Service Desk Analyst II

CUC Corporate Brand • Newark, DE

23h • Hybrid

About The Position

Service Desk Analyst II Location: Hybrid within commutable distance to Newark, DE (two days per week on site) 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. 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 Expand current knowledge 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... Excellent interpersonal skills High level customer service experience

Requirements

• Experience in the information technology field supporting inbound customer requests (password rests, account troubleshooting, etc.).
• Previous experience utilizing ticketing systems.
• 3-5 Years of experience using a problem and incident management ticketing system
• 3-5 Years of Service Desk or Help Desk experience
• 3-5 Years of experience with client-side hardware support
• 2+ Years of ITSM experience
• 2+ Years of Azure Active Directory Experience
• High School Diploma required, Associate’s Degree preferred
• Experience working with and supporting executive level and C-Suite staff
• Strong written and verbal communication skills
• Excellent interpersonal skills
• High level customer service experience
• Valid Driver's License

Nice To Haves

• Experience with supporting Citrix Applications
• Experience developing standard desktop images using Windows Deployment Server
• Experience developing and managing software and hardware rollout projects
• Experience developing support documentation
• Experience supporting end users via phone and deskside support methods
• Experience with Windows 10 or Windows 11 Operating Systems
• Experience in the support of Apple or Android based smartphones in a corporate environment
• High self-sufficiency working on projects

Responsibilities

• Act as the first point of contact for all incoming helpdesk issues, providing exceptional customer service to executive level employees.
• 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 Expand current knowledge
• Manages assigned ticket queue.
• Escalate tickets when needed to Service Desk Analyst III.
• Assist other BIS personnel with other projects and issues as assigned.

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED