Analyst, Digital Workplace Services

AES US•Louisville, CO

2d•Hybrid

About The Position

The AES Corporation (NYSE: AES), a Fortune 500 company, is a global leader in the energy revolution, operating in 14 countries. Recognized as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022 and certified as a Great Place to Work, AES is committed to innovation and collaboration. The company is ranked #1 globally in renewable energy sales to corporations, with $12.7B in revenues in 2023, providing electricity to 25 million customers worldwide. AES is dedicated to achieving net-zero goals by 2050, offering innovative solutions like 24/7 carbon-free energy. The IT Analyst I role serves as a single point of contact for end-users, providing support and maintenance for the organization’s end-user computing environment. This involves installing, diagnosing, repairing, maintaining, and upgrading end-user devices and equipment to ensure optimal workstation performance. The analyst will troubleshoot issues in person, remotely, by phone, or via chat, and provide necessary end-user assistance.

Requirements

Understanding of current protocols, operating systems, and standards.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Strong written and oral communication skills.
Ability to clearly communicate ideas in user-friendly language.
Analytical and problem-solving abilities.
Self-motivated, with the ability to optimally prioritize and complete tasks in a high-pressure environment.
Team-oriented, collaborative.
Strong customer-service orientation.

Nice To Haves

College degree
Prior experience in the job area
Hands-on hardware troubleshooting
Extensive equipment support, including laptops, desktops, mobile devices, and peripherals

Responsibilities

Perform analysis, diagnosis, and resolution of computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Install, configure, test, maintain, monitor, and fix end-user devices and related hardware and software in order to deliver required service levels.
Perform preventative maintenance, including checking and cleaning of end-user devices.
Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
Answer to and perform moves, adds, and changes (MAC) requests as they are submitted.
Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
Record and handle equipment deployed in offices and users at remote locations.
Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
If vital, liaise with third-party support and equipment vendors.
Reinforce SLAs to manage end-user expectations.
Provide suggestions for continual improvement.