Service Desk Analyst Details

Service Desk Analyst

Wabtec - Grove City, PA

Employment Type : Full-Time

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at: http://www.WabtecCorp.com .

It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do things that haven’t been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.

Overview: 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 Technical Support Analysts responsibilities includes 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 IT Infrastructure Team to provide the necessary support to resolve client and site issues.

Essential Responsibilities:

• 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 Knowledge base system
• Perform tasks related to client support in acquisitions integration
• Administer and support current Anti-virus and SCCM implementations to ensure the security of client systems
• Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation
• Perform application compatibility and load testing to ensure the stability and performance of workstation images
• Creation, testing and maintenance of client application distribution procedures
• Performs activities related to the operations and monitoring of the IT environment
• Monitor desktops for patching and anti-virus compliance
• 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 Client Support 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 lead projects that are large scale deployments of client support level software or hardware
• Provides rotational on-call and after-hours support

Basic Qualifications

• Bachelor's degree in related field and 2 years' experience OR Technical degree and 4 years’ experience OR 10 + years of equivalent combination of education, experience
• Working technical knowledge of network protocols, operating systems, and IT ticketing systems
• Experience in conducting research into PC and Mac issues and products as required
• Willingness to work in a manufacturing environment while adhering to all safety standards including the use of PPE

Desired Characteristics

• Hands-on hardware troubleshooting experience
• Experience with applications such as MS Office, Teams, ServiceNow, Okta or other single sign on or multi factor authentication
• Ability to effectively prioritize and execute tasks in a high-pressure environment with all levels of staff including executive leadership
• Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly
• 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
• Motivation to provide excellent internal and external customer service
• Ability to present ideas in user-friendly language

No relocation assistance provided

Wabtec Corporation is committed to taking on the world’s toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles…people like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.