Service Desk Support Analyst (46.26)

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 Service Desk Support Analyst is responsible for delivering 24/7 technical support to troubleshoot and ensure the optimal performance of desktop computers, laptops, smartphones, tablets, applications, and related equipment. This role operates as part of a hands-on, onsite Service Desk team, providing support to both local and remote offices. The analyst delivers timely technical assistance, guidance, and issue resolution across a range of technologies and hardware. In addition to technical expertise, the role requires a strong commitment to customer service, effective communication, and collaboration within a team environment.
Summary of Key Responsibilities
• Provides Service Desk phone and email support focusing on First Contact Resolution
• Maintains and document problem call history by recording and tracking all calls in the Service Desk tracking system
• Responds in a timely manner to all phone calls, voicemails, emails and on-site requests for technical support
• Provides Level 1 and 2 Service Desk and Desktop support, escalating to Level 3 when necessary
• Preparation and imaging of desktops and laptops for companywide deployment
• Deploy, configure and troubleshoot printers
• Troubleshoots routine to complex problems and works with internal team, vendor personnel and follows up to ensure problem resolution
• Instructs and educates internal customers on how to use computer hardware and software more productively
• Creates, maintains and disables user accounts and groups, including email and VPN, utilizing Active Directory / M365 Entra ID
• Assists in project implementations, testing, documentation and training
• Creates, reviews and modifies process, procedure and instruction documentation
• Participates in Disaster Recovery planning and testing
• 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 3-6 years equivalent work experience
• A minimum of Three (3) years providing desktop or Service Desk and/or Call Center telephone support in a professional environment
• Outstanding customer service skills
• Ability to prioritize tasks and adjust quickly as support needs change.
• Solid troubleshooting skills
• Experience in identifying, removing, and protecting against spyware/virus infection
• Basic troubleshooting of laptops, desktops and printers
• Basic knowledge of two-factor authentication
• Basic knowledge of iPad and iPhone devices
• Basic knowledge of PDQ Deploy and PDQ Inventory
• Basic 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
• 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 working knowledge and technical skills include:
o Windows 11 or higher operating systems
o Microsoft Exchange Online/Outlook for M365
o Microsoft 365 and Office 365, including Teams and OneDrive
o 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, valid California Driver License.

Highly Desirable Skills
• Cybersecurity best practices for end point technologies
• Experience with GenAI tools such as Co-Pilot
• Solid understanding of network technologies/concepts (including VPN)
• Experience with Mobile Device Management support
• 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.