Service Desk Support Analyst

Position: 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 company wide 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  
• 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 One Drive 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,…