Helpdesk Analyst I

Aqua; Bryn Mawr (PA); On-site; USD 52,000 - 65,000; Full time

Job summary

Essential Utilities, Inc. is seeking a Helpdesk Analyst to deliver first-line IT support for employees and contractors. You will respond to requests via phone, email, and self-service, log tickets, and ensure fast, friendly service.

You will configure BYOD devices with Intune and manage accounts in Active Directory, while collaborating with the IT Helpdesk team to resolve issues and drive a superior user experience.

Qualifications

• High school diploma or equivalent; three years of general business/IT support experience.
• Excellent written and oral communication skills.
• Experience with personal computers, MS Office, and standard office procedures.
• Continually develops and maintains technical skills to ensure high-quality end-user support.
• Ability to work independently and handle time-critical tasks with customer focus.

Responsibilities

• Provide level 1+ IT support for hardware, software, apps, remote access, and user accounts.
• Log and track requests accurately using Ivanti.
• Answer inquiries via phone, email, self-service, and walk-ups.
• Setup BYOD devices with enterprise MDM (Intune) for email and apps access.
• Manage Windows user accounts and passwords in Active Directory.
• Ensure a positive end-user experience and proactive issue resolution.
• Follow documented procedures and reference past tickets to resolve incidents.
• Participate in team discussions and project meetings.
• Perform other duties as assigned by the supervisor.

Skills

Active Directory Support Tools

Outlook & OWA

Windows 10/11

Citrix

Office 365

BYOD devices

MDM (Intune)

VPN & remote access

Ivanti ticketing

Edge/Chrome

Symantec Encryption

iOS/Android BYOD

Wireless networking

Workday

Bomgar

VPN security (Palo Alto GlobalProtect)

SAP

Teams

Excel

Education

High school diploma or equivalent

Three years’ IT helpdesk experience

Tools

Ivanti

Citrix

Intune

Palo Alto GlobalProtect VPN

Office 365

Active Directory

Symantec Encryption

Workday

Bomgar

Job description

• Symantec Encryption

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.

Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities.

We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.

Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.

The Essential Utilities IT Helpdesk is the first point of contact for all employees and contractors' IT needs and requests. We are committed to providing an exceptional customer experience in a professional and courteous manner and strive to fulfill and/or direct all requests as quickly and accurately as possible.

As part of the IT Helpdesk team, the Helpdesk Analyst will provide first level IT support to employees and contractors via phone, email and self-service requests.

Responsibilities And Qualifications

• Provide company-wide, level 1+ IT support for supported Hardware, Software, Applications, Remote access, and User Accounts.
• Assist with answering communications directed to the Help Desk including phone, employee self-service tickets, walk-ups, and e-mail messages. Accurately log all requests using tracking software.
• Availability to work Monday to Friday 7:00am to 4:00pm.
• Setup employee's BYOD mobile devices using enterprise MDM (Intune) for email and application access.
• Provide network account support in Windows environment using Active Directory tools. Support includes disabling user accounts and password resets.
• Ensure that all end-users have a positive experience and get the help that they need; willing to go the extra mile, ask questions, and learn/apply new skills.
• Self-manage and take ownership of assigned work and tickets with minimal supervision.
• Follow the latest documented procedures and search completed tickets to resolve incidents and fulfill requests.
• Participate and contribute to team discussions and project meetings.
• Perform other duties as assigned by manager.

Technical Skills & Knowledge

• Active Directory Support Tools
• Outlook & OWA
• Windows 10 and 11
• Citrix
• Office 365
• Networked Printers & Drivers
• DUO 2-Factor Authentication
• Mersive Solstice
• InTune
• Remote Access via Citrix and VPN
• Ticketing tool (Ivanti)
• Edge and Chrome Browsers
• Symantec Encryption
• iOS & Android BYOD phones
• Wireless Connectivity
• Workday
• Bomgar
• Palo Alto Global Protect VPN
• SAP
• Teams
• Excel

Special Educational Or Registration Qualifications

• High school graduate, or equivalent, with business courses and three years' experience in a general business environment.
• Must have excellent written and oral communication skills.
• Must have experience with personal computers, MS Office products and general office procedures.
• Continually develops and maintains technical skills to ensure high quality levels of technical support for end users.
• Ability to work independently on assignments.
• Must have customer oriented. Excellent organizational skills and ability to prioritize most important and time critical tasks.
• Must have the flexibility to work through completion of time critical projects, as necessary.

Reporting Level

• Help Desk Supervisor

Essential Utilities, Inc., is an Equal Opportunity/Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.

Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012).

To Maintain The Integrity Of The Recruitment Process And To Avoid Real Or Perceived Conflicts Of Interest Due To Employment And/or Assignment Of Family Members And Personal Referrals, Specific Guidelines Apply To The Hiring And Assignment Of These Individuals Including, But Not Limited To

• Family members cannot result in a supervisor/subordinate reporting relationship
• Family members cannot work in the same department.