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Desktop Analyst (Amerigas)


Westlake, OH, US

Company:  AmeriGas Propane, Inc.

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premiere propane company, serving over 2 million residential, commercial, industrial and motor fuel propane customers.  Together, our 8,500 dedicated professionals will deliver 1.5 billion gallons of propane from 1,400 distribution points across the United States.


Job Summary:
Responsible for desktop support incidents, escalations, and problems; providing a high-level of customer service to the end-user as well as to the internal IT department members.  Work independently to resolve issues and provide a concise explanation of ongoing problems to management.  Work with multiple teams to obtain the information needed to resolve complex issues, develop and deploy a resolution, and ensure knowledge is documented and transferred back to the Service Desk.
Key Characteristics: 
•    Excellent verbal and written communication skills. Ability to relay technical information to non-technical users. Ability to contribute to written technical procedural documentation. 
•    Strong technical capability, expertise in Desktop Support
Duties & Responsibilities: 
•    Contribute to process improvement and development.
•    Building and configuring PCs and laptops as well as loading software, and conducting audits for unlicensed software.
•    Build support cases and escalate to other department teams if necessary
•    Assist with inventory management as necessary.
•    Assist with testing of new images for new hardware and updated images for currently deployed hardware and updated OS/Applications
•    Assist with endpoint security resolution which includes running down malware/virus infections and cleaning or reimaging as needed
•    Image and deploy Laptops and Desktops on an individual basis or as a project.  
•    Provide new, replacement, or reimaged machines to end-users, deploy software both manually and via desktop management software.  
•    Work to resolve endpoint security issues by identifying the machine, remediating the concern, providing detailed reports to the Security team, and continuing to maintain great customer service.
•    Other duties, as assigned.
Knowledge, Skills and Abilities: 
•    Excellent telephone, oral and written communications skills.
•    Advanced knowledge of MS Windows, MS Office, and basic comprehension of client-server architecture.
•    Entry-level knowledge of Computer management software such as Altiris or SCCM.
•    Ability to follow team procedures and documentation and identify gaps and improvement areas.
•    Ability to quickly learn proprietary applications that are core to the business.
•    Strong drive for proactive continuous self and process improvement.
•    Thrive in an environment where team and individual performance is measured on multiple characteristics
•    Ability to handle project work with minimal supervision
Education and Experience Required:
•    3 -4 years’ experience working in an environment where service delivery is shared between internal and external providers.
•    College Degree preferred.  (Preferred MIS, IS; Computer Science; or Business).

AmeriGas is a Drug Free Workplace.  Candidates must be able to pass a pre-employment drug screen and a criminal background check.  AmeriGas is an Equal Opportunity Employer.

Nearest Major Market: Cleveland

Job Segment: Computer Science, Service Desk, Testing, Business Process, Technology, Customer Service, Entry Level, Management