Sr. Help Desk Analyst

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

About the role

The Senior Helpdesk Analyst plays a key role in providing technical support to the Veolia business units. This position acts as a single point of contact for resolution of technical support issues and requests that come in via telephone or chat. This role interfaces with all aspects of each business unit at all levels within the organization.

Responsibilities

• Deliver white-glove IT support by promptly responding to all Service Requests and Incidents across multiple channels — including telephone, walk-ups, chats, and self-service queue — while providing a personalized, high-touch experience with a target of an 80% first-contact closure rate.
• Troubleshoot and resolve issues related to computer hardware, operating systems, and company-approved applications.
• Implement software and hardware updates and upgrades in compliance with the Desktop team.
• Assist in the development and maintenance of Support Center documentation using Confluence and ServiceNow.
• Report any support trends to the IT Operations Manager as they happen.
• Research and test new technology as needed for project work.
• Occasional travel to offsite locations for projects or emergency situations.
• Perform laptop and desktop imaging, including local rollouts.
• Troubleshoot and set up iPhones, iPads, and Android devices.
• Resolve complex end-user problems using documented procedures and available tools.
• Build strong relationships and become a trusted solution provider through diligence and technical support excellence.
• Ensure customer satisfaction by responding to all calls and emails to the Help Desk and providing timely updates on problem resolution.
• Log all customer questions and problems and track issues through to resolution.
• Work overtime and participate in a monthly on-call rotation.

Requirements

• Associate's or Bachelor's degree with a minimum of two (2) years of related experience, OR
• Five (5) years of related experience, OR
• An equivalent combination of education and experience.
• Excellent knowledge of Windows 10/11 and legacy Windows OS.
• Advanced knowledge of Microsoft products including Office, Outlook, SharePoint, Teams, etc.
• Good working knowledge of Google Workspace applications including Gmail, Drive, and Sheets.
• Advanced experience with Windows Active Directory — creating, modifying, password resets, account unlocks, share permissions.
• Working knowledge of iPhone/iPad & Android devices, including email configuration and MDM enrollment.
• Good working knowledge of LAN/WAN network topology.
• Experience with advanced Helpdesk tools and techniques (Remote assistance, ServiceNow or other ticket systems, Dameware, SCCM, PC Imaging).

Skills

• Strong verbal and written communication skills while interacting effectively at all levels within the organization.
• Ability to build and maintain positive relationships with internal and external customers.
• Eagerness and willingness to drive change to improve customer satisfaction.
• Positive attitude and ability to work as a team player.
• Good initiative, assertiveness, and a passion for excellence and customer service.
• Proven good attendance record.
• Ability to effectively prioritize and execute tasks in a results-driven environment.
• Detailed, hands-on knowledge of computer hardware, applications, and network technologies; ability to learn new technologies quickly.
• Strong customer service skills.
• Superior telephone and email etiquette; exceptional interpersonal skills.
• Strong problem-solving skills and inherent decision-making ability in resolving complex issues at the highest technical level.
• Ability to organize work efficiently and handle multiple projects/responsibilities simultaneously.
• Ability to coordinate operations activities in accordance with other information technology functions.
• Works well under stress and time pressures to meet deadlines.
• Works with minimal direct supervision.

Physical Requirements

• Ability to lift 80 lbs. (assisted) or 40 lbs. (unassisted).
• Sitting at a desk and using a computer/keyboard/mouse for extended periods of time (97% of shift) along with answering telephones.
• Reliable internet connection required for remote work.
• Quiet environment required for remote call center work.

Pay

$85,000 to $100,000 per year.

Benefits

• Comprehensive benefits package including paid time off policies.
• Health, dental, vision, and life insurance.
• Savings accounts and tuition reimbursement.
• Paid volunteering opportunities.
• Employer-sponsored 401(k) plan for retirement savings.