Job description
Service Desk Analyst II
Location: Yulee, FL
Your role in our success will be providing superior customer support for Chesapeake Utilities and all its subsidiaries. The Service Desk Analyst II coordinates and provides support for users of company systems. Approaches issues and problems, finds satisfactory solutions or escalates to an appropriate level and documents it through a ticketing system. Assist other team members with tasks as needed. The Service Desk Analyst II role is to improve end user productivity by providing a single point of contact for problem resolution and information. This is accomplished through diagnosis, identification and resolution of problems with hardware and/or software, working with other team members as needed in a timely and professional manner via telephone, email communication and direct support.
What you’ll be working on…
- Act as the first point of contact for all incoming helpdesk issues, providing exceptional customer service to executive level employees.
- Experience in the information technology field supporting inbound customer requests (password rests, account troubleshooting, etc.).
- Previous experience utilizing ticketing systems.
- Log and prioritize all issues into ticketing platform.
- Resolves most Level 1 calls and most Level 2 calls.Escalate tickets when needed to Service Desk Analyst III.
- Troubleshoots PC, hardware, printer, software and related equipment needed for all employees.
- Capable of connecting printers/scanners/copiers.
- Applicable knowledge with Active Directory and Microsoft Outlook/Exchange environments.
- Participate in after business hours call rotation for 24/7 support.
- Strong written and verbal communication skills – able to relay technical ideas to business audience.
- Participate in ongoing continuing education courses to maintain existing knowledge and current industry trends.
- Manages assigned ticket queue.
- Escalate tickets when needed to Service Desk Analyst III.
- Assist other BIS personnel with other projects and issues as assigned.
Where you’ll be working:
- Corporate office setting, on-call hours as needed.
Who you are...
- You possess excellent interpersonal skills
- You have high level customer service experience
- You hold a bachelor’s degree or equivalent combination of education and experience
- You have three to five years of IT service desk analyst or similar IT role experience
What makes us great:
At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships.
Benefits/what’s in it for you?
- Flexible work arrangement
- Competitive base salary
- Fantastic opportunities for career growth
- Cooperative, supportive and empowered team atmosphere
- Annual bonus and salary increase opportunities
- Monthly recognition events
- Endless wellness initiatives and community events
- Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
- Paid time off, holidays and a separate bank of sick time!
Job Type: Full-time
Pay: $20.19 - $30.65 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Experience level:
- 3 years
Schedule:
- 8 hour shift
- Monday to Friday
- On call
Ability to commute/relocate:
- Yulee, FL 32097: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Help desk: 3 years (Required)
- Windows: 1 year (Preferred)
Work Location: One location
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