Service Desk Analyst

Wabtec Corporation

Kansas City, MO


Position summary

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at:

It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do things that haven’t been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.


The Service Desk Analyst will use critical thinking and standard operating procedures to perform IT support activities and resolve issues to ensure effective and timely resolution of tickets. This position ensures the integrity and reliability of the client computing environment and provides first and second level support in all technology related issues. The Service Desk Analyst responsibilities include installing, diagnosing, repairing, maintaining, and upgrading all hardware, related equipment and software while ensuring optimal workstation performance.  They will work with other groups and in particular the Service Desk Leads to provide the necessary support to resolve client and site issues.

Duties and Responsibilities:

  • Perform Service Desk tasks according to Standard Operating Procedures (SOPs).

  • Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).

  • Accurately document instances of hardware failure, repair, installation, and removal in the Service Desk system. 

  • Perform tasks related to Service Desk support in acquisition integrations

  • Administer and support current Anti-virus implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliancy.

  • Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation.

  • Performs activities related to the operations and monitoring of the IT environment.

  • Implement, configure, troubleshoot and maintain network printers.

  • Implement, configure, troubleshoot and maintain phones.

  • Obtain approval and purchase hardware and software as required or requested.

  • Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Service Desk activities.   

  • Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.

  • Resolves questions or problems, referring only complex issues to higher level.  Some evaluation, originality and ingenuity required. Will participate in projects that are large scale deployments of client support level software or hardware.

  • Able and willing to travel up to 25%. Travel includes but is not limited to driving a vehicle to other Wabtec facilities, or air travel, as needed.

  • Other duties as assigned.

Minimum Qualifications:

  • Bachelors or Technical degree (2 or 4-years) in discipline appropriate to position or equivalent combination of education, certifications, and experience.

  • Minimum of 4 of experience in Service Desk Support type role with hands-on hardware troubleshooting experience

  • Experience in conducting research into PC issues and products as required

  • Experience in operating tools, components, and peripheral accessories

Knowledge, Skills and Abilities:

  • Excellent technical knowledge of computer hardware
  • Working technical knowledge of current network protocols, operating systems, and standards.
  • Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly. 
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Analytical and reasoning ability for solving problems and good judgment for complex decision-making.
  • Capable of planning and organizing work and processes; ability to self-direct multiple projects and meet deadlines.
  • Ability to cooperate and have the interpersonal skills to work effectively as a team member.
  • Quality orientation.
  • Motivation to provide excellent internal and external customer service
  • Ability to present ideas in user-friendly language.

Physical Demands:

  • Employee is regularly required to talk and hear
  • Employee is regularly required to lift and/or move up to 25 pounds, and occasionally lift and/or move 50 pounds
  • Employee is regularly required to use computer and office equipment

Work Environment:

The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment. During visits to areas of operations, may be exposed to extreme cold or hot weather conditions.  Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

Wabtec Corporation is committed to taking on the world’s toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles…people like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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About the company

Industry: Industrial: Equipment Manufacturing

At Wabtec, we are in the business of realizing potential. Our employees are the architects of the future. Go just about anywhere and you’ll find us. If you want to move and improve the world, start here.