Job Description

Job Title: Service Desk Analyst
Location: Spring Grove, PA
Type: Contract
Contractor Work Model: Onsite
Hours: Day Shift - Mon- Fri (on-call coverage required)

GENERAL POSITION DESCRIPTION: The Service Desk Analyst provides high-quality support to internal customers through the IT Service Desk. The role includes proactive customer assistance, analysis of service data, coordination of service issues across IT teams and vendors, and resolving incidents within defined service levels.

ROLE AND RESPONSIBILITIES:

• Provide prompt, courteous service to all internal customers via the IT Service Desk.
• Troubleshoot and resolve all supported hardware/software issues to the best of ability before escalating.
• Accurately document all service calls within the current tracking tool (SysAid).
• Contribute to Continuous Improvement efforts related to Service Desk processes.
• Coordinate and distribute service desk communications when the Lead Service Desk Technician is unavailable.
• Provide technical support via remote access.
• Attend team meetings and 1:1 sessions, offering feedback and collaboration.
• Provide scheduled off-hours support via company-issued mobile device.
• Deliver first-level support for desktops, laptops, displays, printers, video conferencing, mobile phones, and peripherals.
• Complete and update service requests within SysAid.
• Demonstrate strong customer service, communication, and documentation skills.
• Maintain a positive, productive, professional, and polite demeanor with all clients and coworkers.

QUALIFICATIONS & EDUCATION:

• Bachelor's, Associate's, or technical degree preferred.
• IT coursework (networking, hardware, software), or equivalent experience.
• CompTIA certifications preferred.
• 2+ years of IT Service Desk or Onsite Support experience.
• Working knowledge of:
  • ITSM-based tools (SysAid preferred)
  • Microsoft Windows, M365, iOS, Android
  • End user devices: desktops, laptops, mobile devices, printers, tablets
  • Local networking concepts and VoIP troubleshooting
  • Active Directory

System One, and its subsidiaries including Joul, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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