The IT Analyst will serve as the initial point of contact for incident resolution and requests reported to the service desk. The Candidate will provide remote and on-site support for workstations, laptops, printers, mobile and peripheral devices. This role fields customer questions and problems, and uses technical knowledge to independently resolve the issue, or partner with the appropriate IT technical resource to identify the solution. Candidate needs to be capable of multi-tasking, very detail-oriented, and accustomed to working in a fast-paced and dynamic work environment. This position has a significant influence on customer service and customer satisfaction.

Job Responsibilities:

• Monitor and respond to service desk incidents and provide technical support to the end user.
• Must provide a basic-to-intermediate level of software and systems support.
• Uses a ticketing system to manage assigned cases. Logs all activities and ticket updates.
• Creates and maintains accurate records for all devices worked on.
• Ensures metrics and service level agreements are upheld. Provides timely response to customers, in accordance with service level agreements.
• Contributes to and helps maintain the Knowledge Base.
• Responsible for hardware and software configurations of computers and related peripherals including scanners, printers, and communications devices, ensuring full network connectivity and user configurations and preferences are met.
• Ability to support users with limited knowledge of computers, software, hardware, and systems.
• Provides white-glove service to Leadership as needed.
• Other Projects as assigned

Knowledge, Skills and Abilities:

• Excellent communication skills and telephone manners.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10, Office O365 and iOS and Android mobile device support.
• Experience with using and troubleshooting Outlook 365 within a network environment (permissions, calendar sharing, delegation)
• Experience with an IT Service Management ticketing systems.
• Attentive to details, good analytical and problem-solving skills.

Expected Hours of Work:

• Work hours are a minimum of 9:00 AM to 4:30 PM Monday through Friday.
• Occasional evening, weekend and Holidays work may be required as job duties demand.

Minimum Qualifications:

• Bachelor’s Degree in Computer Science, or related technology area or equivalent technical experience/ certification will be considered in lieu of education.
• A or similar certification preferred.
• 1-4 years of phone-based customer service technical experience.
• Ability to lift 45 pounds with accommodations.
• Valid Pennsylvania Driver’s License.

Work Remotely

• No

Job Type: Full-time

Pay: $35,022.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Technical Support: 1 year (Preferred)

License/Certification:

• Driver's License (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person