Service Desk Support Analyst Sr (125.24) - American States Water Company

Golden State Water Company is one of the largest investor-owned water utilities in the United States.  We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California.  Golden State Water has been in business for more than 90 years because we put customers first.

POSITION DEFINITION:
The individual in this position reports to the Information Technology Service Desk Supervisor. Responsibilities include ensuring that desktop computers, laptops, smartphones, tablets, applications, and related equipment function properly in the Corporate office and remote locations. The incumbent works as part of an onsite support team and as a desktop support analyst with extensive experience in delivering efficient support with a high degree of quality.

Summary of Key Responsibilities
• Troubleshoots routine to very complex problems and works with vendor personnel and follows up to ensure problem resolution
• Imaging of new systems. Maintain configurations of all notebook and desktop computer systems according to established standards
• Provides Service Desk phone and email support focusing on First Contact Resolution. Maintains and documents support request history by recording and tracking all requests in the Service Desk tracking system
• Provides Level 1/2/3 Service Desk and Desktop support
• Instructs and educates internal customers on how to use computer hardware, software and applications more productively
• Applies knowledge of information technology and associated methods to attain project and/or business unit objectives
• Recommends, designs, and deploys best practices for new technologies and implementations as well as knowledge transfer and mentoring to other team members
• Documents and updates technology related instructions and procedures as required
• Participates in Disaster Recovery planning and testing
• Utilizes Active Directory for account move/add/changes
• Provides after hours support utilizing a smartphone (or other Company provided device) as required
• Responds in a timely manner to all phone calls, voicemails, emails and on-site requests for technical support
• Creates, maintains and disables user accounts and groups, including eMail and VPN
• Assists in project implementations, testing, documentation and training
• Other related duties as necessary to support Company goals and objectives.

EDUCATION, EXPERIENCE, KNOWLEDGE AND SKILL REQUIREMENTS
• BS/BA in Computer Science (or related discipline) or 7-10 years equivalent work experience
• A minimum of Five (5) years providing Desktop or Service Desk and/or Call Center telephone support in a professional environment
• A+ or equivalent certification
• Outstanding customer service skills
• Ability to prioritize tasks and adjust quickly as support needs change
• Very strong troubleshooting skills a must
• Experience in identifying, removing, and protecting against spyware/virus infection
• Extensive knowledge of desktop networking (wired and wireless), and network troubleshooting skills
• Ability to prioritize tasks and work with minimal supervision
• Ability to be flexible on “in office” work hours depending on work flow and business needs
• Outstanding written and verbal communication and interpersonal skills
• Energetic and self-motivated team player with ability to work effectively and cooperatively with project and infrastructure teams
• Experience working with a call ticketing system
• Specific required technical skills include:
o Strong working knowledge of Windows 10 or higher operating systems
o Strong working knowledge of Microsoft Office 2016 or higher
o Microsoft Exchange/Outlook 2016 or higher
o Working knowledge of Microsoft 365 and Office 365
o Working knowledge of Internet Explorer/Chrome/Edge
o Adobe software (Reader, Standard, Pro and other suites)
o Imaging software

Requires some travel to other locations. Must possess a current and valid Driver License for the state of California.

Highly Desirable Skills
• Ability to develop project plans, track resources, dependencies, budget and due dates for successful project implementations
• Experience working with VMware
• Solid understanding of network technologies/concepts (including VPN)
• Experience with smartphone/tablet support
• Knowledge of EMR/AMR systems
• Experience with SharePoint development helpful
• Experience utilizing or supporting JDE and/or CC&B a plus
• Working knowledge of web conferencing applications

QUALITIES OF A SUCCESSFUL PROFESSIONAL IN THIS POSITION
• Flexible, thoughtful, accountable, approachable and passionate about work
• Passion for customer service support with a sense of urgency and a ‘can-do’ attitude
• Trustworthy; strong personal integrity; emotional maturity
• Demonstrates strong level of accountability and ownership
• Executes with discipline and urgency
• Collaborative/team oriented
• Exhibits professionalism with internal and external contacts
• Organized with strong attention to detail and time management
• High degree of initiative; self-starter

May include but not limited to standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time.

BENEFITS

Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow.  Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents.  We also offer paid vacation and sick time and twelve Company paid holidays per year.  To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan.  Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans.

COMPENSATION INFORMATION

The compensation range provided is in compliance with state specific laws.  Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.

The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check.

NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.