IT Helpdesk Analyst I — First‑Line Support & Growth

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. 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.