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Service Desk Analyst II

Company: Chesapeake Utilities Corporation
Location: Yulee
Posted on: January 26, 2023

Job Description:

Description Service Desk Analyst II
Location: Yulee, FL

Your role in our success will be providing superior customer support for Chesapeake Utilities and all its subsidiaries. The Service Desk Analyst II coordinates and provides support for users of company systems. Approaches issues and problems, finds satisfactory solutions or escalates to an appropriate level and documents it through a ticketing system. Assist other team members with tasks as needed. The Service Desk Analyst II role is to improve end user productivity by providing a single point of contact for problem resolution and information. This is accomplished through diagnosis, identification and resolution of problems with hardware and/or software, working with other team members as needed in a timely and professional manner via telephone, email communication and direct support.
What you'll be working on...


  • Act as the first point of contact for all incoming helpdesk issues, providing exceptional customer service to executive level employees.
  • Experience in the information technology field supporting inbound customer requests (password rests, account troubleshooting, etc.).
  • Previous experience utilizing ticketing systems.
  • Log and prioritize all issues into ticketing platform.
  • Resolves most Level 1 calls and most Level 2 calls.

    • Escalate tickets when needed to Service Desk Analyst III.


    • Troubleshoots PC, hardware, printer, software and related equipment needed for all employees.

      • Capable of connecting printers/scanners/copiers
      • Applicable knowledge with Active Directory and Microsoft Outlook/Exchange environments


      • Participate in after business hours call rotation for 24/7 support.
      • Strong written and verbal communication skills - able to relay technical ideas to business audience.
      • Participate in ongoing continuing education courses to:

        • Maintain existing knowledge and current industry trends
        • Expand current knowledge


        • Manages assigned ticket queue.
        • Escalate tickets when needed to Service Desk Analyst III.
        • Assist other BIS personnel with other projects and issues as assigned.

          Where you'll be working:

          • Corporate office setting, on-call hours as needed.

            Who you are...

            • You possess excellent interpersonal skills
            • You have high level customer service experience
            • You hold a bachelor's degree or equivalent combination of education and experience
            • You have three to five years of IT service desk analyst or similar IT role experience

              What makes us great:
              At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships.
              Benefits/what's in it for you?

              • Flexible work arrangement
              • Competitive base salary
              • Fantastic opportunities for career growth
              • Cooperative, supportive and empowered team atmosphere
              • Annual bonus and salary increase opportunities
              • Monthly recognition events
              • Endless wellness initiatives and community events
              • Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
              • Paid time off, holidays and a separate bank of sick time!

                Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email human_resources@chpk.com or Ruth Warner, Director, Human Resources Operations at rwarner@chpk.com.


                Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

                The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Chesapeake Utilities Corporation, Jacksonville , Service Desk Analyst II, Professions , Yulee, Florida

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