IT Helpdesk Analyst I — Entry-Level Support

Essential Utilities, Inc.; Lower Merion Township (Montgomery County); 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. You will deliver first-line IT support to employees and contractors via phone, email and self-service requests, ensuring timely resolution and customer-friendly service.

You will log requests, use Ivanti, support Windows 10/11, Office 365, AD, VPN, and mobile devices, and participate in team discussions. Monday–Friday 7:00am–4:00pm shift offers a foundational IT support role with growth opportunities.

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.

Responsibilities

• 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.

Skills

Communication skills

Customer oriented

Ability to work independently

Education

High school diploma or equivalent

Three years’ experience in a general business environment

Tools

Active Directory Support Tools

Outlook/OWA

Windows 10/11

Citrix

Office 365

Networked Printers

DUO 2-Factor

Intune

VPN/Citrix Remote Access

Ivanti

Edge/Chrome

Symantec Encryption

iOS/Android BYOD

Workday

Bomgar

Palo Alto GlobalProtect VPN

SAP

Teams

Excel

Job description

Essential Utilities, Inc. in Bryn Mawr, PA is seeking a Helpdesk Analyst I to join the IT team. You will deliver first-line IT support to employees and contractors via phone, email and self-service requests, ensuring timely resolution and customer-friendly service.

You will log requests, use Ivanti, support Windows 10/11, Office 365, AD, VPN, and mobile devices, and participate in team discussions. Monday–Friday 7:00am–4:00pm shift offers a foundational IT support role with growth opportunities.