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Helpdesk Analyst I

At Aqua, we know that water is a precious resource one that plays a critical role in sustaining life. Thats why we take seriously our mission: protecting and providing Earths most essential resource. At Aqua, we are guided by a set of principles that embody the character of our company and inspire our work together. They are embedded within our business practices and our behavior. We are proud to be united by integrity, respect and the pursuit of excellence to be the best we can be for the customers and communities we serve. 

Together, the women and men of Aqua America serve 1 million customers across eight states. Aqua uses science, technology, capital investments, and amazing talent to provide communities with clean, safe drinking water and responsibly return wastewater to our rivers and streams. Join our team and make a difference!

General Functions:

The Aqua IT Service Desk organization 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 larger Aqua IT Service Desk organization, the Helpdesk Support analyst will provide first level IT support to Aqua employees and contractors via phone, email and self-service requests. The Service Desk team will ensure that all technical problems and requests are documented, assigned and resolved/completed with appropriate urgency, and minimized business impact.

Responsibilities and Duties:

  • Provide company-wide, level 1 support for supported Hardware, Software, Applications, Remote access and User Accounts Monday to Friday 7:00am to 6:00pm ET and off-hours (on a rotation schedule).
  • Support Android tablets: End-user support, testing, configuration, deployment and escalation. 
  • Support Windows 7 & Windows 10 laptops and desktops: End-user support, testing, configuration, troubleshooting, problem resolution and escalation.
  • Configure employees BYOD mobile devices with Airwatch, Aqua Email and Aqua applications. Provide level 1 support for Airwatch, multifactor authentication setup, Aqua Email and Aqua applications on BYOD mobile devices.
  • Provide network account support in Windows environment using Active Directory tools. Support includes enabling/disabling computer and user accounts, password resets, account extensions, offboarding procedures, etc.
  • Perform Asset management duties including: invoice verification for received shipments, hardware and software reporting, collection tracking, and manage loaner equipment Provide level 1 support for audio / video equipment in local and remote offices.
  • Answer all communications directed to the Help Desk including phone, voicemail, employee self-service tickets, walk-ups and e-mail messages. Accurately log all requests using tracking software. Analyst self-manage and take ownership of these items with minimal supervision.
  • Monitor Aqua infrastructure using monitoring tools provided by Infrastructure team, generate service requests when outages occur, or service is degraded.
  • Learn fundamental operations of commonly used software, hardware, and other equipment.
  • Follow the latest processes and procedures, work instructions and search previously completed tickets to resolve incidents and fulfill requests. Keep up with constantly changing instructions as systems are implemented and updated.
  • Incidents will be resolved on a first contact when possible.
  • Participate in team and project meetings.
  • Always provide outstanding customer service over the phone, also utilize support tools such as Skype for Business.
  • Ability to provide off-hour and weekend coverage support on scheduled shifts.
  • Perform other duties as assigned by supervisor.

Technical Skills and Knowledge:

  • Active Directory Users and Computers Tool
  • Avaya Call Management System
  • Outlook & OWA
  • Windows 7 / Windows 10
  • SCCM
  • Citrix
  • Android Tablets
  • Office 365
  • Networked Printers & Drivers
  • DUO 2-Factor Authentication
  • Skype for Business
  • Airwatch
  • Remote Access via Citrix and VPN
  • Ticketing tool (CA Service Desk)
  • WebEx
  • Edge, IE and Chrome Browsers
  • Symantec Encryption
  • iOS & Android BYOD phones
  • Wireless Connectivity
  • Symantec Antivirus
  • Remote Desktop
  • iPad tablets
  • Palo Alto Global Protect
  • Cisco AnyConnect
  • Mersive Solstice
  • Audio / Video
  • Workday

Special Educational or Registration Qualifications:

HS graduate, or equivalent required, Associates degree preferred, 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.

May be required to work a flexible schedule, including nights, weekends and holidays. 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:

Service Desk Supervisor

Aqua America, 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.



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