Desktop Support Specialist

Job description

About ENGIE Services U.S. Inc.: 
ENGIE Services U.S. Inc. (ENGIE Services U.S.) is a national energy company that works with education, local government, commercial, industrial, and institutional organizations to implement efficiency and sustainable energy solutions that save money, enhance safety, improve assets, and protect the environment. As part of ENGIE Services U.S., the number one energy services provider in the world, ENGIE Services U.S. Inc. provides a unique and extensive set of energy and sustainability management services to thousands of customers across the United States. The company has provided more than $2 billion in energy savings for its customers over the past 40 years.

 

PURPOSE

The Desktop Support Specialist provides desk side support, PC hardware/software installations/moves/adds/changes and, in times of high call volume, also provides front-line telephone support for associates or affiliates.  The Desktop Support Specialist is also responsible for calls concerning all technology-related issues, including but not limited to personal computer hardware and peripherals, telephones, standard and supported applications and connectivity to remote systems.  Additional responsibilities include systems administration, project management and creating formal documentation of new solutions for the team.  The function is typically performed during normal business hours and/or requires after hours’ support.

REPORTS TO

IT Manager

VACANCY STATUS

Local Candidates Only

POSITION TYPE

Full-Time

FLSA STATUS

Exempt

 

ESSENTIAL JOB FUNCTIONS

·  Identifies/uses and develops methods, techniques and uses basic diagnostic tools to troubleshoot, diagnose and resolve moderately complex pc/lan related hardware, software, operating systems, and network problems
·  Analyzes client needs and reviews technical alternatives to determine impact on the client and systems environment
·  Completes routine work orders and move/add/change requests with minimal guidance, including patches, upgrades, software deployments, installations, repairs, and preventive maintenance on desktop hardware and related systems and completes related documentation
·  Strategizes and implements Training Documentation and Policies
·  Provides ongoing trainings and technical assistance to users at the desktop level, and strategizes on complex questions to create a more efficient process for all users
·  Documents PC/LAN design and configuration concepts, ongoing expert for future knowledge sharing
·  Assists in testing, implementing, maintaining and controlling PC/LAN systems
·  Understands BCP, quality, security and compliance requirements for supported areas, and strategizes additions and changes for risk to the environment
·  Participates in ongoing testing and updating of the business continuation plan
·  Troubleshoot Office365 applications, Skype for Business, Video Conference setup/install
·  Work with users to define business requirements and create proposed solutions
·  Develop and analyze software solutions for departments that utilize existing and new technologies, programming techniques, and methods
·  Designing and evaluating project plans and tracks complex projects successfully to completion through all project phases for enhancing existing applications and development of new applications
·  Coordinate and manage expectations with all IT activities with assigned regional users, provides reporting, presentations and trainings as needed.  Interact with others regarding scheduling, requirements, design specifications, and other matters as required
·  Develop methods for performing operational needs analysis and conducts analysis appropriate to the department’s specific needs. Analyzes workflow and/or organizational structure and recommends improvements to systems or structures to increase productivity and efficiency
·  Provides all IT assistance and ongoing policy trainings to all Overland Park users
·  Serve as technical expert as appropriate
·  Other tasks as assigned by Manager

REQUIREMENTS

·  Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations
·  Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
·  Ability to project plan and think creativly through system issues and workflows
·  Ability to define problems, collect data, establish facts, and draw valid conclusions
·  Proficient in Microsoft Office365
·  Experience in both Mac and PC hardware, IDevices, telephony system
·  Experience with backup systems; network/workstation peripherals; print servers; firewalls, spam & antivirus hardware/software, replacing hard drives, hardware drivers, etc.

ESSENTIAL PHYSICAL ABILITIES

·  Ability to Travel  10% - 30%  of the time
·  Occasionally move about inside the office to access file cabinets, office machinery, etc
·  Able to get from office to off site customers
·  Must be able to carry 50lbs

EDUCATION/EXPERIENCE

Required:

·  1 - 3 years of experience in a Desktop Support role

Preferred:

·  Bachelors’ Degree
·  3 - 5 years of experience

WORKING ENVIRONMENT

·  Normal Office Environment and Field Environment, may be exposed to different weather elements
·  Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
·  Frequently communicates with employees and customers

For this role you must have authorization to work in the United States.  There is no employer sponsorship of U.S. residency or work authorization with this role. Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information or any other legally protected status.

 

The above statements are intended to describe the general nature and level of work being performed by the incumbent. This is not intended to be an exhaustive list of all responsibilities, duties, and skills requires of personnel.

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities of this position, as listed above.