Service Desk Analyst

National Fuel Gas Company; Buffalo (NY); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Medical and Prescription Drug Coverage

Paid Holidays

Dental Coverage

Parental Leave

Vision Coverage

401(k) with Company Match

Life Insurance

Long Term Disability Insurance

Paid Time Off

Charitable Giving Programs

Job summary

National Fuel is seeking a Service Desk Analyst for our Information Technology department at our Williamsville, NY headquarters. This role will lead Service Desk activities, coordinate daily support, and mentor IT engineers while delivering high-quality customer service in a fast-paced environment.

The position offers a base salary range of $70,000–$85,000 with an annual cash bonus plan for exempt employees and a comprehensive benefits package.

Qualifications

• Bachelor's degree in CS or MIS.
• 10+ years IT end-user support experience.
• Experience with Windows, macOS, Android and iOS.
• Strong customer service and multi-tasking skills.
• Mentoring IT engineers and analysts.

Responsibilities

• Lead Service Desk activities, coordinate daily support and prioritize tickets.
• Provide courteous customer interactions and professional communication.
• Document incident details and support timely follow-up and SLA adherence.
• Assess issue urgency, set priority, and guide analysts on escalation.
• Escalate and route issues for permanent resolution according to protocols.
• Notify customers about disruptions with accurate, timely messaging.
• Support first-contact resolution by applying documented solutions.
• Coordinate across teams for major incidents and root cause analysis.
• Track KPIs and look for improvements in call resolution and customer satisfaction.
• Assist in creating and updating Service Desk documentation and procedures.

Skills

IT End-User Support

Customer Service

Troubleshooting

Mentoring IT Engineers

Education

Bachelor's degree in Computer Science or MIS

Tools

Endpoint Deployments

Windows environments

macOS environments

Job description

Please reference position Service Desk Analyst in the subject line of email.

National Fuel is seeking a Service Desk Analyst for an outstanding career opportunity in our Information Technology department at our Williamsville, NY headquarters. National Fuel is proud to have an inclusive workplace where hard work is rewarded and promotion from within is supported. We offer exciting career opportunities for talented and ambitious job seekers and encourage you to apply today.

PRIMARY RESPONSIBILITIES:

• Serve as a lead resource for Service Desk activities, helping coordinate daily support efforts and assisting analysts with prioritization, troubleshooting, and issue resolution.
• Provide high-quality customer interactions in a courteous manner while modeling professional, customer-focused communication for the team.
• Record and review incident or request details in the ticketing system to support accurate documentation, timely follow-up, and consistent service delivery.
• Assess impact and urgency of issues, set priority according to established standards, and provide guidance to analysts on proper ticket handling and escalation.
• Determine appropriate next steps when workarounds are used and route tickets according to established protocols to support permanent resolution.
• Use approved communication methods to notify customers of scheduled and unscheduled disruptions, ensuring messaging is accurate, timely, and consistent.
• Support first-contact resolution efforts by applying documented solutions and workarounds, while helping analysts identify appropriate resources and escalation paths.
• Participate in critical or major impact incidents by helping coordinate Service Desk response activities, maintaining a calm presence, and following established protocols.
• Follow up on issues requiring additional research and assist with coordinating resolution activities across support teams as needed.
• Collect and compile data to support reporting on support activity, capacity, compliance levels, and service performance.
• Monitor and drive adherence to established Service Level Agreements and help identify items requiring attention, escalation, or consolidation into Problem Management.
• Participate and drive the creation, review, and update of Service Desk documentation, knowledge articles, and standard operating procedures.
• Assist with tracking KPIs and identifying opportunities to improve call resolution, quality of support, and customer satisfaction results.

MINIMUM QUALIFICATIONS:

• Bachelors degree in Computer Science, Management Information Systems or related
• 10+ years prior experience in IT role supporting End Users and IT Operational Technology Needs.
• Working level knowledge of various desktop and mobile technologies, including experience with medium-to-large Endpoint Deployments.
• Experience supporting Windows and/or Apple environments as well as Android and Apple iOS.
• Strong customer service, analytical, organizational, and multi-tasking skills
• Energetic, highly self-motivated and able to work efficiently and productively.
• Experience mentoring and developing IT Engineers and Analysts.

ABOUT NATIONAL FUEL:

National Fuel is a diversified energy company headquartered near Buffalo, NY. Our employees continue to be the most important part of our Company and have made us who we are today. We are dedicated to the communities in which we live, work, and have 2,000+ employees in Western NY and Northwest PA. National Fuel is proud to have an inclusive workplace where diversity is valued, hard work is rewarded and promotion from within is supported. We offer exciting career opportunities for talented and ambitious job seekers and encourage you to apply today.

COMPENSATION AND BENEFITS:

The base salary range for this position is $70,000 - $85,000

This job posting contains a pay range, which represents the range of pay that National Fuel believes, in good faith, at the time of this posting that it might be willing to pay for the posted job. The specific base pay offered to a successful applicant will be based primarily on relevant professional experience. Other components that may be considered include: individual qualifications, licensures, industry specific experience, education and market demands for specialized skills. The pay range is subject to change at any time based on various internal and external factors. Exempt positions will also be eligible for an Annual Cash Bonus Plan.

National Fuel offers a comprehensive benefits package including the following:

• Medical and Prescription Drug Coverage
• Paid Company Holidays
• Dental Coverage
• Parental Leave for Mothers and Fathers
• Vision Coverage
• Tuition Reimbursement
• 401(k) with Company Match
• Life Insurance
• Company Funded Retirement Savings Account
• Long Term Disability Insurance
• Paid Time Off
• Charitable Giving Programs

National Fuel is a proud equal employment opportunity employer.

We believe our differences makes us all better, pushing us to look at things differently while enriching our own personal life experiences.

That's why we're committed to building a diverse workforce and an equitable and inclusive work environment.

We celebrate diversity and do not discriminate based on race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, disability, veteran status, or any other legally protected basis.