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Service Desk Specialist II

Location: 

Wyomissing, PA, US

Company:  UGI Energy Services, LLC
Remote Options:  Partial Work From Home

UGI Energy Services supplies and markets natural gas, liquid fuels, and electricity to 40,000 customer locations across the Mid-Atlantic and Northeastern US.

We are a supplier, marketer, and midstream services provider – one backed by 135 years of natural gas experience, plus our own expanding energy infrastructure. Along with buying and selling energy commodities at the wholesale level, UGIES owns and operates key electric generation and midstream natural gas assets throughout Pennsylvania.

With headquarters and supply sources near the heart of the Marcellus Shale, UGIES is well positioned to meet the changing energy demands of commercial, industrial, institutional, and government customers for years to come.

 

We offer comprehensive benefits, some of which are:

  • Paid Vacation time starts with 3 weeks off
  • 8 Paid Holidays
  • Sick time
  • Short term & Long term disability
  • Medical plan options from Aetna and Blue Cross
  • Vision coverage from Vision Benefits of America
  • Dental coverage from United Concordia
  • Extended Maternity Leave - 8 weeks pay at 100% with the option of 2 more weeks paid at 100% or 4 weeks paid at 50%
  • Paternity Leave - 2 weeks pay at 100% or 4 weeks pay at 50%
  • Company provided 401K match of 100% of the employee's 6% contribution
  • Tuition Reimbursement of 80% of tuition costs capped at $6,300 per year
  • Pet Plan Insurance

Job Summary

Provides user support, including basic training, problem diagnosis and problem resolution.  Assists in the delivery, set up, retrieval and maintenance of all IMS related hardware.  This position will assist with hardware deployment and maintenance of computers, monitors, printers, cell phones, etc. 

Duties and Responsibilities

  • Works under limited supervision on non-routine, moderately technical assignments.
  • Regularly uses judgment in work assignments and decision making that affect operations.
  • Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas.
  • Utilize and update knowledgebase.
  • Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure).
  • Update and close Service Desk tickets for work being performed.
  • Maintain technical and professional knowledge by reviewing publications, establishing personal networks, and attending training.
  • 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 installatn.
  • Escalate unresolved problems to higher level support personnel.  Document resolution in knowledge base for future reference.

 

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 or equivalency certificate. Preferred: Associate’s or Bachelor’s degree in a computer-related field or business administration with concentration in computer science.
  • This is an entry-level Service Desk position. Preferred: Three (3) years of IT related or desktop support experience.

  • ITIL Foundation certification (at hire or within 12 months in position) Preferred: Certifications in specific job-related discipline.

UGI Energy Services, is an Equal Opportunity and Affirmative Action Employer.  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.


Nearest Major Market: Reading PA

Job Segment: Service Desk, Computer Science, Technical Support, Supply, Customer Service, Technology, Entry Level, Operations