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IT Help Desk Analyst

Company: JBT Corporation
Location: Philadelphia
Posted on: June 12, 2021

Job Description:

Overview

The Service Delivery Analyst serves as the initial (tier 1) contact for all internal and external customer technical support request. Includes request such as computer workstation hardware and software, telephone, operating system, printing and internet access problems.

Responsibilities

Key Job Responsibilities

  • Duties include answering the help desk phone, recording the incident, first level corrective action and incident/problem escalation when necessary.
  • Performs installs, upgrades, moves and changes for computer workstation hardware and software, printers and other peripheral devices.
  • Analyze trends for ways to prevent future problems. Alert Service Delivery management to emerging trends in incidents.
  • Assist in software releases and rollouts and communication to the end users.
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue in ITSM tool (Freshservice).
  • Build rapport and elicit problem details from service desk customers.
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Install anti-virus software and ensure virus definitions are up to date.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow ups to help requests.
  • Understand SLAs to manage end-user expectations.
  • Assigned to projects as required.

Qualifications

Formal Education & Certification

  • University degree in the field of computer technology preferred.
  • Experience with a comprehensive knowledge of PC hardware installation, repair, testing, and troubleshooting.
  • Application support experience
  • Understanding of ITILv3 processes. Foundation certification a plus.
  • Microsoft operating systems and applications
  • Windows Active Directory
  • PC/Laptop support
  • Strong problem solving/analysis
  • Time management skills

Knowledge & Experience (or Specialized Knowledge, Equipment, and Applications)

  • Familiar with Windows PC hardware/software
  • Able to communicate effectively with employees on-site and at other locations including internationally via email, telephone, and in-person
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Strong documentation skills.
  • Ability to work in a global, virtual environment

Work Conditions

Some evening and weekend work to meet deadlines/Some travel may be required.

BENEFITS

JBT Corporation offers the growth potential of a company with a developing technology that is unique in its field, plus frequent company-sponsored events and a competitive benefits package that includes medical, dental and vision coverage and 401(k) plan.

AN EQUAL OPPORTUNITY EMPLOYER

It is the policy of JBT Corporation to provide equal opportunity for qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by federal, state or local law at the JBT Corporation location to which this application is submitted. In addition, as a Federal Government contractor, JBT Corporation is an affirmative action employer. If you require accommodation during the application process, please contact the local Human Resources department. EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you have a disability or impairment that prevents you from completing the online application, please seek the assistance of your local employment services agency. JBT maintains active relationships with local employment services agencies, and they have pledged their support in assisting any applicant needing help in applying. To find information on agencies throughout the United States, please go to www.careeronestop.org

You may also call 844-286-4524 if your disability or impairment prevents you from applying online. NOTE: Do not use this number unless you need assistance because of a disability or impairment. The personnel attending this phone line will not be able to give you a status update regarding your application and will not be the individuals making a decision regarding your employment.

Keywords: JBT Corporation, Philadelphia , IT Help Desk Analyst, Other , Philadelphia, Pennsylvania

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