IT Service Desk Analyst

Requisition Number: 29673

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nations premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Job Summary (Purpose):

To provide central point of contact between users and the IT organization. Offers first line highly responsive support to users on a day-to-day basis. Emphasis on exceptional customer service, first call resolution and timely escalation of unresolved incident/service request.

Key Characteristics:

Customer focus
Good listener and communicator to effectively assist customers and provide resolutions
Ability to manage time to be available to respond to customer issues
Technical capability, not expert

Duties & Responsibilities:

Able to respond to customer contacts via Phone and Email, providing excellent customer service, and fast and courteous incident resolution.
Available within phone system at least 8 hours per day to receive incoming contacts.
Quick response to requests for support, problem analysis, initial resolution and/or escalation.
Communicate with IT users regarding their issues, both verbally and by written correspondence.
Thorough documentation of customer issues in a ITSM ticketing system, manage personal queue from initial ticket reporting through ticket resolution, including documentation and update of shared knowledge base as needed.
Provide first level support to end-users. This involves user support for all business lines and related departments including: productivity software, network maintenance and other end-user support duties as assigned.
Able to prioritize and manage time based on the needs of the users as balanced with the company directives.

Knowledge, Skills and Abilities:

Excellent telephone, oral and written communications skills.
Excellent customer service skills, including the ability to work with users of all ability levels.
Working knowledge of Windows operating system, MS Office suite (Word, Excel, PowerPoint, and Outlook).
Knowledge of VoIP phone systems preferred.
Knowledge of Citrix environment preferred.
Knowledge of Thin-Client technology preferred.
Ability to follow team procedures and documentation.
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.

Education and Experience Required:

Associates or Bachelors Degree in a related field preferred but not required.
CompTIA A+ (Plus) Certification preferred not required. (in place of degree)
1 -2 years experience working in a related IT environment or providing strong Customer Service to internal or external customers.

Other Requirements:

Ability to work flexible schedules including after hours and weekend work as required if needed to respond to business need, and emergency events.
Minimal travel to other FSC sites.

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. 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 AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas 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.