Service Desk Analyst

Service Desk Analyst

* This position may be located at one of the Pennsylvania Turnpike Commission's offices: Central Office (Middletown), Eastern Regional Office (King of Prussia) or Western Regional Office (New Stanton).

This position may be eligible for partial telework and alternate work schedule programs. The Information Technology Department is currently operating in a remote and hybrid environment due to the pandemic. The Pennsylvania Turnpike Commission is assessing future programs in a post-pandemic environment.

The Pennsylvania Turnpike Commission, opened on October 1, 1940, is known as “America’s First Superhighway”! Our mission is to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce. The PTC operates a 552-mile system used by 192 million vehicles a year. Together, we are building the highway of the future.

Job Purpose and Summary

This position provides technical and operational support to end users related to Information Technology (IT) systems, programs, hardware, software and services for the Pennsylvania Turnpike Commission (PTC). The primary function of this position is to minimize the impact on operations when computing or telecommunications performance is less than expected. The incumbent provides exceptional customer service and keeps end users informed even in fast paced and/or intense environments. Work is generally performed independently within standardized practices/procedures and general instructions and reviewed by supervisor for direction, progress and conformance customer service standards.

Essential Functions & Responsibilities

• Provides tier 1 technical support and guidance for incoming queries and issues from end users related to issues with systems, programs, hardware, software and services. Escalates issues that require more in-depth support to appropriate technical teams or other subject matter experts when needed.
• Analyzes information to diagnose, troubleshoot and resolve problems with IT systems, programs, hardware, software and services reported by end users. Ensures all necessary information is collected from the user to work on first call resolution. Escalates complex incidents or problems to appropriate technical teams or other subject matter experts when needed.
• Provides customer service and guides end users through the problem solving process. Asks questions to gather and document information that will be used to log the issue and determine the nature of the problem.
• Provides active monitoring of event management tools to detect system/software events and alerts. Routes to appropriate support staff when resolution is not possible.
• Creates and logs incidents based on monitoring activity and end user requests to accurately document the status, facilitate resolution, prevent failures and/or provide trending and analysis.
• Monitors and tracks the progress of the problem resolution and keeps the end users informed of the status.
• Ensures timely resolution of service desk tickets and performs post-resolution follow-up with end users. Notifies IT management of high priority issues.
• Assists staff in the use of the IT Service Portal system to submit requests and/or tickets for IT assistance.
• Documents remedies and processes that can be referenced by other IT staff.
• Maintains a strong knowledge of PTC policies, systems, programs, hardware, software and IT services in order to provide tier 1 support to end users.
• Identify new knowledge-based content through research of ServiceNow incidents/requests or interviews with technical staff.
• Uses situational awareness to anticipate and prevent accidents.
• Performs related duties as assigned.
  

Qualifications

Education and Licenses

• Bachelor’s degree in information technology or closely related field. Equivalent combination of education and/or experience may be accepted.

Minimum Experience

• Three (3) years of experience working in a service desk environment or providing technical support for IT hardware and software. Equivalent combination of education and/or experience may be accepted.

Benefits

The selected candidate will be offered an exceptional benefits package which includes comprehensive medical, dental, vision and prescription coverage, along with a benefit plan for retirement. In addition, leave programs, tuition reimbursement, employee assistance program, and alternative work schedules are available to employees.

Apply

Interested candidates may apply to the Service Desk Analyst posting by visiting careers.paturnpike.com by October 15, 2021.

The Pennsylvania Turnpike Commission is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. If you need assistance or an accommodation due to a disability, you may contact the Human Resources Department by calling 717-831-7378.