Help Desk Analyst II

Responsibilities

• Ability to work independently
• Respond to internal customers reporting problems and resolve technical issues
• Deliver assistance with a customer service mindset, providing effective solutions
• Coordinate with users to assess computing needs and order hardware as appropriate
• Prioritize requests based on severity and business urgency
• Conduct root cause analysis and implement preventive measures for lasting resolutions
• Own critical problems with proactive communication and follow-through to resolution
• Maintain accurate contact and alert lists for team and customer communications
• Assist in developing help desk processes and procedures to support the function and team members

Requirements

• Bachelor’s degree in business administration, computer science, information systems or a related field, or an equivalent combination of education and experience
• Minimum three years of experience servicing and supporting personal computers and networks
• Technical degree or certificates in computer hardware and networking, or equivalent work experience
• Excellent interpersonal and written/verbal communication skills
• Strong organizational, prioritization, and time management abilities
• Flexible and proactive with the ability to take initiative
• Excellent customer service and relationship-building skills
• Proven accountability in problem resolution
• Proficiency with Problem Management applications as part of a help desk environment
• Commitment to ongoing professional development through relevant education and training
• Knowledge of WAN connectivity issues
• Product experience with Windows 10/11, Oracle, all Microsoft Office 365 products, remote access, VPN, and basic networking
• Knowledge of standard desktop configuration processes and help desk procedures
• Experience supporting multi-tiered applications
• Previous experience supporting a call center population or providing desk-side support is desirable
• Office setting work five days per week; overtime may be required for after-hours setup and deployment

Technologies

• Windows 10/11
• Oracle
• Microsoft Office 365
• Remote access
• VPN
• Basic networking
• Problem Management applications

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Life insurance
• Employer-paid short-term disability
• Employer-paid long-term disability
• Employee Stock Purchase Plan (ESPP)
• Generous paid time off including wellness days, holidays and leave programs
• 401(k) retirement savings plan with company match
• Supplemental benefits for family well-being and caregiver benefits

Why this matters to us

We are an equal opportunity employer committed to fostering a diverse and inclusive workplace, with reasonable accommodations available upon request for individuals with disabilities.

Why ENGIE

ENGIE North America is leading the zero-carbon transition by developing renewable, efficient energy that is accessible to everyone. We offer meaningful career opportunities and a path that aligns with individual goals.

Join us

ENGIE is an equal opportunity employer dedicated to an inclusive work environment. All qualified applicants will receive consideration without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other protected status.