Chesapeake Utilities Corporation · 1 hour ago
Service Desk Analyst II
Dover, DE
Full-time
Hybrid
Mid Level
3+ years expChesapeake Utilities Corporation is dedicated to delivering energy that drives progress. The Service Desk Analyst II role involves providing superior customer support for company systems, acting as the first point of contact for helpdesk issues, and improving end user productivity through problem resolution and information assistance.
EnergyRenewable Energy
Responsibilities
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
Qualification
Required
Providing superior customer support for Chesapeake Utilities and all its subsidiaries
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
Improve end user productivity by providing a single point of contact for problem resolution and information
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
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 resets, 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
Assist other BIS personnel with other projects and issues as assigned
Excellent interpersonal skills
High level customer service experience
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
Valid Driver's License
Preferred
Associate's Degree preferred
Experience working with and supporting executive level and C-Suite staff
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
Benefits
Flexible work arrangement
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!
Company
Chesapeake Utilities Corporation
Chesapeake Utilities Corporation is a diversified energy delivery company, listed on the New York Stock Exchange (NYSE: CPK).
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$439.6MKey Investors
Bank of America
2024-11-22Post Ipo Equity· $100M
2023-11-09Post Ipo Equity· $330M
2021-10-19Post Ipo Debt· $9.6M
Leadership Team
Jeffrey Householder
President and Chief Executive Officer
M
Michael Galtman
Senior Vice President and Chief Accounting Officer
Recent News
2025-11-08
Company data provided by crunchbase