Help Desk Analyst Jobs in Pennsylvania

Title: Service Request Technician - Entry Level Help Desk

Type: Direct hire

Pay: Starting at $40,000 Annual Salary/Nonexempt

Location: Sewickley, PA - Hybrid Work Schedule

Standard Shift Hours: Monday - Friday 8:00am - 5:00pm Eastern Standard Time

Who We Are and What We Do (The Company):
enkompas is an IT Managed Services Provider (MSP) dedicated to delivering all "enkompasing" solutions to our clients.
enkompas was founded in 1997 to provide strategically aligned business and technology services to the small and medium market. Since our inception, enkompas has developed the widest and deepest spread of strategic planning, service offerings, and measurements that drive value and generate results for any business we engage.
Enkompas strategic services model provides companies the technology guidance and support that drives organizational efficiencies, cost control and revenue improvements. Clients choose which of our strategic offerings work best to engage and can then leverage further offerings and engagement as the business requirements dictate - it is not an all or nothing approach.

What You Will Do in This Role (Responsibilities):

• Work on your pending tickets, and assist others as needed/capable from inbound calls, web chat, or email.
• Eventually participate in an on-call rotation.
• Address incidents from oldest to newest (by priority).
• Provide excellent customer service.
• Meet professional and continuing education goals as outlined in Performance Reviews.
• May be scheduled to be deployed to a client site during work hours. Client sites are local to the Pittsburgh area.
• This role requires a hybrid work schedule. Three days are scheduled remote while two days are scheduled in our office each week.
• Acquire required certifications.

Qualities We Are Looking for:

• Collaborative: Work with our clients to gather information to provide the best solution to their IT problem. Collaborate with colleagues to learn new IT skills and provide the best solutions to the client. Assist with higher level tickets and mentor colleagues with lower-level tickets.
• Positive Attitude: -Must maintain a positive attitude, and act in a professional manner with colleagues and clients.
• Good Communicator: Must have excellent verbal and written communication skills.
• Good Listener: Must have great investigative, research, and troubleshooting skills.
• Self – Motivated: Must work independently to meet strict SLA and project deadlines, while providing timely updates to Management when necessary.
• Problem Solver: Must be able to read and react in a high-stress environment. Must be able to identify critical issues and follow due process to escalate/resolve.
• Multitasker: Must be able to prioritize and balance tasks while taking incoming calls and using between 2 – 5 software programs at a time.
• Professional: Must be comfortable working onsite (face to face) with customers, where proper professional dress is required.
• Open to Professional Growth: Must be willing to earn additional certifications that enkompas will pay for.

Education and Experiences, you will Need: (Preferred Qualifications):

• Associate or bachelor’s degree in the IT field or a related area of study. **Technical Certifications a plus (Microsoft / Cisco / CompTIA)
• One plus years’ experience with Microsoft / Office365 / Hosted email / Mimecast (email filtering) / End User Support.
• Solid liaison to 3rd party vendors.
• Must carry personal auto insurance as required by law.
• Must carry a valid driver's license.
• Must have a personal, secure, and reliable internet connection.

Benefits Offered:

• Health, Vision, Dental Insurance
• 401K Retirement Plan
• 15 Days Paid Time Off and Seven Paid Holidays (Includes your Birthday)
• Paid Professional Development Opportunities
• Ongoing Professional Development Opportunities
• Performance Incentives and customer recognition

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Education:

• Associate (Required)

Experience:

• Customer service: 2 years (Required)

License/Certification:

• Driver's License (Required)

Willingness to travel:

• 50% (Preferred)

Work Location: Hybrid remote in Sewickley, PA 15143