Help Desk Analyst II

Engie • Houston, TX

19h • Onsite

About The Position

The primary purpose of this role is to provide technical assistance to ENGIE NA’s computer users regarding computing problems in an office environment. This includes tasks such as password resets, hardware issues, and resolving problems with applications, laptops, and desktops. Additional responsibilities include imaging laptops, migrating users, hardware deployments, working in a cross-domain environment, and multi-system support. The role requires the ability to work independently, respond to internal customers reporting problems, and resolve technical issues with a customer service attitude. Responsibilities also include coordinating with users to determine computing needs and ordering hardware, prioritizing requests based on severity and commercial impact, managing root cause analysis and preventive measures, assuming ownership for critical problems with proactive communication, and maintaining accurate contact and alert lists. The role also assists in the development of help desk processes and procedures.

Requirements

• Bachelor’s degree in business administration, computer science, information systems or a related field or equivalent combination of education and experience.
• Minimum three years of experience servicing/supporting personal computers and networks.
• Excellent interpersonal/communication skills, both written and verbal.
• Good organizational, prioritizing, and time management skills.
• Flexible and able to take initiative.
• Excellent customer service and relationship skills.
• Proven accountability of problem resolution.
• Proficiency with Problem Management application(s) as part of a helpdesk.
• Ability to maintain professional competency by participating in relevant continuing education and training programs.
• Knowledge of WAN connectivity issues.
• Specific product experience required with the following: Windows 10/11, 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.
• Must be willing and able to comply with all ENGIE ethics and safety policies.

Nice To Haves

• Technical degree or certificates in computer hardware and network fields or equivalent work experience.
• Previous experience supporting a call center population and/or providing desk side support desirable.

Responsibilities

• Provide technical assistance to computer users regarding computing problems.
• Perform password resets, troubleshoot hardware issues, and resolve application/laptop/desktop problems.
• Image laptops, migrate users, and deploy hardware.
• Work in a cross-domain environment and provide multi-system support.
• Respond to internal customers reporting problems and resolve technical issues.
• Utilize a customer service attitude and approach to providing assistance and solutions.
• Coordinate with users to determine computing needs and order hardware as appropriate.
• Prioritize requests based on severity and commercial prioritization.
• Manage root cause analysis and preventive measures for effective problem resolution.
• Assume ownership for critical problems with proactive communication and follow-through.
• Maintain accurate contact and alert lists for team and customer communications.
• Assist in the development of help desk process and procedures.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Employer-paid short-term and long-term disability insurance
• ESPP (Employee Stock Purchase Plan)
• Generous paid time off
• Wellness days
• Holidays
• Leave programs
• 401(k) Retirement Savings Plan with a company match
• Supplemental benefits for full-time employees that enhance emotional and physical well-being through all stages of life from family forming to caregiver benefits.
• Competitive bonus plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level