Service Desk Specialist II

Service Desk Specialist II

Location: Wyomissing, PA, US, 19610

Workplace Environment: Hybrid

Company: UGI Utilities, Inc

Job Summary

The Service Desk Specialist provides technical hardware and software support via phone and incident management following ITIL best practices, determining appropriate actions to resolve or escalate technology-related issues. Working under limited supervision, this role handles moderately complex assignments requiring sound judgment and independent decision-making. The specialist provides first-contact resolution for workstation and application issues, maintains and updates the knowledgebase, and ensures timely follow-up and closure of service tickets. They also create and maintain documentation for complex procedures, contribute to team projects that enhance Service Desk operations, and continually expand technical expertise through training and professional development.

Duties and Responsibilities

• Requires participation in on-call support and as part of a weekly rotation.
• ServiceDesk support
• Provide initial support/first contact resolution of workstation problems and application interface issues
• Utilize and update knowledgebase.
• Determine the appropriate course of action within the incident management process (ITIL).
• Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas.
• Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure).
• Update and close Service Desk tickets for work being performed.
• Works under limited supervision on non-routine, moderately technical assignments.
• Regularly uses judgment in work assignments and decision making that affect operations.
• Maintain technical and professional knowledge by reviewing publications, establishing personal networks, and attending training.
• Research and resolve more difficult and complex problems that have been escalated to next level.
• Create and maintain documentation of complex procedures and provide status updates to users.
• Participate in team projects that enhance the quality and efficiency of the Service Desk, and in support of applications.

Knowledge, Skills and Abilities

• Windows11
• Microsoft SCCM
• Microsoft O365
• ServiceNow
• SAP knowledge (a plus)
• Customer service skills
• Smart Phone skills IOS and Android
• Computer hardware skills
• Ability to Multitask
• Excellent Communication skills

Education and Experience

• High School Diploma or equivalent
• Minimum of 2 years of job-related experience
• ITIL, A+ Certification

UGI Utilities, Inc is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with UGI policies.

As a federal contractor that engages in safety-sensitive work, UGI cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.