Helpdesk Analyst I

Aqua America, Inc.; Bryn Mawr (PA); On-site; USD 42,000 - 54,000; Full time

Job summary

Essential Utilities, Inc. in Bryn Mawr, PA, is seeking a Helpdesk Analyst I to join the IT team onsite. You will provide first-line IT support for employees and contractors, handling requests via phone, email and self-service with a focus on timely resolution and customer satisfaction.

You will log tickets in Ivanti, assist with password resets, AD account management, and BYOD/device enrollment using Intune, Citrix, and VPN access. A proactive helper mindset and ability to learn are essential.

Qualifications

• High school diploma or equivalent with basic IT exposure.
• General business environment experience and strong communication skills.
• Ability to prioritize tasks and work independently with limited supervision.
• Customer-oriented mindset with willingness to learn and adapt.

Responsibilities

• Provide level 1 IT support for hardware, software, applications, and user accounts.
• Respond to requests via phone, email, self-service, and walk-ups; log all tickets.
• Assist with BYOD setup and enterprise email access (Intune).
• Support Windows AD accounts and password resets; ensure positive end-user experience.
• Follow documented procedures, resolve incidents, and participate in team meetings.
• Work Monday to Friday 7:00am to 4:00pm and take ownership of tickets.

Skills

Customer service

Communication

Problem solving

Time management

Team collaboration

Technical aptitude

Education

High school diploma

IT-related coursework

Tools

Ivanti

Active Directory

Outlook/OWA

Windows 10/11

Citrix

Office 365

Intune (MDM)

VPN

Ticketing system

Chrome/Edge

Job description

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. Are you looking for a fantastic career at Essential Utilities? We have an exciting opportunity for a Helpdesk Analyst I to join the IT team based in our Bryn Mawr, PA office!

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 be 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.

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. 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.