and procedures concepts

· Excellent troubleshooting capabilities

· Monitoring of server performance and troubleshoot problem areas as needed

· Basic understanding of M365 environments including, Azure, Entra ID, Intune, and others.

· Strong analytical and problem-solving ability to effectively prioritize and execute tasks

· Good written, oral, and interpersonal communication skills

· Ability to work within an on-call rotation as well as nights and weekends

· Highly self-motivated and directed with keen attention to details

· Ability to work both independently and in a collaborative team environment

· Ability to grow and learn new technologies

· Willingness to learn, maintain, and sustain current and new technology related certifications and trainings, as offered or required

Required Education and Experience

  • 5+ years of experience with case management, troubleshooting, and service desk support.
  • Minimum of High School Diploma Required
  • Certificate and/or bachelor's degree in technology preferred