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Service Desk Specialist II


Wyomissing, PA, US

Company:  UGI Utilities, Inc
Remote Options:  Work From Home

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

Desktop hardware and software support.

Duties and Responsibilities

ServiceDesk support:

  • Determine the appropriate course of action within the incident management process (ITIL).
  • 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.


Equipment moves:

  • Move/Setup people workstations
  • Provide workstation software/hardware introductory end user training


Workstation Deployment:

  • Image new workstations and install required software


Cell Phone deployments:

  • Configure phones (Intune)
  • Copy data
  • Setup email

Knowledge, Skills and Abilities

  • Windows10
  • Microsoft SCCM
  • Microsoft O365
  • Ability to Multitask
  • Communication skills
  • Customer service skills
  • Smart Phone skills IOS and Android
  • Computer hardware skills

Education and Experience

  • High School Diploma or equivalent
  • Minimum of 3 years of job-related experience
  • ITIL, A+ Certification

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

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