WHO OUR CLIENT IS:
- A stable, privately held company in the energy sector with various locations throughout the US.
- One of the largest providers of Energy Solutions in the United States, with the senior management team fielding more than 150 years combined experience in the electric industry.
- Our client provides engineering, construction and maintenance for distribution and transmission powerlines, substations, Engineering, Procurement and Construction (EPC) projects and renewable energy projects.
WHY YOU SHOULD CONSIDER THIS OPPORTUNITY:
- Opportunity to be a part of a highly visible, transformational IT initiative.
- Competitive base pay and benefit package.
- A company culture that offers a family friendly environment and promotes internal growth.
- Provide an exemplary customer experience with all end user interactions.
- Handle ~30 phone-based support requests per day, having a clear understanding of when to escalate issues.
- Perform all relative triage/troubleshooting measures prior to escalating to the next tier.
- Provide clear and detailed documentation within the service management system.
- Performing complex actions to correct problems using remote diagnostic remediation technology and tools, or in-person at user location to install, modify, or make repairs to computer hardware and/or software.
- Responding in a timely fashion to Service Desk tickets and escalated priority levels.
- Meeting Service Level Agreements and Key Performance Indicators for performance measurement.
- Maintain Service Desk queue and ensuring assigned work is completed.
- Providing updates, status, and completion of work information to Management regarding all assigned incidents, requests, and projects.
- Assisting in creation of technical training document for end user education and IT training guides.
- Coordinate with IT Security to promote security awareness and compliance.
- Microsoft Applications troubleshooting and support.
- Windows 10 troubleshooting and support.
- Microsoft O365 troubleshooting and support.
- Awareness of Infrastructure technology, such as Active Directory, LANs, and VPN’s.
- Ability to troubleshoot network related issues (TCP/IP, DNS) from the desktop.
- Experience in troubleshooting.
- Must have the ability to work effectively and empathetically with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions.
- Two year degree in IT, Business or closely related field is preferred, though experience can be substituted for education.
- Minimum 1-3 years of experience as a Service Desk Analyst
- Microsoft O365, Windows 7, and Windows 10 experience required.
- MDM – AirWatch experience preferred.
- Experience with Active Directory and other Microsoft Technologies.
- Experience with Apple iPad's and iPhones
- Excellent customer service skills for a diverse customer base.
- Ability to manage timelines and meet tight deadlines
- Detail oriented with excellent oral and written communication skills
- Manage and prioritize multiple tasks
- Excellent interpersonal skills needed to work with various levels of staff up to the Executive level.
- Self-motivated, constructive and positive attitude
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