Service Desk Analyst

The Service Desk Analyst will utilize technical and business process knowledge to support and improve ELLWOOD. This position will primarily be stationed in New Castle, PA to provide remote support to all regional Ellwood companies. This position will report the ELLWOOD Support Technician Manager

• Answers, evaluates, and prioritizes IT Service desk Tickets for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Evaluates Approved ServiceDesk Requests for mandatory/compliance related requirements
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or higher-level technical staff.
• Tests solution to ensure solution met user's need.
• Logs and tracks calls using IT Service desk software and related problem documentation.
• Installs and configures software, hardware drivers.
• Abides by all policies and procedures established by the Company including plant safety regulations and work rules
• Must have ability and desire to work well with others
• Provide expert coaching, training, and knowledge development to other members of ELLWOOD and its business units
• Maintain confidentiality at the highest level.
• Performs other duties as deemed necessary.

Entry level experience in a similar IT support technician role

• Strong computer skills, including PC configuration and troubleshooting skills
• Experience with Windows 10/11 and other Microsoft products
• Customer service driven with strong personal skills
• Excellent verbal and written communication skills;
• Customer service driven with strong interpersonal skills;
• Detail oriented and analytical/problem solving skills that result in quality solutions;
• Ability and desire to work well with others;
• Excellent time management skills;
• Ability to work effective as a team member and independently;
• Have a valid driver's license and reliable transportation.

• This position is an onsite position with an office based in New Castle, PA.

• Associate's degree in computer science or similar technical field, relevant certificates, or related field or equivalent experience