Frontline IT Helpdesk Analyst I

Aqua America, Inc.; Northern (KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Essential Utilities, Inc. in Bryn Mawr, PA is seeking a Helpdesk Analyst I to join our IT team.

You will provide first level IT support for hardware, software, applications, remote access, and user accounts, assisting employees and contractors via phone, email, and self-service. This role requires strong written and oral communication, the ability to work independently, and a commitment to delivering prompt, friendly service.

Qualifications

• High school diploma or equivalent, with business courses.
• Excellent written and verbal communication skills.
• Ability to work independently and prioritize time-critical tasks.
• Experience with MS Office products and general office procedures.

Responsibilities

• Provide level 1+ IT support for hardware, software, applications, remote access, and user accounts.
• Log all requests using Ivanti ticketing system and ensure timely updates.
• Assist with phone, self-service tickets, walk-ups, and email requests.
• Set up BYOD devices using Intune for email and application access.
• Work Monday–Friday, 7:00am–4:00pm, and participate in team discussions.

Skills

Customer service

Communication

Independent work

Time management

Education

High school diploma or equivalent

Tools

Active Directory

Intune

Citrix

Office 365

Ivanti ticketing

VPN

DUO 2-Factor

Job description

Essential Utilities, Inc. in Bryn Mawr, PA is seeking a Helpdesk Analyst I to join our IT team.

You will provide first level IT support for hardware, software, applications, remote access, and user accounts, assisting employees and contractors via phone, email, and self-service. This role requires strong written and oral communication, the ability to work independently, and a commitment to delivering prompt, friendly service.