About Us:

EMCOR Group, Inc. is one of the largest electrical and mechanical construction and facilities and industrial services firms in the United States. In 2019, the Company had revenues of approximately $7.7 billion. EMCOR's services are provided to a broad range of commercial, industrial, utility and institutional customers through approximately 75 operating subsidiaries and joint venture entities. It is a Fortune 500 company with shares listed on the New York Stock Exchange (NYSE: EME).
The approximately 34,000 skilled employees of EMCOR have made the Company, in the eyes of leading business publications, among the "World's Most Admired" and "Best Managed." EMCOR's diversity-in terms of the services it provides, the industries it serves, and the geography it spans-has enabled it to create a stable platform for sustained financial results.
EMCOR Mechanical Services (EMS) EMCOR Mechanical Services (EMS) provides comprehensive, full-service HVAC and mechanical solutions. Our national footprint of over 3,500 skilled field technicians are trained to work on virtually any brand of equipment in every type of facility in nearly every major U.S. market

Job Title: IT Service Desk Analyst

Job Summary: EMCOR Mechanical Services has an opportunity for an IT Service Desk Analyst.

The IT Service Desk Analyst will provide first and second line technical support to employees of EMCOR Mechanical Services (EMS), both local and remote. The successful candidate will require an aptitude for working with applications and systems in order to undertake analysis, diagnosis and resolution of end user issues. This position can be performed remotely from any location near an EMS business location.

Essential Duties and Responsibilities

• Act as a point of contact for phone calls and emails from EMS employees regarding IT issues and queries
• Receive, log and manage calls, emails, or text messages from EMS employees into our enterprise Helpdesk ticketing application
• Maintain an Asset Database and track changes
• 1^stand 2^nd line support troubleshooting of IT related problems from in-house software to hardware, such as iPhones, iPads, Laptops, PCs and Printers
• Troubleshoot basic network issues such as broadband and Wireless Access Point issues
• Escalate unresolved calls to the infrastructure support team
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries, adhere to all service management principles and EMCOR policies
• Basic Active Directory knowledge, such as resetting passwords, disabling accounts, etc.
• Mobile device account management and provisioning
• In-boarding new users hardware resources

Competencies:

• Excellent communication skills and telephone manner.
• Excellent organizational skills
• 2 years previous IT Service Desk and/or Call Centre experience required
• Incident Management experience - Managing incidents including business expectations and communication
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows and Microsoft Office Suites
• Experience using and troubleshooting Outlook issues in a network environment (permissions, calendar sharing, delegation)
• Professional certification for Microsoft, Cisco, CompTIA, and other would be desirable
• An ITIL qualification is desirable but not essential

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled