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Service Desk Specialist II
Ugi Utilities, Inc.
Provides first-line IT support, resolves hardware/software issues, follows ITIL.
7d ago
Junior (1-3 years)
Full Time
Lancaster County, PA
Onsite
Company Size
4,500 Employees
Service Specialisms
Natural Gas Distribution
Energy Services
Pipeline Safety
Infrastructure Maintenance
Emergency Response Services
Metering Services
Gas Supply and Procurement
Regulatory Compliance
Sector Specialisms
Natural Gas
Electric Utility
Energy
Infrastructure
Residential
Commercial
Industrial
Liquefied Natural Gas (LNG)
Role
What you would be doing
incident management
ticket management
knowledgebase
troubleshooting
on-call support
documentation
- Create and maintain documentation of complex procedures and provide status updates to users.
- Utilize and update knowledgebase.
- Works under limited supervision on non-routine, moderately technical assignments.
- Determine the appropriate course of action within the incident management process (ITIL).
- Maintain technical and professional knowledge by reviewing publications, establishing personal networks, and attending training.
- Update and close Service Desk tickets for work being performed.
- Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure).
- Participate in team projects that enhance the quality and efficiency of the Service Desk, and in support of applications.
- Research and resolve more difficult and complex problems that have been escalated to next level.
- Requires participation in on-call support and as part of a weekly rotation.
- Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas.
- Provide initial support/first contact resolution of workstation problems and application interface issues
What you bring
microsoft sccm
microsoft o365
itil
a+ certification
high school
2 years
- Microsoft SCCM
- Customer service skills
- Microsoft O365
- High School Diploma or equivalent
- Ability to Multitask
- ITIL, A+ Certification
- Minimum of 2 years of job-related experience
- Computer hardware skills
- Regularly uses judgment in work assignments and decision making that affect operations.
- Smart Phone skills IOS and Android
- Excellent Communication skills
- SAP knowledge (a plus)
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- must pass pre-employment drug screen and be subject to substance abuse testing.
Company
Overview
Dating back to 1882
Historical Milestone
Reflecting over a century of service and growth in the utility sector.
Over 700,000 customers
Customer Reach
Serving a significant portion of Pennsylvania's energy needs reliably.
- Delivering natural gas and electricity services across Pennsylvania.
- Operates in both residential and commercial sectors, ensuring reliable energy distribution.
- Focused on maintaining infrastructure and expanding its reach to new regions.
- Continually strives to enhance customer service and meet the evolving energy needs of communities.
- Safety First
- Customer Focus
- Integrity
- Accountability
- Excellence
- Innovation
- Sustainability
2050 Net Zero
GHG Emissions Target
Aiming to achieve net zero greenhouse gas emissions by the year 2050.
- Committed to reducing carbon footprint through renewable energy integration and improved energy efficiency.
- Supports environmental sustainability through conservation efforts, efficient resource management, and pollution reduction.
- Investing in new technologies to reduce operational emissions.
- Expanding renewable natural gas (RNG) and biogas projects.
X% female employees
Gender diversity in overall workforce
Percentage of female employees across the organization reflects a commitment to gender balance.
Y% leadership roles
Female representation in leadership
Percentage of female employees in leadership positions highlights progress toward gender equity at executive levels.
- Promotes a culture of respect, fairness, and inclusion for all employees.
- Works to provide equal opportunities for all employees regardless of background.
- Has set measurable goals to improve diversity at all levels of the organization.
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