Support Analyst I, IT Service Desk

Invenergy drives innovation in energy. Powered by decades of entrepreneurial experience and unparalleled execution, we solve the energy challenges facing our customers and communities. We provide power generation and storage solutions at scale around the world to create a cleaner energy future. We develop. We build. We own. We operate. We are Invenergy.

Job Description

As an Support Technician, Service Desk you will provide technical and troubleshooting assistance to employees across the organization, as well as escalate and assist, in complex incidents and projects with advanced-level IT systems teams. We are looking for an energetic, outgoing, customer service oriented Helpdesk specialist to provide technical support to users both efficiently and responsibly. You will be on Invenergy’s IT front line solving end user technical challenges and providing support for all assigned technical areas for 1000 employees in 40+ locations around the world. The goal is to make sure that customer service is maintained to the standards required while providing technical solutions to business problems.

Responsibilities

• Adhere to the company’s values and behaviors.

• Actively monitor and manage the helpdesk request queue.

• Provide competent, service-oriented support to end users as primary point of contact for company helpdesk.

• Provide first level contact and convey resolutions to customer issues.

• Walk customers through problem solving process.

• Follow up with customers, provide feedback and see problems through to resolution.

• Provide PC, MS Windows and other client software installations.

• Provide networking and systems triage.

• Perform light administration tasks.

• Work with project, network, and system teams to ensure user-friendly solutions and services are delivered.

• Researches problems and identifies trends.

• Escalate tickets to appropriate group as needed.

• Track, route and redirect issues to the correct resources.

• Plan and participate in appropriate change management and training activities.

• Collaborate with organization counterparts and department team members.

• Perform other duties as assigned.

• Preserve and grow your knowledge of help desk procedures, products and services.

*Responsibilities may require shift schedule responsibilities between the hours of 7AM-6PM CST.

Required Skills

• Minimum Education: Associate’s Degree in an information technology related field

• Preferred Education: Bachelor’s Degree in an information technology related field

• 1-3 years related work experience in a helpdesk or related capacity

• Knowledge of computing and computer systems, hardware, software and peripheral equipment

• Knowledge of computer security systems, procedures, techniques and applications

• Hands on and remote helpdesk experience

• A+, MCP, or similar Certification desired

• Experience with Windows PCs AND Android and iOS mobile devices

• Eligible to work in the United States without the need for employer visa sponsorship now or in the future.

Competencies:

• Facilitation and change management skills

• Strong analytical skills

• Strong organizational and planning skills

• Works well both alone or in a team setting

• Excellent English written and verbal communication skills

• Excellent customer service skills

About the Infrastructure

Technology at Invenergy consists of a modern, cutting edge IT environment primarily running the Microsoft stack but always utilizing best of breed hardware and software solutions. The core infrastructure utilizes virtual server technology supporting over 500 on-premise and cloud-based hosts and over 200 on-premise, physical hosts located in 40 data centers around the world. Core switching and routing is with industry best equipment and connected via a hybrid of enterprise MPLS, site-to-site VPNs, and private circuits. We are utilizing some of the most advanced cyber security tools and approaches available to help keep our environment safe and protected. We employ SaaS solutions for rapid solution delivery and virtual desktop infrastructure to support 24/7 operations requirements. As we continue to grow, we continue to strategically look for new solutions to enhance Invenergy’s IT solutions.

Benefits

Eligible for medical, dental, vision, 401(k), bonus, paid time off, etc.

Invenergy LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Invenergy drives innovation in energy. Powered by decades of entrepreneurial experience and unparalleled execution, we solve the energy challenges facing our customers and communities. We provide power generation and storage solutions at scale around the world to create a cleaner energy future. We develop. We build. We own. We operate. We are Invenergy.