Helpdesk Analyst III

Aqua, Inc.
United States, Pennsylvania, Pittsburgh
375 North Shore Drive (Show on map)
Feb 04, 2025
Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities. Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities. We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint. Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S. What You'll Do: The Essential Utilities IT Helpdesk 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 IT Helpdesk team, the Helpdesk Analyst will provide first level IT support to employees and contractors via phone, email, walk-up support, and self-service requests. In addition, this position will support a variety of key services, including purchasing, invoice processing, and cloud platform user license provisioning. Essential Duties: 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, voicemail, employee self-service tickets, walk-ups, and e-mail messages. Accurately log all requests using tracking software. Availability to cover a variety of shifts/schedules: Monday to Friday 7:00am to 4:00pm, 8:00am to 5:00pm. Place software and hardware orders for the Service Desk Team Track hardware deliveries for the Service Desk Team, inventory equipment and manage stock 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. Ready to take your career to the next level? Let's talk! Qualifications High School Diploma required, 4-year Degree Preferred 3 Years experience in a technical support role required Essential Utilities, 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. Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012). To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to: Family members cannot result in a supervisor/subordinate reporting relationship Family members cannot work in the same department.