Help Desk Analyst I
Equipment & Controls, Inc., Phila, PA, United States
Description
Equipment & Controls, Inc. is a successful and innovative Emerson Impact Partner. ECI provides an entrepreneurial opportunity for each employee to achieve our common mission of
Delivering Successful Customer Outcomes 100% of the Time . Our customer base includes oil and gas, chemical, power, food and beverage, mining and metals, life sciences, pulp and paper, refining, petrochemical, OEM and nuclear industries. With offices in Pennsylvania, West Virginia, and Ohio, ECI is the region’s leader in process control and industrial automation products and solutions. We seek individuals that share our passion for excellence.
Business Unit/Department Information Technology
Location Lawrence, PA
Job Summary Entry-level position to provide technical support to users efficiently and accurately. This role serves as the company’s first line of support, resolving basic technical issues and assisting across all assigned areas. The goal is to ensure that customer value is upheld according to the standards set by the company.
Job Responsibilities
Provide first-level contact and convey resolutions to user issues
Deploy and maintain Windows 11 desktops and laptops, printers, and phones
Properly escalates unresolved queries to the next level of support
Track, route, and redirect problems to correct resources
Update user data and produce activity reports
Walk users through problem-solving processes
Follow up with users, provide feedback, and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation, and closure
Recommend procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products, and services
Ideal Candidate
Will possess a minimum of a 2 year technical degree, bachelor’s degree is preferred; combination of experience and certifications may also be considered
Will have 0-3 years of experience in providing help desk support
Must be proficient with Windows 11 and Microsoft 365
Will have basic knowledge of help desk software and remote‑control solutions
Must have experience preparing computers for users
Will have strong client‑facing and verbal, and written communication skills
Will possess basic network skills and understanding of network processes
Will have troubleshooting and multi‑tasking skills
Must be patient, detail‑oriented, and willing to work with local and remote end users to assist with issues
Must be able to tackle complex problems and work with the team to resolve
Core Competencies
WORK COLLABORATIVELY - Promote an inclusive and positive work environment that encourages collaboration and team building across all levels of the organization. Work with others to resolve obstacles that may prevent the organization from achieving its mission.
CUSTOMER FOCUS - Demonstrate the desire and knowledge to understand customer needs. Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to handle customer concerns in an appropriate manner.
INTEGRITY - Behave ethically, act fairly, and take responsibility for accomplishing work goals.
Additional Details We provide our team with everything needed for success, including world‑class products, excellent initial and ongoing training and top‑notch work equipment. We reward hard work and success with a competitive base salary and benefits package, as well as a retirement savings program, which includes 401(k) with company match and profit sharing. Salary is based on experience. EEO/AA/M/F/Veteran/Disability
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Delivering Successful Customer Outcomes 100% of the Time . Our customer base includes oil and gas, chemical, power, food and beverage, mining and metals, life sciences, pulp and paper, refining, petrochemical, OEM and nuclear industries. With offices in Pennsylvania, West Virginia, and Ohio, ECI is the region’s leader in process control and industrial automation products and solutions. We seek individuals that share our passion for excellence.
Business Unit/Department Information Technology
Location Lawrence, PA
Job Summary Entry-level position to provide technical support to users efficiently and accurately. This role serves as the company’s first line of support, resolving basic technical issues and assisting across all assigned areas. The goal is to ensure that customer value is upheld according to the standards set by the company.
Job Responsibilities
Provide first-level contact and convey resolutions to user issues
Deploy and maintain Windows 11 desktops and laptops, printers, and phones
Properly escalates unresolved queries to the next level of support
Track, route, and redirect problems to correct resources
Update user data and produce activity reports
Walk users through problem-solving processes
Follow up with users, provide feedback, and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation, and closure
Recommend procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products, and services
Ideal Candidate
Will possess a minimum of a 2 year technical degree, bachelor’s degree is preferred; combination of experience and certifications may also be considered
Will have 0-3 years of experience in providing help desk support
Must be proficient with Windows 11 and Microsoft 365
Will have basic knowledge of help desk software and remote‑control solutions
Must have experience preparing computers for users
Will have strong client‑facing and verbal, and written communication skills
Will possess basic network skills and understanding of network processes
Will have troubleshooting and multi‑tasking skills
Must be patient, detail‑oriented, and willing to work with local and remote end users to assist with issues
Must be able to tackle complex problems and work with the team to resolve
Core Competencies
WORK COLLABORATIVELY - Promote an inclusive and positive work environment that encourages collaboration and team building across all levels of the organization. Work with others to resolve obstacles that may prevent the organization from achieving its mission.
CUSTOMER FOCUS - Demonstrate the desire and knowledge to understand customer needs. Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to handle customer concerns in an appropriate manner.
INTEGRITY - Behave ethically, act fairly, and take responsibility for accomplishing work goals.
Additional Details We provide our team with everything needed for success, including world‑class products, excellent initial and ongoing training and top‑notch work equipment. We reward hard work and success with a competitive base salary and benefits package, as well as a retirement savings program, which includes 401(k) with company match and profit sharing. Salary is based on experience. EEO/AA/M/F/Veteran/Disability
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