Senior Help Desk Analyst

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Job Location: Canonsburg, PA

Company Name: ANSYS

Date Posted: 2020-04-28

Valid Through: 2020-05-18

Employment Type: FULL_TIME

Description:

ANSYS is the global leader in engineering simulation, helping the world's most innovative companies deliver radically better products to their customers. By offering the best and broadest portfolio of engineering simulation software, ANSYS helps companies solve the most complex design challenges and engineer products limited only by imagination.SUMMARYThe Senior IT Help Desk Analyst would be responsible for providing second line technical support to internal staff and deal with any escalated support calls from within the service desk system. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of problems. There are a range of administrative duties like tracking and resolving tickets, handling service requests, providing technical assistance to users via email/phone/remote support, assisting with onboarding and offboarding of employees, and handling other account management requests in a 24x7 environment covering all the time zones.RESPONSIBILITIES
• Provide tier-1 and tier-2 support of application and service incidents reported through the help desk system
• Act as a single point of contact for requests from staff regarding IT issues and queries
• Monitor and respond to problem reporting, updating, resolution, customer feedback, and problem closing for all requests in the ticket tracking system
• Maintain a high level of communication, which includes full ownership, engaging the user to ensure issues are resolved in their entirety
• Assist with the onboarding and offboarding of employees
• Support and administer various third-party applications
• Troubleshoot basic network related issues
• Active Directory administration- managing user accounts, security groups, etc.
• Manage user and computer properties on systems like SSO, MFA and AD
• Perform upgrade/maintenance of system and software applications
• Configure and provide end user support for desktops, laptops, and printers
• Troubleshooting issues related to Microsoft Office tools including Outlook configuration
• Configuration and troubleshooting of basic issues related to virtual machines
• Configure network settings using DHCP, DNS, and third-party software
• Configuration and troubleshooting of Windows file shares
• Carry out daily Infrastructure system checks
• Basic understanding of Audio Visual equipment and troubleshooting
• Generate service management reports as mutually agreed from the ticketing tool and publish the same to the respective stakeholder
• Maintenance of SLA matrix, severity, and categorization matrix
• Guide and mentor L1 team
• Provide knowledge documentation for first and second level service desk support and ensure appropriate updates are correct in the knowledgebase
• Procurement and ordering of PC systems for the United States
• Procurement and ordering of peripheral hardware items for the United States
• Be a champion to our customer.MINIMUM QUALIFICATIONS
• Diploma/Bachelor's degree in Science or equivalent experience
• 3+ years working in a support, service or help desk role
• Working with ServiceNow highly preferred
• Working knowledge of fundamental operations of relevant software, hardware and other equipment related to desktop management
• Strong knowledge of Windows Operating Systems
• Knowledge of Apple hardware and iOS
• Understanding of TCP/IP, LAN, DNS, and DHCP protocols
• Experience with using and troubleshooting Microsoft Office tools
• Knowledge of Active Directory
• Should have good written and verbal communication skills
• Knowledge and experience of customer service practices
• User support experience, including remote supportPREFERRED QUALIFICATIONS
• Microsoft certifications like MCSE is preferred
• Exceptional written and oral communication skills
• Good task and time management skills
• Self-motivated with excellent problem-solving skills and an ability to work independently
• Logical problem analysis/problem skill-set using available information resources
• Should be able to work on the phone/computer for an extended period
• Needs to be able to lift 50 lbs.
• Up to 25% travelCULTURE AND VALUESCulture and values are incredibly important to ANSYS. They inform us of who we are, of how we act. Values aren't posters hanging on a wall or about trite or glib slogans. They aren't about rules and regulations. They can't just be handed down the organization. They are shared beliefs - guideposts that we all follow when we're facing a challenge or a decision. Our values tell us how we live our lives; how we approach our jobs. Our values are crucial for fostering a culture of winning for our company:
• Customer focus
• Results and Accountability
• Innovation
• Transparency and Integrity
• Mastery
• Inclusiveness
• Sense of urgency
• Collaboration and TeamworkWORKING AT ANSYSAt ANSYS, you will find yourself among the sharpest minds and most visionary of leaders, collectively aiming to change the world with innovative technology and remarkable solutions. With the prestigious reputation in servicing well-known, world-class companies, standards at ANSYS are high, met by those willing to rise to the occasion and meet those challenges head-on. Because at ANSYS, it's about the learning, the discovery and the collaboration. It's about the "what's next" as much as the "mission accomplished". It's about the melding of disciplined intellect with strategic direction and results that have, can and will impact real people in real ways, forged within a working environment built on respect, autonomy and ethics.At ANSYS, you will find yourself among those eager to drive the world towards the next best thing with hands planted firmly on the wheel.Our team is passionate about pushing the limits of world-class simulation technology so our customers can turn their design concepts into successful, innovative products faster and at lower cost.As a measure of our success in attaining these goals, ANSYS has been recognized as one of the world's most innovative companies by prestigious publications such as Bloomberg Businessweek and FORTUNE magazines.ANSYS is an S&P 500 company and a component of the NASDAQ-100.For more information, please visit us at www.ansys.comANSYS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.Nearest Major Market: Pittsburgh

Senior Help Desk Analyst


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