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# Service Desk Analyst - Erie, PA

- **Company:** National Fuel Gas
- **Location:** Erie, PA, United States
- **Experience:** Experienced
- **Salary:** $62,500.0 - $76,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Systems Engineering, File System Permissions, Issue Tracking Systems, Windows Servers, Windows PowerShell, Azure Active Directory, Remote Service Software, Software Deployment, User Environment Management, VMware Horizon View, VMware VSphere, Scripting, Software Troubleshooting, Microsoft InTune, Computer Equipment, Information Technology
- **Published:** September 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=be74e28bf8897374

## About the Role

* Associate degree in Computer Science, Management Information Systems, or related field.
 * 3+ years of experience in an IT Service Desk or technical support role, demonstrating strong troubleshooting and problem-solving skills with a customer focus and a passion for delivering exceptional service.
 * Strong knowledge of Windows OS (10/11), including imaging, group policy, file/folder permissions.
 * Hardware troubleshooting experience focused on modern desktop/laptop/tablet/printer equipment.
 * Familiarity with ticketing systems, remote support tools, and application deployment tools.
 * Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely., * Bachelor's degree in Computer Science, Management Information Systems, or related field.
 * High level of initiative, professionalism, and leadership with strong interpersonal/communications skills.
 * Well organized and self-motivated with focus on strong customer service and issue resolution.
 * Exceptional analytical and problem-solving skills with strong technical competencies.
 * 2-4 years' experience in End User Computing, Systems Administration or Systems Engineering (or equivalent).
 * Experience with Remote deployment and scripting in PowerShell/Batch. Package Manager/IVANTI Endpoint Manager a plus.
 * Experience working in and manipulating -
 * o Active Directory & Azure AD
 * o Windows Group Policy
 * o Windows Server 2016/2019 (and newer)
 * o Intune (or other MDM)
 * o VMWare Horizon/vSphere
 * o M365 Admin Center

## Description

* Serve as the point of contact for IT-related inquiries and incidents, providing exceptional customer service via various channels (phone, email, chat, in person).
 * Document incidents and service requests in a detailed and accurate manner, ensuring proper ticket management and adherence to established protocols.
 * Support in office and remote employees with hardware and software support including application deployment, and PC Imaging and deployment.
 * Efficiently diagnose and resolve complex technical issues. Collaborate with vendor support and cross-functional teams to drive incident resolution.
 * Contribute to the creation and maintenance of knowledge base articles and support documentation.
 * Ability to travel to multiple locations in support of IT needs in our New York and Pennsylvania service territories.