Service Desk Analyst

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 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.

Our job titles may span more than one career level. The salary rate for this role is currently $62100-85300 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. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include annual bonus, if eligible.

What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.

 

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com.

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

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.