Support Analyst I, IT Service Desk - R08075-4121

This job was posted by https://illinoisjoblink.illinois.gov : For moreinformation, please see:https://illinoisjoblink.illinois.gov/jobs/11968632 Invenergy drivesinnovation in energy. Powered by decades of entrepreneurial experienceand unparalleled execution, we solve the energy challenges facing ourcustomers and communities. We provide power generation and storagesolutions 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 andtroubleshooting assistance to employees across the organization, as wellas escalate and assist, in complex incidents and projects withadvanced-level IT systems teams. We are looking for an energetic,outgoing, customer service oriented Helpdesk specialist to providetechnical support to users both efficiently and responsibly. You will beon Invenergy\'s IT front line solving end user technical challenges andproviding support for all assigned technical areas for 1000 employees in40+ locations around the world. The goal is to make sure that customerservice is maintained to the standards required while providingtechnical 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 primarypoint of contact for company helpdesk.
• Provide first level contact and convey resolutions to customerissues.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems throughto 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-friendlysolutions 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 trainingactivities.
• Collaborate with organization counterparts and department teammembers.
• Perform other duties as assigned.
• Preserve and grow your knowledge of help desk procedures, productsand services.

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

Required Skills

• Minimum Education: Associate\'s Degree in an information technologyrelated field
• Preferred Education: Bachelor\'s Degree in an information technologyrelated field
• 1-3 years related work experience in a helpdesk or related capacity
• Knowledge of computing and computer systems, hardware, software andperipheral equipment
• Knowledge of computer security systems, procedures, techniques andapplications
• 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 employervisa 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 ITenvironment primarily running the Microsoft stack but always utilizingbest of breed hardware and software solutions. The core infrastructureutilizes virtual server technology supporting over 500 on-premise andcloud-based hosts and over 200 on-prem se, physical hosts located in 40data centers around the world. Core switching and routing is withindustry best equipment and connected via a hybrid of enterprise MPLS,site-to-site VPNs, and private circuits. We are utilizing some of themost advanced cyber security tools and approaches available to help keepour environment safe and protected. We employ SaaS solutions for rapidsolution delivery and virtual desktop infrastructure to support 24/7operations requirements. As we continue to grow, we continue tostrategically look for new solutions to enhance Invenergy\'s ITsolutions.

Benefits

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

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