Service Desk Analyst I- Talent Pool

Contegix Lancaster , PA 17622

Posted 2 months ago

Service Desk Analyst I

Are you looking to join a growing company where you can do the best work of your career? At Contegix we believe in a team environment that promotes the ability to make a difference within the organization. We treat our employees with the same commitment to "Go Beyond" in an environment of respect, collaboration and dedication to excellence.

Contegix, as a Managed Service Provider, we specialize in IT administration such as Service Desk, Hosting, System & Network Administration-all in the private or public cloud. Our IT service desk operates as a seamless extension to solve problems and answer questions quickly and affordably. We support custom business applications and processes as well as standard hardware, software, and connectivity. We serve customers across multiple industry sectors providing long term value with immediate high quality support for their end-users combined with a continuous improvement strategy.

The Service Desk Analyst I position is a key technical support role with the ability to work from the comfort of your home! The analyst must communicate with individual clients in order to understand their technical (IT) problems and communicate a resolution and/or escalate the issue and manage the incident resolution process. This role has a significant influence on customer service and customer satisfaction.


  • Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously into the ticketing system.

  • Monitor tickets generated by Network Management Systems for critical network problems; perform first-level troubleshooting to diagnose issues and escalate to the appropriate provider.

  • Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable.

  • Provide exceptional customer service to all clients.

  • Proactively support and maintain effective user relationships by educating clients on system operations and applications.

  • Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards.

  • Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.

  • Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.

  • Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies in order to provide technically accurate solutions to customers.

  • Submit accurate, innovative resolutions to internal and customer knowledge base.

  • Absorb feedback from management and from the Quality Assurance Program and monthly agent scorecards.

  • Actively participate in the continuous improvement model; strengthening skills and working on areas of opportunity.

  • Keep an open mind, positive attitude, and contribute to team camaraderie to effectively meet goals and expectations.


  • Associates Degree from college or technical school preferred. Equivalent technical experience also considered in lieu of education.

  • A+ or similar certification preferred.

  • One year of phone-based customer service experience preferred.

  • Excellent oral, organizational, typing, and written communication skills.

  • Working knowledge of PC's, operating systems, applications, networks, and hardware concepts.

  • Good analytical and problem-solving skills.

  • Ability to work effectively both independently and with others to achieve team goals.

  • Strong work ethic.

Key Position Details:

  • Work at least two holidays per year to provide required coverage of customer contact queues.

  • Respond to staffing needs and work overtime as requested.

  • Expect to work evenings and either Saturday or Sunday if needed.

  • Work from home opportunity with occasional travel to the Wyomissing, PA office.

Contegix professionals are committed to excellence. We strive to be experts in our chosen fields, and to be knowledgeable consultants who understand our clients' needs and work creatively to leverage technology for their competitive advantage.

Visit our website for additional information

Equal Opportunity Employer

Contegix participates in the E-Verify program. Therefore, any employment with Contegix will also be contingent upon confirmation from the Social Security Administration ("SSA") and/or the Department of Homeland Security ("DHS") of your authorization to work in the United States.

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Service Desk Analyst I- Talent Pool