Help Desk Analyst II
Posted on: 5 Aug 2021
Oakland, CA
Job Description
The Helpdesk Analyst provides technical assistance to ENGIE’s North American computer users by analyzing, troubleshooting, and evaluating problems. The Helpdesk Analyst assists users with computing problems by communicating effectively to understand the problem, explain, and implement a solution (i.e., password resets, hardware issues, laptop/desktop problems). Additional responsibilities include but aren’t limited to imaging laptops, migrating users, hardware deployments, working in a cross domain environment and multi-system support. Be the “Remote Hands” for the Network and Server team for all California locations.
What you’ll do:
Work independently, flexible, and able to take initiative
Respond to internal customers support calls to report problems and resolve technical issues in a timely manner
Exhibit a high degree of professionalism in customer service and approach to providing support and solutions
Evaluate issues and requests to determine severity and prioritize appropriately
Manage root cause analysis and preventive measures to ensure effective problem solving and resolution
Assume ownership for critical problems with proactive communication and follow through to completion
Maintain accurate contact and alert lists for team and customer communications
Manage internal personnel moves and other physical changes to facilities
Assist in the development of help desk process and procedures for the support of help desk functions
Excellent customer service, interpersonal, and communication skills, both written and
Good organizational, prioritizing and time management skills
Act as a team member with all employees of ENGIE
Comply with all ENGIE policies and procedures
Carry out other duties as assigned
Meet the highest attendance requirements
Ability to maintain professional competency by participating in relevant continuing education and training programs
??What you bring:
Bachelor’s degree in business administration, computer science, information systems or a related field or equivalent combination of education and experience
1+ years of experience servicing/supporting personal computers and networks
Knowledge of WAN connectivity issues
Specific product experience required with the following: Windows10, Oracle, all Microsoft Office 365 products, remote access, VPN, basic networking
Knowledge of standard desktop configuration processes, help desk standard processes
Proficiency with Problem Management application(s) as part of a helpdesk
Experience supporting multi-tiered applications
Previous experience supporting a call center population and/or providing desk side support desirable
Technical degree or certificates in computer hardware and network fields preferred or equivalent work experience
Additional Information/Conditions:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is not exposed to weather conditions.
The noise level in the work environment is usually moderate.
Ability to stay in a stationary position sitting or standing for long periods of time.
Ability to use a standard computer keyboard and 10-key numeric keypad.
Ability to hear and communicate with others verbally and/or via software applications to exchange information.
Ability to lift and carry up to 50 lbs.
ENGIE
Houston, TX
ENGIE North America offers a range of capabilities in the United States and Canada to help customers decarbonize, decentralize, and digitalize their operations. These include comprehensive services to help customers run their facilities more efficiently and optimize energy and other resource use and expense; clean power generation; energy storage; and retail energy supply that includes renewable, demand response, and on-bill financing options. Nearly 100 percent of the company’s power generation portfolio is low carbon or renewable. In 2018, ENGIE recorded €60.6 billion in global revenues ($71.3 billion USD). More than 6,000 employees work in the region, and Houston serves as corporate headquarters. About the businesses:
Retail Electricity
ENGIE is one of the largest non-residential retail electricity suppliers in the United States and currently serves commercial, industrial, and institutional customers in 14 markets. Supplying energy to nearly 50 percent of Fortune 100 companies, ENGIE serves over 89,000 accounts, with an estimated peak load totaling nearly 13,000 MW. The company also offers electricity service to residential and small business customers in 12 U.S. markets under the brand Think Energy®.
Energy Services
Through the integrated facility management and commitment to energy performance improvement of customer facilities, ENGIE offers integrated management solutions—including on-site solar, battery and cogeneration design and installation—that enable clients to focus on their business. The company is a recognized leader in the operation and maintenance of infrastructure including airports, office buildings and industrial sites, as well as a wide range of technical infrastructure. In managing energy expenses and usage, ENGIE has identified more than $4.1 billion in savings for multi-site clients over the last three years and, in working with utilities, delivered nearly $15.4 billion in energy savings for consumers in the last 12 years.
Power Generation
In the United States and Canada, ENGIE owns and/or operates cogeneration, steam, and chilled water facilities, including more than 1,000 MW in the portfolio produced by combined heat and power (CHP) units located within commercial or industrial facilities and using waste heat from an onsite generation system to provide for heating and chilling needs. The North America renewables portfolio consists of wind, solar, and biomass/biogas assets, with a capacity of more than 1,200 MW in operation and another 2,300 MW under construction.
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IndustryEnergy/Utilities
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No. of Employees6000+
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Website
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Jobs Posted191
