Help Desk Analyst I

Job Description

Job Description

Description:

Equipment & Controls, Inc. is a successful and innovative Emerson Impact Partner. ECI provides an entrepreneurial opportunity for each employee to achieve our common mission of Delivering Successful Customer Outcomes 100% of the Time . Our customer base includes oil and gas, chemical, power, food and beverage, mining and metals, life sciences, pulp and paper, refining, petrochemical, OEM and nuclear industries. With offices in Pennsylvania, West Virginia, and Ohio, ECI is the region’s leader in process control and industrial automation products and solutions. We seek individuals that share our passion for excellence.

Business Unit/Department: Information Technology

Location: Lawrence, PA

Job Summary:

Entry-level position to provide technical support to users efficiently and accurately. This role serves as the company’s first line of support, resolving basic technical issues and assisting across all assigned areas. The goal is to ensure that customer value is upheld according to the standards set by the company.

Job Responsibilities:

• Provide first-level contact and convey resolutions to user issues
• Deploy and maintain Windows 11 desktops and laptops, printers, and phones
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Update user data and produce activity reports
• Walk users through problem-solving processes
• Follow up with users, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products, and services

Ideal Candidate:

• Will possess a minimum of a 2 year technical degree, bachelor’s degree is preferred; combination of experience and certifications may also be considered
• Will have 0-3 years of experience in providing help desk support
• Must be proficient with Windows 11 and Microsoft 365
• Will have basic knowledge of help desk software and remote-control solutions
• Must have experience preparing computers for users
• Will have strong client-facing and verbal, and written communication skills
• Will possess basic network skills and understanding of network processes
• Will have troubleshooting and multi-tasking skills
• Must be patient, detail-oriented, and willing to work with local and remote end users to assist with issues
• Must be able to tackle complex problems and work with the team to resolve

Core Competencies:

• WORK COLLABORATIVELY - Promote an inclusive and positive work environment that encourages collaboration and team building across all levels of the organization. Work with others to resolve obstacles that may prevent the organization from achieving its mission.
• CUSTOMER FOCUS - Demonstrate the desire and knowledge to understand customer needs. Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to handle customer concerns in an appropriate manner.
• INTEGRITY - Behave ethically, act fairly, and take responsibility for accomplishing work goals.

Additional Details We provide our team with everything needed for success, including world-class products, excellent initial and ongoing training and top-notch work equipment. We reward hard work and success with a competitive base salary and benefits package, as well as a retirement savings program, which includes 401(k) with company match and profit sharing. Salary is based on experience. EEO/AA/M/F/Veteran/Disability