Job Description

Service Desk Specialist II

Location:

Reading, PA, US

Company: UGI Utilities, Inc

Remote Options:

UGI Utilities, Inc. is a natural gas and electric utility company committed to delivering reliable, safe and affordable energy to our 700,000 customers in 45 counties in Pennsylvania and 1 county in Maryland. We pride ourselves on being a responsive, engaging energy company. The foundation of our success lies in the strength of our 1,700 plus employees who strive to exceed the expectations of our customers and the communities we serve every day.

We offer comprehensive benefits, some of which are:

* medical, prescription, dental, vision, life insurance
* disability plans
* 401(k) matched savings plan
* paid vacation
* company stock purchase program
* wellness programs
* tuition reimbursement
* paid parental leave
* paid volunteer time
* adoption assistance

Job Summary

The primary function of this position is to provide personalized service to business partners by identifying the source of technology-related problems and providing a resolution. The incumbents will have a strong technical understanding of the various hardware, software, and networking systems being supported.

Duties and Responsibilities

* Determine the appropriate course of action within the incident management process (ITIL).
* Provide initial support/first contact resolution of workstation problems and application interface issues following the guidelines for IT Service Desk. These will include:
* Password resets for remote and in-house business partners for various systems.
* Perform basic email client administration.
* Maintain and monitor Active Directory to perform account administration and password changes.
* Provide support on technical issues including account administration, data security, data restores, IT policy enforcement, and software installation.
* Escalate unresolved problems to higher level support personnel. Document resolution in knowledge base for future reference.
* Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas.
* Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure).
* Update and close Service Desk tickets for work being performed.
* Provide desk side support when required.
* Utilize and update knowledgebase.
* Maintain technical and professional knowledge by reviewing publications, establishing personal networks, and attending training.
* Other duties as assigned.

Knowledge, Skills and Abilities

* Working knowledge of business software applications and hardware technologies. Stays current with IT industry trends and emerging technologies.
* Excellent verbal, written, analytical, and interpersonal skills.
* General knowledge of the Microsoft Office suite.
* Excellent problem-solving techniques and listening skills.
* Ability to perform email administration, remote control, software installs, and server data restorations for routine calls.
* Ability to multitask efficiently and accurately.
* Maintain focus in an environment with frequent interruptions.

Education and Experience

* High School Diploma, Associates degree or technical school training preferred.
* Three (3) years of IT related or desktop support experience preferred.

UGI Utilities, Inc. is an Equal Opportunity and Affirmative Action Employer. As such, the Company abides by the requirements of the Executive Order 11246, 41 CFR 60-741.5(a), and 41 CFR 60-300.5(a). The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, veteran status, or any other legally protected class in its practices.

Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with UGI policies. As a federal contractor that engages in safety-sensitive work, UGI cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

Nearest Major Market: Reading PA