Job Description
Summary: The Service Desk Analyst will use critical thinking and standard operating procedures to perform IT support activities and resolve issues to ensure effective and timely resolution of tickets. This position ensures the integrity and reliability of the client computing environment and provides first and second level support in all technology related issues. The Service Desk Analyst responsibilities include installing, diagnosing, repairing, maintaining, and upgrading all hardware, related equipment and software while ensuring optimal workstation performance. They will work with other groups and in particular the Service Desk Leads to provide the necessary support to resolve client and site issues.
Duties and Responsibilities
Perform Service Desk tasks according to Standard Operating Procedures (SOPs).
Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
Accurately document instances of hardware failure, repair, installation, and removal in the Service Desk system.
Perform tasks related to Service Desk support in acquisition integrations
Administer and support current Anti-virus implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliancy.
Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation.
Performs activities related to the operations and monitoring of the IT environment.
Implement, configure, troubleshoot and maintain network printers.
Implement, configure, troubleshoot and maintain phones.
Obtain approval and purchase hardware and software as required or requested.
Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Service Desk activities.
Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.
Resolves questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity required. Will participate in projects that are large scale deployments of client support level software or hardware.
Able and willing to travel up to 25%. Travel includes but is not limited to driving a vehicle to other Wabtec facilities, or air travel, as needed.
Other duties as assigned.
Minimum Qualifications
Bachelors or Technical degree (2 or 4-years) in discipline appropriate to position or equivalent combination of education, certifications, and experience.
Minimum of
Experience in conducting research into PC issues and products as required
Experience in operating tools, components, and peripheral accessories
Knowledge, Skills and Abilities
Excellent technical knowledge of computer hardware
Working technical knowledge of current network protocols, operating systems, and standards.
Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly.
Ability to effectively prioritize and execute tasks in a high‑pressure environment.
Analytical and reasoning ability for solving problems and good judgment for complex decision‑making.
Capable of planning and organizing work and processes; ability to self‑direct multiple projects and meet deadlines.
Ability to cooperate and have the interpersonal skills to work effectively as a team member.
Quality orientation.
Motivation to provide excellent internal and external customer service
Ability to present ideas in user‑friendly language.
Physical Demands
Employee is regularly required to talk and hear
Employee is regularly required to lift and/or move up to 25 pounds, and occasionally lift and/or move 50 pounds
Employee is regularly required to use computer and office equipment
Work Environment The employee will normally work in a temperature‑controlled office environment, with frequent exposure to electronic office equipment. During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
Additional Information Salary range for this role is currently $62,100–$85,300. The actual salary offered to a candidate may be influenced by a variety of factors, such as training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. Benefits include health, welfare, retirement, and annual bonus if eligible. More information is available at mywabtecbenefits.com.
Equal Opportunity Employer We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.
Need accommodation? Just let us know - we’ve got you.
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Duties and Responsibilities
Perform Service Desk tasks according to Standard Operating Procedures (SOPs).
Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
Accurately document instances of hardware failure, repair, installation, and removal in the Service Desk system.
Perform tasks related to Service Desk support in acquisition integrations
Administer and support current Anti-virus implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliancy.
Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation.
Performs activities related to the operations and monitoring of the IT environment.
Implement, configure, troubleshoot and maintain network printers.
Implement, configure, troubleshoot and maintain phones.
Obtain approval and purchase hardware and software as required or requested.
Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Service Desk activities.
Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.
Resolves questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity required. Will participate in projects that are large scale deployments of client support level software or hardware.
Able and willing to travel up to 25%. Travel includes but is not limited to driving a vehicle to other Wabtec facilities, or air travel, as needed.
Other duties as assigned.
Minimum Qualifications
Bachelors or Technical degree (2 or 4-years) in discipline appropriate to position or equivalent combination of education, certifications, and experience.
Minimum of
Experience in conducting research into PC issues and products as required
Experience in operating tools, components, and peripheral accessories
Knowledge, Skills and Abilities
Excellent technical knowledge of computer hardware
Working technical knowledge of current network protocols, operating systems, and standards.
Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly.
Ability to effectively prioritize and execute tasks in a high‑pressure environment.
Analytical and reasoning ability for solving problems and good judgment for complex decision‑making.
Capable of planning and organizing work and processes; ability to self‑direct multiple projects and meet deadlines.
Ability to cooperate and have the interpersonal skills to work effectively as a team member.
Quality orientation.
Motivation to provide excellent internal and external customer service
Ability to present ideas in user‑friendly language.
Physical Demands
Employee is regularly required to talk and hear
Employee is regularly required to lift and/or move up to 25 pounds, and occasionally lift and/or move 50 pounds
Employee is regularly required to use computer and office equipment
Work Environment The employee will normally work in a temperature‑controlled office environment, with frequent exposure to electronic office equipment. During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
Additional Information Salary range for this role is currently $62,100–$85,300. The actual salary offered to a candidate may be influenced by a variety of factors, such as training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. Benefits include health, welfare, retirement, and annual bonus if eligible. More information is available at mywabtecbenefits.com.
Equal Opportunity Employer We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.
Need accommodation? Just let us know - we’ve got you.
#J-18808-Ljbffr