Service Desk Analyst (W/Th/F/Sa 7:30am-6:30pm ET)

Description

Prelude Services is a Managed Service Provider that has delivered innovative and secure IT services for 28 years. Prelude's corporate office is located in Mechanicsburg, PA, but this position is fully remote/ work from home. Shift is W/Th/F/Sa 7:30am-6:30pm Eastern Time (ET) - Four 10-hour shifts. This position pays $24 hourly.

Prelude offers the following IT services:

• Outsourcing
• Cloud Computing
• 24x7 Service Desk
• Network Management
• Hardware and Software Support
• HIPAA IT Risk Assessment and Security Management Services
• Enterprise Reporting and Dashboards

Position Summary

Prelude Services is currently searching for an energetic, customer-focused, Service Desk Analyst who provides the first level IT support to our clients. We are looking for someone with previous Helpdesk/Service Desk experience who understand the flow process of a ticketing system and can manage multiple tickets at a time. A Service Desk Analyst need to understand and follow standard operating procedures and remain calm during high call volumes.

Under immediate direction of the Service Desk Manager, our Service Desk Analysts respond to and diagnose problems through discussions with customers. This includes problem recognition, research, isolation, and resolution steps. The Service Desk Analysts provide level one support for desktop hardware and software problems, password resets, and installs and configures hardware and software through the use of a problem management database and Service Desk systems. They must have the ability to grasp and apply the basic technical steps necessary to resolve less complex problems immediately, while more complex requests are assigned to second level analysts, supervisor, or another Prelude support group. You have to be able to type and talk simultaneously, and have excellent telephone communication and problem resolution skills.

Essential Functions

1. Responds to requests for assistance (live calls, email and voice mails) submitted to the Service Desk.
2. Focuses on customer needs: anticipates customer needs; continually searches for ways to increase customer satisfaction.
3. Understands and applies Prelude SLA requirements.
4. Understands and applies Prelude mission critical and escalation procedures.
5. Provides Level 1 support for hardware, user account administration and software problems.
6. Resolves routine problems immediately.
7. Follow-up on open Service Desk tickets and closes out tickets when problem is resolved.
8. Maintains a secured work area and ensures confidential material is secured properly.
9. Keeps management apprised of issues impacting project schedules, costs, technology standards, and risks to the client.
10. Requests training and assistance necessary to complete project assignment or related job duties.
11. Remains current on desktop and networking technologies necessary to perform the duties of the position.
12. Works with all Prelude groups to promote clear communication and superior customer support.
13. Completes Service Desk requests and projects in a timely and organized manner.
14. Participates in on call program as required.

Requirements

1. Minimum of one-year experience in customer service roles.
2. Minimum one-year experience on service desk highly preferred.
3. Strong customer service and communication skills and ability to relate to customers and follow through with service requests.
4. Ability to multitask.
5. Strong typing skills; must be able to type and communicate.
6. Ability to work in a team environment.
7. Ability to deal with stress during peak call times.
8. Ability to grasp and apply basic technical steps necessary for problem resolution.
9. Basic knowledge of Microsoft Windows, Office Products, E-mail packages, Citrix, and computer hardware.

Our Benefits

Ranked a "Best Place to Work in PA" (2025, 2024, 2023, 2022, 2020, 2017), we offer a wide range of benefits to our employees which you are eligible for the first of the month after your date of hire:

- Medical, Dental, and Vision Insurance

- Health Savings Account (with match)

- 401k (with match),

- Company-paid Long-Term Disability, Short-Term Disability, and Life Insurance

Other great perks Prelude offers include (in no particular order):

- Mileage reimbursement

- Casual dress

- 6 paid holidays

- Unsick Day

- $400 technology stipend (one time upon hire)

- Cell phone stipend for applicable positions

- Company-provided laptop and dock

- Quarterly company meetings

- Pet insurance

- Supplemental voluntary life insurance

- Access to a robust Employee Assistance Program

- Fun remote and in person events

- Certification and Training Programs

- Two PTO Cash Out days annually

- Generous PTO. You can accrue 20 days of PTO your first year!

Prelude's great company culture is guided by our core values: Innovation, Integrity, Collaboration, and Customer Focus.

Prelude Services is committed to creating a diverse environment and is proud to be an equal opportunity employer.

What to Expect

Following review of your application, you may be selected for a phone interview with HR.