Help Desk Analyst II

Engie • Houston, TX

2d

About The Position

This is a CONTRACT POSITION. Your employment will be held by a third-party company of ENGIE’s choosing. Any offered contract role will not constitute an offer for nor guarantee of future employment with ENGIE. Duration: 6 months Compensation: Pay Rate: $32.00 Location: Houston What You Can Expect Provide technical assistance to ENGIE NA’s computer users regarding computing problems in an office environment. (i.e. password resets, hardware issues, application/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. Responding to internal customers calling to report problems and resolving technical problems Utilize a customer service attitude and approach to providing assistance and solutions Coordinate with users to determine computing needs and order hardware as appropriate Prioritization of requests based on severity and commercial prioritization. Managing root cause analysis and preventive measures to ensure effective problem resolution Assuming ownership for critical problems with proactive communication and follow through to completion Maintaining accurate contact and alert lists for team and customer communications Assist in the development of help desk process and procedures for the support of help desk functions and team members What You’ll Bring Bachelor’s degree in business administration, computer science, information systems or a related field or equivalent combination of education and experience 3+ years of experience servicing/supporting personal computers and networks Technical degree or certificates in computer hardware and network fields or equivalent work experience Knowledge of WAN connectivity issues Specific product experience required with the following: Windows10/11, Oracle, all Microsoft Office 365 products, remote access, VPN, basic networking Knowledge of standard desktop configuration processes, help desk standard processes Experience supporting multi-tiered applications Previous experience supporting a call center population and/or providing desk side support desirable Why ENGIE? ENGIE North America isn’t just participating in the Zero-Carbon Transition, we’re leading it! Join us as we develop energy that is renewable, efficient, and accessible to everyone. At ENGIE, every talent has a role to play in the adventure of the century. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are. Join us and be part of the adventure! ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an inclusive workplace for all employees. We are committed to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. If you need assistance with this application or a reasonable accommodation due to a disability, you may contact us at [email protected]. This email address is reserved for individuals with disabilities in need of assistance and is not a means of inquiry regarding positions or application status. We are unable to sponsor or take over sponsorship of an employment visa for this role at any time. The safety of our employees is our number one priority. All employees at ENGIE have both a duty and the authority to STOP WORK if unsafe acts are observed.

Requirements

• Bachelor’s degree in business administration, computer science, information systems or a related field or equivalent combination of education and experience
• 3+ years of experience servicing/supporting personal computers and networks
• Technical degree or certificates in computer hardware and network fields or equivalent work experience
• Knowledge of WAN connectivity issues
• Specific product experience required with the following: Windows10/11, Oracle, all Microsoft Office 365 products, remote access, VPN, basic networking
• Knowledge of standard desktop configuration processes, help desk standard processes
• Experience supporting multi-tiered applications

Nice To Haves

• Previous experience supporting a call center population and/or providing desk side support desirable

Responsibilities

• Provide technical assistance to ENGIE NA’s computer users regarding computing problems in an office environment. (i.e. password resets, hardware issues, application/laptop/desktop problems)
• Imaging laptops
• Migrating users
• Hardware deployments
• Working in a cross domain environment and multi-system support
• Responding to internal customers calling to report problems and resolving technical problems
• Utilize a customer service attitude and approach to providing assistance and solutions
• Coordinate with users to determine computing needs and order hardware as appropriate
• Prioritization of requests based on severity and commercial prioritization.
• Managing root cause analysis and preventive measures to ensure effective problem resolution
• Assuming ownership for critical problems with proactive communication and follow through to completion
• Maintaining accurate contact and alert lists for team and customer communications
• Assist in the development of help desk process and procedures for the support of help desk functions and team members

What This Job Offers

• Career Level: Mid Level