Service Desk Analyst – Erie, PA

National Fuel is seeking an experienced Service Desk Analyst for an outstanding career opportunity at our Erie, PA location. As a member of the National Fuel team, you will enjoy an exciting and challenging work environment where top performance is recognized and rewarded. Our commitment to excellence and customer satisfaction sets us apart, and our IT Service Desk plays a crucial role in delivering exceptional support and ensuring seamless technology operations

PRIMARY RESPONSIBILITIES:

• Serve as the point of contact for IT-related inquiries and incidents, providing exceptional customer service via various channels (phone, email, chat, in person).
• Document incidents and service requests in a detailed and accurate manner, ensuring proper ticket management and adherence to established protocols.
• Support in office and remote employees with hardware and software support including application deployment, and PC Imaging and deployment.
• Efficiently diagnose and resolve complex technical issues. Collaborate with vendor support and cross-functional teams to drive incident resolution.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Ability to travel to multiple locations in support of IT needs in our New York and Pennsylvania service territories.

MINIMUM QUALIFICATIONS:

• 3-5 years’ experience in an IT Service Desk or technical support role, demonstrating strong troubleshooting and problem-solving skills with a customer focus and a passion for delivering exceptional service.
• Strong knowledge of Windows OS (10/11), including imaging, group policy, file/folder permissions
• Hardware troubleshooting experience focused on modern desktop/laptop/tablet/printer equipment
• Familiarity with ticketing systems and remote support tools and remote application deployment tools.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.

PREFERRED QUALIFICATIONS:

• High level of initiative, professionalism, and leadership with strong interpersonal/communications skills.
• Well organized and self-motivated with focus on strong customer service and issue resolution.
• Exceptional analytical and problem-solving skills with strong technical competencies.
• 2-4 years’ experience in End User Computing, Systems Administration or Systems Engineering (or equivalent).
• Experience with Remote deployment and scripting in PowerShell/Batch. Package Manager/IVANTI Endpoint Manager a plus.
• Experience working in and manipulating –

o Active Directory & Azure AD

o Windows Group Policy

o Windows Server 2016/2019 (and newer)

o Intune (or other MDM)

o VMWare Horizon/vSphere

o M365 Admin Center

ABOUT NATIONAL FUEL:

National Fuel is a diversified energy company headquartered near Buffalo, NY. Our employees continue to be the most important part of our Company and have made us who we are today. We are dedicated to the communities in which we live, work, and have 2,000 employees in Western NY and Northwest PA. National Fuel is proud to have an inclusive workplace where diversity is valued, hard work is rewarded and promotion from within is supported. We offer exciting career opportunities for talented and ambitious job seekers and encourage you to apply today.

COMPENSATION AND BENEFITS:

The rate of pay will be commensurate with experience and will range from $60,500 – $77,000

National Fuel offers a comprehensive benefits package including the following:

• Medical and Prescription Drug Coverage
• Paid Company Holidays
• Dental Coverage
• Parental Leave for Mothers and Fathers
• Vision Coverage
• Tuition Reimbursement
• 401(k) with Company Match
• Life Insurance
• Company Funded Retirement Savings Account
• Long Term Disability Insurance
• Flexible Work Schedule
• Flexible Spending Account
• Paid Time Off
• Charitable Giving Programs

HOW TO APPLY:

Any candidate offered a position with National Fuel will be required to successfully complete a pre-employment drug test. For confidential consideration, please submit your resume and cover letter (preferably in PDF format) by April 21, 2025.

Please reference position #25-015PA Service Desk Analyst in the subject line of your email.

National Fuel is a proud equal employment opportunity employer. We believe our differences makes us all better, pushing us to look at things differently while enriching our own personal life experiences. That’s why we’re committed to building a diverse workforce and an equitable and inclusive work environment.

We celebrate diversity and do not discriminate based on race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, disability, veteran status, or any other legally protected basis.

Job Type: Full-time

Pay: $60,500.00 - $77,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement

Schedule:

• Monday to Friday

Work Location: In person

Salary : $60,500 - $77,000