Help Desk Analyst - Exton, PA

Requisition #:13986

As an Ansys employee, you have helped shape a legacy that spans more than 50 years, enabling innovators across industries to push boundaries by using the predictive power of simulation. Now is the time to seize theopportunity to grow and develop your owncareer here at Ansys. We arecommitted to fostering a culture where employees and leaders think "Ansys First" when adding talent to their teams. Let's continue pushing boundaries together. Go on and explore what opportunities are out there!

Summary / Role Purpose

The IT Operations Team is dedicated to supporting end users business. We provide service and support to internal users on Windows Platform and desktop application-related issues as well as closely cooperate with the IT infrastructure team, and third party vendors to handle escalations, provide documentation, resolve complex technical issues and implement new products across the region.

The Help Desk Analyst is responsible for being the first point of contact for requests of IT support at Ansys Government Initiatives (AGI). In this position, you will be responsible for providing Level 1 Help Desk support for requests via e-mail, in-person walk-ups, and over the phone as a member of the Desktop Support Team. You are also expected to be able to support and troubleshoot end user devices, including workstations, laptops, and cell phones. In addition, you are expected to be able to follow, update, and write documentation for common processes and procedures used by the Desktop Support Team. You will interact with team members in the department from different levels to provide support on Work Orders and projects.

Technology stack includes Microsoft Windows operating system, VMware ESX, Microsoft Office (Outlook, Excel, Word, PowerPoint), Microsoft Skype for Business,Ciso WebEx, Google Apps, Cent OS.

This position is not eligible for immigration sponsorship.

Key Duties and Responsibilities

• Monitor the incoming IT support queues to triage, distribute, and troubleshoot as appropriate for incoming work orders.
• Being the first point of contact for end users:
  • Walk-ups in the department
  • Answering phone calls
  • Replying to e-mails
• Obtain and/or maintain Dell TechDirect certification to interface with Dell, Inc. directly for support and repairs.
• Engage, communicate, and timely update Work Orders with end users.
• Deploy, troubleshoot, and maintain end user devices and software: Workstations, Laptops, and Cell Phones.
• Use, update, and write documentation for Standard Operating Procedures (SOP).
• Support and own Work Orders to completion independently and with other team members.
• Support and own projects to completion independently and with other team members.
• Special Project Support: Tradeshows, Boardroom, StoryTime, and others as needed.
• Communicates effectively with staff by conducting regular meetings to discuss initiatives and current events.
• Explains and clarifies policy to affected parties.
• Provides status updates to management team during department meetings.
• Writes daily briefs or guidelines to ensure employees are provided with updated information.
• Develops press releases, social media posts, etc. to ensure important issues are addressed.
• Shows employees empathy and respect.
• Welcomes new employees into the organization by explaining mission and objectives.
• Shares skills and abilities within work group to facilitate completion of challenging tasks.
• Participates on teams to identify and address agency concerns.
• Informs team members of issues requiring resolution and considers input.
• Works with contractors to implement an IT system change to meet new requirements.
• Research information technology systems to meet specific program needs.
• Adapts processes to keep pace with new technological developments.
• Develops guides and user manuals for customers.
• Ensures products and services comply with customer requirements.
• Streamlines procedures based on customer feedback.
• Provides staff with accurate information about the vision of the company and outlines changes in an up-to-date manner.
• Remains fair and objective when determining skill set needed for projects to select effective team members.
• Uses staff feedback to streamline processes to meet deadlines.
• Adjusts project plan based on input from staff and stakeholders.
• Meets with employees resistant to organizational change to address concerns.
• Maintains composure and direction in high-pressure situations.
• Accepts negative feedback in a constructive manner and adjusts behavior accordingly.
• Solicits periodic feedback to continually improve quality of own work.
• Visits other work sites to gain understanding of staff functions and daily tasks.
• Understands how his/her job impacts overall department results.
• Demonstrates understanding of how the departments and functions interact.

Minimum Education/Certification Requirements and Experience

• Associate's Degree
• Minimum of 3 years of experience as an advanced IT systems administrator in a global company.
• Advanced technical knowledge of specific subject areas:
• Good knowledge of Windows client OS. Microsoft MCP certification is preferred.
• Good knowledge of ITIL foundation version 3.
• Good understanding with basic network technology. CCNA certificate is preferred.
• Excellent IT helpdesk skill for end users.
• Excellent Communication Skills in English.
• Excellent skill with Microsoft Powershell or VBS.
• Demonstrated ability working and have collaboration with teams
• Travel may be required to support local offices and for meetings.

Preferred Qualifications and Skills

• Bachelor's degree in Information Technology from an accredited college/university is preferred
• Industry certification on hardware and software is preferred
• Additional core competencies for this position also include intellectual horsepower, priority setting, maintaining customer focus and driving for results.

At Ansys, we know that changing the world takes vision, skill, and each other. We fuel new ideas, build relationships, and help each other realize our greatest potential in the knowledge that every day is an opportunity to observe, teach, inspire, and be inspired.Together as One Ansys, we are powering innovation that drives human advancement.

Our Commitments:

• Amaze with innovative products and solutions
• Make our customers incredibly successful
• Act with integrity
• Ensure employees thrive and shareholders prosper

Our Values:

• Adaptability: Be open, welcome what's next
• Courage: Be courageous, move forward passionately
• Generosity: Be generous, share, listen, serve
• Authenticity: Be you, make us stronger

Our Actions:

• We commit to audacious goals
• We work seamlessly as a team
• We demonstrate mastery
• We deliver outstanding results

OUR ONE ANSYS CULTURE HAS INCLUSION AT ITS CORE

We believe diverse thinking leads to better outcomes. We are committed to creating and nurturing a workplace that fuels this by welcoming people, no matter their background, identity, or experience, to a workplace where they are valued and where diversity, inclusion, equity, and belonging thrive.

TAKE A LEAP OF CERTAINTY IN YOUR CAREER AT ANSYS

At Ansys, you will find yourself among the sharpest minds and most visionary leaders across the globe. Collectively we strive to change the world with innovative technology and transformational solutions. With a prestigious reputation in working with 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. Our team is passionate about pushing the limits of world-class simulation technology, empowering our customers to turn their design concepts into successful, innovative products faster and at a lower cost.

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." And it's about the melding of disciplined intellect with strategic direction and results that have, can, and do impact real people in real ways. All this is forged within a working environment built on respect, autonomy, and ethics.

CREATING A PLACE WE'RE PROUD TO BE

Ansys is an S&P 500 company and a member of the NASDAQ-100. We are proud to have been recognized for the following more recent awards, although our list goes on: America's Most Loved Workplaces, Gold Stevie Award Winner, America's Most Responsible Companies, Fast Company World Changing Ideas, Great Place to Work Certified (China, Greece, France, India, Japan, Korea, Spain, Sweden, Taiwan, U.K.).

For more information, please visit us at www.ansys.com

Ansys 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.

Ansys does not accept unsolicited referrals for vacancies, and any unsolicited referral will become the property of Ansys. Upon hire, no fee will be owed to the agency, person, or entity.

Nearest Major Market: Philadelphia