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- Tasks: Provide first-level IT support and assist with various tech-related requests.
- Company: Join Essential Utilities, a leading provider of water and natural gas services in the U.S.
- Benefits: Enjoy competitive pay, career growth opportunities, and a comprehensive benefits package.
- Why this job: Be part of a team that values customer experience and community impact while developing your tech skills.
- Qualifications: High school diploma with business courses and three years of experience in a general business environment.
- Other info: Flexible shifts available; must be customer-oriented and willing to learn.
The predicted salary is between 24000 - 36000 £ per year.
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.
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 fulfil 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 and self-service requests. In addition, this position will support a variety of key services, including purchasing & invoice processing, printer meter reads, and other various duties.
Responsibilities:- 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 fulfil requests.
- Participate and contribute to team discussions and project meetings.
- Manage printer inventory database and provide printer meter reads.
- Perform other duties as assigned by manager.
- Active Directory Support Tools
- Outlook & OWA
- Windows 10 and 11
- Citrix
- Cisco AnyConnect
- Office 365
- Networked Printers & Drivers
- DUO 2-Factor Authentication
- Mersive Solstice
- InTune
- Remote Access via Citrix and VPN
- Ticketing tool (ivanti)
- Webex Edge and Chrome Browsers
- Symantec Encryption
- iOS & Android BYOD phones
- Wireless Connectivity
- Workday
- Bomgar
- Palo Alto Global Protect VPN
- SAP
- Teams
- Excel
- High school graduate, or equivalent, 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.
- 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 prioritise most important and time critical tasks.
- Must have the flexibility to work through completion of time critical projects, as necessary.
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).
Helpdesk Analyst I employer: Aqua Water Company
Contact Detail:
Aqua Water Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Analyst I
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Active Directory, Office 365, and ticketing systems like Ivanti. Having hands-on experience or even just a solid understanding of these tools can set you apart during the interview.
✨Tip Number 2
Demonstrate your customer service skills by preparing examples of how you've successfully resolved IT issues in the past. Be ready to discuss how you ensured a positive experience for users, as this role heavily emphasises customer satisfaction.
✨Tip Number 3
Show your willingness to learn and adapt by discussing any recent technical skills you've developed. Highlighting your commitment to continuous improvement will resonate well with the company's focus on career growth opportunities.
✨Tip Number 4
Be prepared to discuss your organisational skills and how you prioritise tasks, especially in a busy helpdesk environment. Providing examples of how you've managed multiple requests or projects simultaneously will demonstrate your ability to thrive in this role.
We think you need these skills to ace Helpdesk Analyst I
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Helpdesk Analyst I role. Focus on your IT support experience, customer service skills, and any familiarity with tools like Active Directory, Office 365, and ticketing systems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your commitment to providing excellent customer service. Mention specific examples of how you've successfully resolved IT issues in the past and how you can contribute to the Essential Utilities team.
Highlight Technical Skills: In your application, emphasise your technical skills relevant to the position, such as experience with Windows environments, remote access tools, and any knowledge of networked printers. This will demonstrate your capability to handle the responsibilities outlined in the job description.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Helpdesk Analyst role.
How to prepare for a job interview at Aqua Water Company
✨Understand the Company Values
Before your interview, take some time to research Essential Utilities and its commitment to sustainable growth and community service. Being able to discuss how your values align with theirs will show that you're a good fit for the company culture.
✨Demonstrate Customer Service Skills
As a Helpdesk Analyst, providing exceptional customer service is key. Prepare examples from your past experiences where you went above and beyond to assist customers or colleagues, showcasing your problem-solving abilities and communication skills.
✨Familiarise Yourself with Technical Tools
Make sure you have a good understanding of the technical skills mentioned in the job description, such as Active Directory, Windows 10/11, and ticketing tools like Ivanti. Being able to discuss these tools confidently will demonstrate your readiness for the role.
✨Prepare Questions for the Interviewers
Having thoughtful questions prepared shows your interest in the role and the company. Ask about team dynamics, opportunities for career growth, or how success is measured in the Helpdesk team. This will also help you assess if the company is the right fit for you.
