IT Service Desk Analyst

About Us

From mechanical construction and site-based facility management services to energy efficiency and interior/exterior maintenance, EMCOR Building Services (EBS) companies have your site covered.Few organizations are structured to provide the depth of field experience and certified expertise offered by our companies, not to mention their best-in-class processes and continuous client collaboration.

Job Summary

 The Service Desk Analyst role will ensure proper computer and systems operations for the end user community. This includes the maintenance and administration of key systems, as well as monitoring Cherwell Service Desk tickets and resolving end user issues and service requests within established SLAs. Candidate must have the ability to work with minimal supervision; be self-motivated; handle multiple tasks simultaneously; and prioritize work at all stages. This is a hybrid position with 4 days per week on site. 

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Essential Duties & Responsibilities

• Install, support, and maintain computer desktops, laptops, tablets, printers and/or related hardware and software, including imaging/deploying computers and peripherals for new hires. This also includes the deployment of mobile iOS.
• Provide 1st and 2nd level support for the end-user community including remote users, reinforcing SLAs to manage end-user expectations.
• Analyze and resolve end user software and hardware issues and provide end user training where required.
• Thoroughly record information into ServiceNow to ensure resolution in compliance with service level agreements and EMCOR IT SOP’s.
• Manage IT assets, keep asset management systems up-to-date, and manage asset disposal pickups.
• Provide end user support for all field offices, traveling to the field offices when required.
• Perform backup administration, managing the nightly backups, and performing monthly restore tests. 

Qualifications

• Bachelor’s in computer science or equivalent work experience.

• Minimum 2-3 years of help desk experience required.
• Experience with ServiceNow preferred

Technical Qualifications and Skills:

• Knowledge and experience supporting Microsoft OS through Windows 11, including computer imaging and desktop/laptop hardware.
• Experience with Windows Autopilot
• Experience with MDM platforms (Intune Preferred)
• Proficient with handling iOS devices (break/fix) and set up
• Good understanding of Microsoft O365 suite and tools.
• Strong documentation skills with both writing procedures and setup documentation
• Basic network troubleshooting skills (TCP/IP, DNS, DHCP).
• Candidate must have the ability to work with minimal supervision, be self-motivated, and able to multitask.

Competencies:

• Demonstrated results for solving customer problems and achieving high level of customer satisfaction.
• Ability to communicate effectively both written and oral with end-users and technical team and capability to write and revise standards and procedures.
• Possess exceptional customer service skills.
• Strong attention to detail and excellent problem-solving abilities.
• Proactive in identifying problems and determining appropriate solutions.
• Excellent organizational and time-management skills
• Ability to work under pressure and multitask in a rapidly changing environment and clearly communicate expectations and priorities.
• Able to work without direct supervision.

Required Licenses and Certifications:

• CompTIA Network+
• Security+
• A+ preferred

Physical Demands

Occasionally physically lift, move, and exert force of up to 50 pounds.

Occasionally bend, kneel, crouch, crawl, and other related physical positions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

Affirmative Action Policy

Please review our Affirmative Action Policy.

Notice to Prospective Employees