IS Service Desk Analyst
Virtua, Cropwell, NJ, United States
Job Information
Location: Lippincott – 301 Lippincott Drive
Remote Type: On‑Site
Employment Type: Employee
Employment Classification: Regular
Time Type: Full time
Work Shift: 1st Shift (United States of America)
Total Weekly Hours: 40
Schedule: Sat/Sun/Mon 8a-8:30p
Position Summary Provides front line service for all IS customer incidents, requests and problems. Analyzes all incidents, requests and problems, and either resolves immediately, or collaborates with other IS teams or vendors to escalate appropriately. Provides high level of customer service and technical expertise.
Position Responsibilities
Responds quickly and with exceptional level of service to all incoming customers.
Carefully and adeptly analyzes each incident, request, and problem.
Provides immediate resolution when possible; otherwise uses preliminary analysis and critical thinking to appropriately escalated the item.
Elicits information necessary to resolve customer incident, request or problem.
Uses ServiceNow ITSM tool to document customer interaction and troubleshooting/resolution steps taken for each issue.
Writes Knowledge Base articles for solutions as they are identified.
Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues.
Provides support to new team members.
Assists with Problem Management tasks (communication, follow‑up, etc.) during an active problem.
Adheres to IT Business practices and is available for 24/7 support as needed.
Position Qualifications Required / Experience Required 2 years of technical support experience plus two years of customer service experience. ServiceNow preferred; Fundamental understanding of computer hardware and software principles and support. Strong customer service approach required as well as ability to effectively multi‑task. Excellent written and oral communication skills along with the ability to interact in a professional manner with all levels of staff and management.
Required Education
High School diploma
Technical certificate or Associates degree in IT may be acceptable in lieu of technical experience
Training / Certification / Licensure
ServiceNow preferred
Customer Service Training preferred
Compensation Hourly rate: $24.51 - $36.89 (actual salary/rate will vary based on applicant's experience and internal equity and market data).
Benefits Includes medical, prescription, dental and vision insurance; health and dependent care flexible spending accounts; 403(b) (401(k) subject to collective bargaining agreement); paid time off, paid sick leave as provided under state and local paid sick leave laws, short‑term disability and optional long‑term disability, colleague and dependent life insurance and supplemental life and AD&D insurance; tuition assistance, and an employee assistance program that includes free counseling sessions. Eligibility governed by applicable plan documents and policies.
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Location: Lippincott – 301 Lippincott Drive
Remote Type: On‑Site
Employment Type: Employee
Employment Classification: Regular
Time Type: Full time
Work Shift: 1st Shift (United States of America)
Total Weekly Hours: 40
Schedule: Sat/Sun/Mon 8a-8:30p
Position Summary Provides front line service for all IS customer incidents, requests and problems. Analyzes all incidents, requests and problems, and either resolves immediately, or collaborates with other IS teams or vendors to escalate appropriately. Provides high level of customer service and technical expertise.
Position Responsibilities
Responds quickly and with exceptional level of service to all incoming customers.
Carefully and adeptly analyzes each incident, request, and problem.
Provides immediate resolution when possible; otherwise uses preliminary analysis and critical thinking to appropriately escalated the item.
Elicits information necessary to resolve customer incident, request or problem.
Uses ServiceNow ITSM tool to document customer interaction and troubleshooting/resolution steps taken for each issue.
Writes Knowledge Base articles for solutions as they are identified.
Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues.
Provides support to new team members.
Assists with Problem Management tasks (communication, follow‑up, etc.) during an active problem.
Adheres to IT Business practices and is available for 24/7 support as needed.
Position Qualifications Required / Experience Required 2 years of technical support experience plus two years of customer service experience. ServiceNow preferred; Fundamental understanding of computer hardware and software principles and support. Strong customer service approach required as well as ability to effectively multi‑task. Excellent written and oral communication skills along with the ability to interact in a professional manner with all levels of staff and management.
Required Education
High School diploma
Technical certificate or Associates degree in IT may be acceptable in lieu of technical experience
Training / Certification / Licensure
ServiceNow preferred
Customer Service Training preferred
Compensation Hourly rate: $24.51 - $36.89 (actual salary/rate will vary based on applicant's experience and internal equity and market data).
Benefits Includes medical, prescription, dental and vision insurance; health and dependent care flexible spending accounts; 403(b) (401(k) subject to collective bargaining agreement); paid time off, paid sick leave as provided under state and local paid sick leave laws, short‑term disability and optional long‑term disability, colleague and dependent life insurance and supplemental life and AD&D insurance; tuition assistance, and an employee assistance program that includes free counseling sessions. Eligibility governed by applicable plan documents and policies.
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