Help Desk Analyst

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
• Cook 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
• Aid 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.

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.

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.