Helpdesk Analyst I

Aqua, Inc.; Bryn Mawr (PA); On-site; USD 42,000 - 64,000; Full time

Job summary

Essential Utilities, Inc. is seeking a Helpdesk Analyst I to join the IT team at the Bryn Mawr, PA office. You will provide first-level IT support to employees and contractors via phone, email, and self-service requests.

You will handle hardware, software, applications, remote access, and user account issues, documenting requests in Ivanti, and ensuring a positive customer experience with timely resolutions. This role follows a Monday–Friday daytime schedule.

Qualifications

• High school diploma or equivalent with business courses and three years of general business experience.
• 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 for high-quality end-user support.
• Ability to work independently on assignments.
• Customer oriented with excellent organizational skills and ability to prioritize tasks.
• Flexibility to work through time-critical projects to completion.

Responsibilities

• Provide level 1+ IT support for hardware, software, apps, remote access, and user accounts.
• Log and track all requests using Ivanti; respond via phone, email, self-service.
• Work Monday to Friday, 7:00am to 4:00pm.
• Setup BYOD devices using Intune for email/app access.
• Support Windows AD accounts including password resets.
• Ensure end users have a positive experience and escalate when needed.
• Self-manage tickets with minimal supervision; follow procedures and learn new skills.
• Participate in team discussions and project meetings; perform other duties as assigned.

Skills

Excellent written and oral comms

Customer oriented

Strong organizational skills

Education

High school diploma with business courses

Tools

Active Directory

Outlook/OWA

Windows 10/11

Citrix

Office 365

Ivanti ticketing

Intune

VPN/Remote access

Palo Alto GlobalProtect

Bomgar

Workday

SAP

Edge/Chrome

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.