Top 25 Desk analyst Jobs in Lebanon, Pa

Service Desk Analyst II
Solve IT Solutions, LLC —Wyomissing, PA
- $29.00 - $31.25 an hour
- Weekends as needed
- Computer science
- Computer Science
- 5 years
- Health insurance
- Dental insurance
Quick Apply
Jr. Digital Communications Account Manager
webfx.com —Lancaster, PA
- $50,000 - $53,000 a year
- Multiple hires
- Google Workspace
- Office
- Analysis skills
- Profit sharing
- Wellness program
Quick Apply
Digital Marketing Specialist - Account Manager
webfx.com —Lancaster, PA
- Multiple hires
- Office
- Bachelor's degree
- 1 year
- Profit sharing
- Wellness program
Quick Apply
Board Certified Behavior Analyst
BEHAVIOR INTERVENTIONS INC —Mount Joy, PA
- $71,000 - $100,000 a year
- Part-time
- Mid-level
- Clinic
- Analysis skills
- Health insurance
- Dental insurance
Quick Apply
Board Certified Behavior Analyst
BEHAVIOR INTERVENTIONS INC —Harrisburg, PA
- $71,000 - $100,000 a year
- Part-time
- Mid-level
- Clinic
- Analysis skills
- Health insurance
- Dental insurance
Quick Apply
Board Certified Behavior Analyst, Enhanced Program
BEHAVIOR INTERVENTIONS INC —Lancaster, PA
- $80,000 - $100,000 a year
- Part-time
- Hospital
- Mid-level
- Residential
- Health insurance
- Dental insurance
Quick Apply
IT Service Desk Analyst I
The Wenger Group —Lancaster, PA
- Full-time
- Research
- Office
- Analysis skills
- Health savings account
- AD&D insurance
Quick Apply
10d
Jr. Digital Marketing Specialist
webfx.com —Lancaster, PA
- $50,000 - $53,000 a year
- Multiple hires
- Google Workspace
- Customer service
- Office
- Profit sharing
- Wellness program
Quick Apply
Service Experience Specialist Job
Armstrong —Lancaster, PA
- $56,000 - $58,000 a year
- Full-time
- English
- Mid-level
- Analysis skills
2d
Help Desk Analyst
Software Technology Inc —Harrisburg, PA
- Call employer
- Research
- Office
- Windows
Quick Apply
Tier 1 Help Desk - Harrisburg, PA/On-Site
Software Technology Inc —Harrisburg, PA
- Call employer
- Research
- Office
- Windows
Quick Apply
TECHNICAL SUPPORT ANALYST 3
Dauphin County —Steelton, PA
- From $20.81 an hour
- Weekends as needed
- Writing skills
- Mid-level
- High school diploma or GED
10d
Help Desk Analyst - Harrisburg, PA/100% onsite
Software Technology Inc —Harrisburg, PA
- Call employer
- Research
- Windows
- Microsoft Office
Quick Apply
IT Service Desk Lead
The High Companies —Lancaster, PA
- Weekends as needed
- Mid-level
- Supervising experience
- Team management
3d
Lab Analyst
Hydro —Cressona, PA
- Oracle
- Mid-level
- 3 years
- Profit sharing
- Disability insurance
Help Desk Analyst - Harrisburg, PA/On-Site
Software Technology Inc —Harrisburg, PA
- Call employer
- Research
- Office
- Windows
Quick Apply
IT Service Desk Lead
High Company LLC —Lancaster, PA
- Weekends as needed
- Mid-level
- Supervising experience
- Team management
Quick Apply
3d
Lead Cybersecurity Engineer
Ollies Bargain Outlet, Inc. —Harrisburg, PA
- Computer science
- Computer Science
- 5 years
- Health insurance
- Dental insurance
Quick Apply
Manager - HCM Experience
Penske Truck Leasing and Logistics —Reading, PA
- Oracle
- 5 years
- Pass drug screening
5d
Agribusiness Credit Analyst
Horizon Farm Credit —Mount Joy, PA
- $79,300 - $117,400 a year
- Monday to Friday
- Hybrid work
- 7 years
- Data analysis skills
- Mid-level
- Paid parental leave
- Paid holidays
2d

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Service Desk Analyst II

Solve IT Solutions, LLC
Wyomissing, PA

Quick Apply

Job Details

Permanent | Full-time
$29.00 - $31.25 an hour

Benefits

Health insurance
Dental insurance
401(k)
Flexible spending account
Paid time off
Vision insurance
401(k) matching
Life insurance
Referral program

Qualifications

Teamwork
Windows
High school diploma or GED
Bachelor's degree
IT support
Computer networking
IT department experience

Full Job Description

Service Desk Analyst II

Managed Service Provider (MSP) - Service Desk Support and Ticket Escalations

Company Overview

Solve IT Solutions, LLC is a growing Managed Services Provider that specializes in all aspects of business technology with an emphasis on solutions and building client relationships. We value hard work, listening to and understanding our clients’ needs, and going the extra mile to make sure that problems are solved or prevented. We are a community-oriented company that fosters a strong work ethic, values family, is active in our community, and treats our clients and employees with the respect they deserve.

Position Summary

We are seeking a highly skilled and experienced Service Desk Analyst II to join our dynamic team. This role is pivotal in ensuring the efficient operation of our Service Desk support and managing ticket escalation. The ideal candidate will possess a deep technical understanding, exceptional problem-solving abilities, and a strong commitment to customer service.

Responsibilities

The Service Desk Analyst II provides L2 support to all incoming incidents, requests, and alerts generated from calls and emails to the Service Desk
Analysts will record information relayed from the client and the troubleshooting steps performed along with their corresponding results accurately in the PSA/ticketing system
Assist with complex technical issues escalated from L1 support, ensuring timely and effective resolution
The Service Desk Analyst assigns, prioritizes, and resolves incidents and requests in an efficient and concise manner
The analyst will maintain a high first-call resolution rate while meeting or exceeding performance metrics for utilization, SLA compliance, escalation rate and client satisfaction (CSAT)
Manage personal queue of open tickets and continually follow up to ensure timely incident resolution and customer satisfaction
Proactively identify and take steps to resolve or eliminate recurring incident types
Participate in process improvement and knowledge documentation activity to positively impact customer satisfaction and increase operating effectiveness and efficiency
Respond to incoming call and e-mail queues promptly and document incidents accurately into the PSA/ticketing system
Monitor tickets generated in the PSA for critical problems; perform second-level troubleshooting to diagnose issues and escalate to the correct resource when appropriate
Monitor and enforce system security guidelines for all clients
Create user accounts and access rights for clients
Administer, configure, and maintain Microsoft Windows Server environments, ensuring optimal performance, security and reliability
Collaborate with IT team members to monitor, manage and troubleshoot M365 services including Azure, Entra ID, Exchange online, OneDrive and SharePoint
Provide exceptional customer service to all clients
Proactively support and maintain effective user relationships by educating clients on system operations and applications
Utilize all existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with service level agreements
Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure client productivity
Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction
Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies to provide technically accurate solutions to clients
Administer Microsoft based systems as a shared responsibility, Active Directory, GPOs, DNS, NFS, and related enterprise management systems
Work with a variety of proprietary client applications for implementation and perform upgrades as required
Work with application support teams for full resolution of any issues when necessary
Assist in the development of internal documentation and procedures related to specific client environments
Participate in duties as assigned such as application support, patch management, client support activities, etc.
Position is typically Monday through Friday, 8am to 5pm (EST)
Work time must be flexible for occasional outside normal business hours work based on client demand or need
Participation in an on-call schedule that is estimated to be one week on, five - six weeks off (on average)
Position is typically remote-based support with possible limited travel to/from client locations
Excellent troubleshooting capabilities

Qualifications

Proficient with wide range of technologies (Microsoft, Mac, VMWare, Hyper-V, etc.)
Working knowledge of PC's, operating systems, applications, networks, and hardware concepts
Understanding of cybersecurity best practices and tools to protect client data and IT environments
Customer service focused
Understanding of IT processes and procedures concepts
Monitoring of server performance and troubleshoot problem areas as needed
Basic understanding of M365 environments including, Azure, Entra ID and others
Strong analytical and critical thinking abilities, with a track record of effectively resolving challenging technical issues
Excellent verbal and written communication skills, with the ability to communicate with both end users and client IT/management (professional writing, clear timelines, and setting expectations)
Ability to work within an on-call rotation during nights and weekends
Highly self-motivated and directed with attention to detail
Ability to work both independently and in a collaborative team environment, fostering positive relationships with colleagues and clients
Ability to grow and learn new technologies
Minimum of 5 years of experience in IT support, with at least 2 years in a senior or escalated support role *MSP experience strongly preferred*
5+ years of experience with using PSA/RMM for troubleshooting and service desk support
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience
Minimum of High School Diploma Required
Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Fundamentals, or other Microsoft certification is highly desirable
Willingness to learn, maintain, and sustain current and new technology related certifications and trainings, as offered or required

Pay: $29.00 - $31.25 per hour

Benefits:

401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Referral program
Vision insurance

Education:

High school or equivalent (Required)

Experience:

IT support: 5 years (Required)
MSP: 2 years (Preferred)

License/Certification:

PA Driver's License (Preferred)

Ability to Commute:

Wyomissing, PA 19610 (Required)

Work Location: In person

Quick Apply

Refine Your Search

desk analyst jobs in lebanon, pa

Service Desk Analyst II

Jr. Digital Communications Account Manager

Digital Marketing Specialist - Account Manager

Board Certified Behavior Analyst

Board Certified Behavior Analyst

Board Certified Behavior Analyst, Enhanced Program

IT Service Desk Analyst I

Jr. Digital Marketing Specialist

Service Experience Specialist Job

Help Desk Analyst

Tier 1 Help Desk - Harrisburg, PA/On-Site

TECHNICAL SUPPORT ANALYST 3

Help Desk Analyst - Harrisburg, PA/100% onsite

IT Service Desk Lead

Lab Analyst

Help Desk Analyst - Harrisburg, PA/On-Site

IT Service Desk Lead

Lead Cybersecurity Engineer

Manager - HCM Experience

Agribusiness Credit Analyst

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