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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 gas services across 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 three years in a business environment; strong communication and tech skills required.
- Other info: Flexible shifts available; commitment to diversity and inclusion in the workplace.
The predicted salary is between 28800 - 43200 £ 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.
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.
Are you looking for a fantastic career at Essential Utilities? We have an exciting opportunity for a Helpdesk Analyst I to join the IT team!
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 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 And Qualifications
- 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.
- Manage printer inventory database and provide printer meter reads.
- Perform other duties as assigned by manager.
Technical Skills & Knowledge
- 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
Special Educational Or Registration Qualifications
- 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 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
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).
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Information Technology
Industries
- Utilities
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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 knowledge about these will give you a significant edge during interviews.
✨Tip Number 2
Demonstrate your customer service skills by preparing examples of how you've successfully resolved IT issues in the past. Highlighting your ability to communicate effectively and go the extra mile for users will resonate well with the hiring team.
✨Tip Number 3
Be ready to discuss your flexibility regarding shift work. Since the role requires covering various shifts, showing that you're adaptable and willing to meet the company's scheduling needs can set you apart from other candidates.
✨Tip Number 4
Engage with the company’s values and mission. Research Essential Utilities and be prepared to discuss how your personal values align with their commitment to community service and operational excellence, which can demonstrate your genuine interest in the role.
We think you need these skills to ace Helpdesk Analyst I
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications of the Helpdesk Analyst I position. Tailor your application to highlight relevant experiences that align with the job description.
Craft a Strong CV: Your CV should clearly outline your technical skills, particularly those mentioned in the job description such as Active Directory, Windows 10/11, and MS Office. Use bullet points to make it easy to read and focus on achievements in previous roles.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how your experience aligns with the company's commitment to customer service and operational excellence.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Helpdesk Analyst.
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 successfully resolved issues or helped users, showcasing your ability to go the extra mile.
✨Familiarise Yourself with Technical Tools
Make sure you have a good understanding of the technical skills listed in the job description, such as Active Directory, Office 365, and ticketing tools like Ivanti. Be ready to discuss your experience with these tools during the interview.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific IT support scenarios. Practise answering questions about troubleshooting common issues, prioritising tasks, and managing user requests to demonstrate your problem-solving skills.
