Service Desk Analyst

  • Hannon Armstrong
  • Annapolis, MD
  • Jun 10, 2021
Information Technology

Job Description

Hannon Armstrong (NYSE: HASI) is the first U.S. public company solely dedicated to investments in climate change solutions, providing capital to leading companies in energy efficiency, renewable energy, and other sustainable infrastructure markets. Hannon Armstrong's core purpose is to make climate-positive investments with superior risk-adjusted returns. For more information, please visit Follow Hannon Armstrong on LinkedIn and Twitter @HannonArmstrong.
The Service Desk Analyst serves as the initial point of contact for IT and customer support for our team. Ensure proper operation so that end users can focus on business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user support requests. Problem resolution may involve logistical support, the use of diagnostic and tracking tools, as well as require that the individual supports end-user computing, events and meetings.


  • Onsite, providing in-person and remote end-user IT support
  • Respond to IT support requests submitted by email, trouble ticket, phone, or in person
  • Escalation and hand-off of requests when appropriate
  • Identification and triage, including business impact, security events, and outages
  • Follow up on outstanding requests and ensure timely and documented resolution
  • Manage user network and application accounts, and configure workstations as part of on-boarding/off-boarding process
  • Support technology throughout office, including collaboration tools, audio and video equipment, and conference room technology
  • Support mobile computing including, phones, tablets, laptops, VPN, and WiFi
  • Manage and monitor internal assets to ensure equipment is functional and inventory is maintained
  • Support email, file server, printing, and other day-to-day operational needs of users
  • Provide computer and software training and prepare training materials as needed
  • Support installed and cloud applications, such as Salesforce, DocuSign, Acrobat, and Zoom
  • Diagnose, research, repair, resolve, and document hardware and software issues
  • Configure and deploy software installation and update packages
  • Document IT processes, procedures, and configurations
  • Perform PC upgrades, including asset management, OS installation, profile migration, and data security
  • Other duties may be added and/or assigned as needed


  • 2+ years of experience configuring and servicing computer hardware
  • 2+ years of experience configuring and managing Windows operating systems
  • Experience working with Office 365 user account management
  • Experience working with a service request ticketing system
  • Experience performing common Salesforce administration tasks
  • Salesforce administrator certification or greater preferred, but not required
  • Working knowledge of modern operating systems and enterprise workstation management, such as active directory and group policy
  • Working knowledge of Microsoft product configuration, including Outlook, Word, and Excel
  • Basic knowledge of networking including cabling, switching, firewalls and routing
  • Experience working with remote support tools, such as Desktop Central or TeamViewer
  • Experience using configuration or inventory management such as Freshservice, PDQ or SCCM preferred
  • Excellent interpersonal (verbal and written) communication skills are required to support working in project environments that includes internal, external and customer teams
  • Highly self-motivated and directed
  • Exceptional customer service orientation
  • Ability to manage multiple priorities, and to assess and adjust quickly to changing priorities

COMPENSATION  Salary commensurate with experience
TO APPLY  Please visit to submit an application for this position. Select the Careers tab from the homepage and then click on View Current Job Openings and apply to the respective position. 
The Company maintains a policy of non-discrimination in employment and complies with and supports all Federal, state, and local laws regarding discrimination in employment.  Specifically, the Company does not discriminate in employment opportunities or practices against any employee, intern, or applicant on the basis of race, color, gender, sex, sexual orientation, gender identity, religion, ancestry, national origin, age, citizenship status, marital status, pregnancy (including childbirth, lactation, or related medical conditions), mental or physical disability, veteran status, uniformed servicemember status, genetic information (including testing and characteristics), or any other characteristic to the extent prohibited by federal, state, or local law. Decisions regarding staffing, selection, and promotions are made on the basis of individual qualifications related to the requirements of the position.  

Organization Type


Organization Size



Energy, Funding

Drawdown solutions

Offshore Wind Turbines, Onshore Wind Turbines, Utility-Scale Energy Storage, Utility-Scale Solar Photovoltaics

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