Help Desk Analyst II

What You Can Expect

Primary purpose is to 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.

• Ability to work independently
• Responding to internal customers calling to report problems and resolving technical problems
• Utilize a customer service attitude and approach to providing assistance and solutions
• Coordinate 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
• Assist 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
• Minimum three years of experience servicing/supporting personal computers and networks
• Technical degree or certificates in computer hardware and network fields or equivalent work experience
• Excellent interpersonal/communication skills, both written and verbal.
• Good organizational, prioritizing, and time management skills.
• Flexible and able to take initiative.
• Excellent customer service and relationship skills
• Proven accountability of problem resolution
• Proficiency with Problem Management application(s) as part of a helpdesk
• Ability to maintain professional competency by participating in relevant continuing education and training programs
• 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
• Work in an office setting 5 days per week.
• May include overtime with after hours support including setup and deployment.

Additional Details

• This role requires attendance at a worksite on a daily basis;
• Must be willing and able to comply with all ENGIE ethics and safety policies;

Compensation

Salary Range: $27.40/hr. - $42.00/hr. USD

This represents the average expected pay range for a qualified candidate.

ENGIE complies with all federal, state, and local minimum wage laws. Actual salary offered may vary depending on geography, experience, education, internal pay alignment, or other bona fide factors.

In addition to base pay, this position is eligible for a competitive bonus plan.

Your Talent Acquisition Partner can share more specific information regarding the benefits or the salary for the position based on the work location.

At ENGIE, we take your well-being seriously. Our comprehensive benefits package includes options for medical, dental, vision, life insurance, employer-paid short-term and long-term disability insurance, ESPP, generous paid time off including wellness days, holidays and leave programs. We also help you plan for retirement by offering a 401(k) Retirement Savings Plan with a company match. But that's not all - we're dedicated to the health and happiness of your entire family, offering supplemental benefits for full time employees that enhance emotional and physical well-being through all stages of life from family forming to caregiver benefits. Explore our benefits package to see how we can support you. Learn more .

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.

At ENGIE, every talent has a role to play in the adventure of the century. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.

Join us and be part of the adventure!

ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an inclusive workplace for all employees. 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.

If you need assistance with this application or a reasonable accommodation due to a disability, you may contact us at [email protected]. This email address is reserved for individuals with disabilities in need of assistance and is not a means of inquiry regarding positions or application status.

We are unable to sponsor or take over sponsorship of an employment visa for this role at any time.

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.

Business Unit: GBS

Division: GBS BS - IT

Legal Entity: ENGIE North America Inc.

Company Name: ENGIE North America