Support Analyst II, IT Service Desk

Invenergy•Chicago, IL

About The Position

As an IT Support Analyst, you will provide technical and troubleshooting assistance to employees across the organization, as well as escalate and assist in complex incidents and projects with advanced-level IT systems teams. The role seeks an energetic, outgoing, customer service-oriented Helpdesk specialist to provide technical support to users efficiently and responsibly. You will be on Invenergy’s IT front line, solving end-user technical challenges and providing support for all assigned technical areas for 2,700 employees in 40+ locations around the world. The primary goal is to ensure customer service is maintained to required standards while delivering technical solutions to business problems.

Requirements

2+ years of relevant experience in a helpdesk or related capacity.
Knowledge of computing and computer systems, hardware, software, computer security systems, procedures, techniques and applications.
Hands-on and remote helpdesk experience.
Experience with Windows PCs AND Android and iOS mobile devices.

Nice To Haves

Bachelor’s Degree in an information technology related field.
Certifications such as A+, MCP, or similar.

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 primary point of contact for company helpdesk.
Provide first level contact and convey resolutions to customer issues.
Walk customers through problem solving process.
Follow up with customers, provide feedback and see problems through to 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-friendly solutions and services are delivered.
Research 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 management and training activities.
Collaborate with organization counterparts and department team members.
Perform other duties as assigned.
Preserve and grow your knowledge of help desk procedures, products and services.
Responsibilities may require shift schedule responsibilities between the hours of 7AM-6PM CST.