Weidenhammer · 7 hours ago
Service Desk Analyst 2
Reading, PA
Full-time
Onsite
Senior Level
5+ years expWEIDENHAMMER SYSTEMS CORPORATION is seeking a Service Desk Analyst II who will provide timely and accurate responses to incidents, requests, and alerts. The role involves troubleshooting, managing tickets, and ensuring customer satisfaction while maintaining system performance and security.
Information ServicesInformation Technology
Responsibilities
Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously into the case management system
Monitor tickets generated by Case Management Systems for critical problems; perform first-level troubleshooting to diagnose issues and escalate to the appropriate provider
Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable
Administer, configure, and maintain Microsoft Windows Server environments, ensuring optimal performance, security and reliability
Collaborate with IT team members to monitor, manage and troubleshoot M365 services including Azure, EntraID and Intune
Assist with administering M365 services such as Exchange online, Sharepoint, Azure and other related applications
Provide exceptional customer service to all clients
Proactively support and maintain effective user relationships by educating clients on system operations and applications
Utilize all existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards
Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity
Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction
Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies to provide technically accurate solutions to customers
Administer Microsoft based systems as a shared responsibility, Active Directory, GPOs, DNS, NFS, and related enterprise management systems
Administrative management of Web services such as IIS and Apache
Ability to create new and manage email accounts in M365
Basic administrative support of databases such as Microsoft SQL and MySQL
Work with a variety of proprietary customer applications for implementation and perform upgrades as required. As necessary, work with application support team for full resolution of any issues
Assist to develop internal documentation and procedures related to specific customer environments
Participate in after-hours (24×7) support on-call rotation, which will include calls on various technology platforms (including, but not limited to, Microsoft OS and basic network support)
Participate in duties as assigned such as application support, patch management, client support activities, etc
Qualification
Required
5+ years of experience with case management, troubleshooting, and service desk support
Minimum of High School Diploma Required
Proficient with wide range of technologies (Microsoft, Citrix, VMWare, Hyper-V, etc.)
Working knowledge of PC's, operating systems, applications, networks, and hardware concepts
Customer focused
Understanding of IT processes and procedures concepts
Excellent troubleshooting capabilities
Monitoring of server performance and troubleshoot problem areas as needed
Basic understanding of M365 environments including, Azure, Entra ID, Intune, and others
Strong analytical and problem-solving ability to effectively prioritize and execute tasks
Good written, oral, and interpersonal communication skills
Ability to work within an on-call rotation as well as nights and weekends
Highly self-motivated and directed with keen attention to details
Ability to work both independently and in a collaborative team environment
Ability to grow and learn new technologies
Willingness to learn, maintain, and sustain current and new technology related certifications and trainings, as offered or required
Preferred
Certificate and/or bachelor's degree in technology preferred
Company
Weidenhammer
Weidenhammer is a diversified information technology firm that provides high quality IT products, services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
John P. Weidenhammer
Chairman & CEO
Recent News
EIN Presswire
2025-01-08
Company data provided by crunchbase