Support Administrator, Service Desk

Invenergy drives innovation in energy. Powered by decades of entrepreneurial experience and unparalleled execution, we solve the energy challenges facing our customers and communities. We provide power generation and storage solutions at scale around the world to create a cleaner energy future. We develop. We build. We own. We operate. We are Invenergy.

Job Description Summary

In your role as Support Administrator, Service Desk you will be working in a Microsoft Windows-based environment, with a focus on our ICC (Invenergy Control Center) and our OT (operational technology) environments. You will be a member of the Service Desk and the final point of escalation in the incident support process, receiving escalations from technicians for our issues with our control room, sites and OT environment. You will provide customer service-focused technical and troubleshooting assistance to employees across the organization. You will own resolution of break/fix issues, which may require you to work closely with peers on our Server, Network, Business Applications and Desktop Engineering teams. As a senior SD technician, you will help lead the efforts of SD technicians and direct the efforts of coworkers. You will help mentor and coach the team on technology as well as producing documentation for the team to follow.

Responsibilities

• Adhere to the company’s values and behaviors
• Serve as the final point of escalation for the service desk to own and resolve all incident and support requests
• Own the resolution of all ICC/Sites/OT tickets on the service desk, in some cases overseeing issues performed by junior teammates
• Act as a leader of junior members on the team, coaching and providing direction
• Actively monitor and manage your tickets in our case management tool. 
• Drive all of your tickets to closure. If you don’t have the access or knowledge of how to resolve something, work closely with colleagues to either get the access or get the problem resolved. Track, route and redirect issues to the correct resources when unable to action the problem.
• Follow up with customers on open support cases, provide feedback and see problems through to resolution
• Work closely with our control room, compliance and security teams
• Research problems and identify trends to strategically address IT needs
• Participate in the IT Change Management process
• Collaborate with organization counterparts and department team members
• Participate in job-specific training and grow your knowledge of IT best practices, new procedures, products and services
• Perform other duties as assigned

Required Skills

• Minimum Education: Associate’s Degree in an information technology or related field, or demonstrated comparable experience
• Preferred Education: Bachelor’s Degree in an information technology related field
• Technology certifications preferred, not required
• Minimum of 5 years experience providing Service Desk support to employees in a corporate environment
• Experience installing, configuring, administration and maintenance of corporate desktop work environments, including desktop, phone, MS Windows and desktop peripherals
• Experience with Windows PCs, Android, and iOS mobile devices
• Experience with controlled/regulated networks and devices. Preferably OT environments
• Preference given to candidates with the following application support experience; Workday, Oracle ERP, Sharepoint, Microsoft Teams, Office 365, Citrix VDI, and Dynamics 365, Intune
• Occasionally travel to perform onsite support

Competencies

• Strong analytical skills
• Strong organizational and planning skills
• Works well both alone or in a team setting
• Excellent English written and verbal communication skills
• Excellent customer service skills

About the Infrastructure

Technology at Invenergy consists of a modern, cutting edge IT environment running the Microsoft stack and utilizing best of breed hardware and software solutions. The core infrastructure utilizes virtual server technology supporting 500 on-premise and cloud-based hosts and 200 on-premise physical hosts. Core switching and routing is with industry best equipment and connected via a hybrid of enterprise MPLS, site-to-site VPNs, and private circuits. We utilize some of the most advanced cyber security tools and approaches available to help keep our environment safe and protected. We employ SaaS solutions for rapid solution delivery and virtual desktop infrastructure to support 24/7 operations requirements. As we continue to grow, we continue to strategically look for innovative ways to enhance Invenergy’s IT solutions.

Eligible for medical, dental, vision, 401(k), bonus, paid time off, etc.

Invenergy LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.