What are the responsibilities and job description for the IT Helpdesk Representative position at Tricon Solutions?
Description:
Position: Service Analyst Associate III
Job Summary
The Service Analyst role is part of the Service Management track within the IT function. Members of this team provide end-user support and proactively monitor computer systems using ITIL best practices, including Incident, Problem, and Knowledge-centered support.
Work Arrangement
This position currently follows a hybrid schedule:
- In-office on Tuesdays, Wednesdays, and Thursdays
- Remote work from home on Mondays and Fridays
- Training: The role requires three days of in-person training at the Cranberry location before transitioning to the designated remote schedule.
This arrangement is subject to change at any time. Applicants must be able and willing to work onsite at the Cranberry office if regulations change. At this time, there is no set date when analysts will be required to work full-time in the office.
Position Responsibilities
Operating at an intermediate level within this job family, the Helpdesk Representative III, based in Cranberry Township, PA, supports end users and IT systems across various technical issues.
Responsibilities include:
- Identifying, researching, and resolving technical problems.
- Responding to user requests via phone, email, and other channels.
- Conducting proactive monitoring of PPC’s computer systems using specialized tools.
- Documenting, tracking, and managing issues to ensure timely resolutions.
- Providing advanced problem-solving support directly to customers.
- Participating in projects aimed at improving customer responsiveness and service quality.
- Setting and monitoring performance goals.
Minimum Required Qualifications
- Bachelor's degree in Information Technology or a related field.
- 1–3 years of technical support experience in an IT-related role.
- Understanding of commonly used concepts, practices, and procedures in the field.
- Working knowledge of ITIL standards or best practices.
- Intermediate proficiency in infrastructure support, including:- Standard desktop tools and utilities
- Server operating systems and management tools
- IT networks and voice services
- IT security and disaster recovery protocols
- Process control and monitoring systems
- Call center technologies
Preferred Skills
- Advanced troubleshooting abilities.
- Successful completion of the IT Entry Logic and Problem-Solving Test.
- Strong analytical skills to evaluate and resolve technical issues efficiently.
- Excellent communication, problem-solving, and organizational skills.
- Ability to work effectively without close supervision while maintaining consistency.
- Strong documentation skills for operational procedures.
- Ability to collaborate in a team and work independently.
- Experience interacting effectively with a diverse user base.
- Availability to work rotating shifts and holidays, as needed.
- Ability to maintain safety and security standards in an office or retail environment.
Success Factors
Key attributes for success in this role include:
- Attention to Detail
- Effective Communication and Information Sharing
- Managing Complexity
- Problem-Solving and Critical Thinking
- Taking Responsibility and Ownership
