Senior Help Desk Analyst

Description

The role supports technical needs across the company's business units and serves as the single point of contact for technical support issues and requests that come in by phone or chat. You will work with all parts of each business unit and at every level of the organization.

The company provides water, waste and energy management services across North America, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Its customers include commercial, industrial, healthcare, higher education and municipal organizations. The company is headquartered in Boston and has more than 10,000 employees at over 350 locations across North America.

Responsibilities

• Respond quickly to every service request and incident arriving by phone, walk-up, chat or the self-service queue, giving each user personal, hands-on attention and aiming to close 80% of issues on first contact.
• Diagnose and fix any problem involving computer hardware, operating systems or approved applications.
• Install software and hardware updates and upgrades in line with the Desktop team's standards.
• Help create and update Support Center documentation in Confluence and ServiceNow when needed.
• Tell the IT Operations Manager about support trends as soon as you spot them.
• Research and test new technology when project work requires it.
• Travel occasionally to offsite locations for projects or emergencies.
• Image laptops and desktops, including local rollouts.
• Set up and troubleshoot iPhones, iPads and Droid devices.
• Support end users of Veolia computers, and set up and maintain computer systems, including hardware, application and operating system software and databases.
• Resolve complex user problems using documented procedures and available tools.
• Build lasting trust with users by delivering strong technical support.
• Respond to every help desk call and email, and keep customers updated on the progress of their issues.
• Log every customer question and problem and track each one until it is resolved.
• Work overtime and take part in a monthly on-call rotation.

Requirements

• An Associate's or Bachelor's degree with at least 2 years of related experience, or 5 years of related experience, or an equivalent mix of education and experience.
• Deep knowledge of Windows 10/11 and older Windows operating systems.
• Advanced knowledge of Microsoft products, including Office, Outlook, SharePoint and Teams.
• Solid working knowledge of Google Workspace apps, including Gmail, Drive and Sheets.
• Advanced experience with Windows Active Directory, including creating and modifying accounts, resetting passwords, unlocking accounts and managing share permissions.
• Working knowledge of iPhone, iPad and Android devices, including email setup and MDM enrollment.
• Solid working knowledge of LAN and WAN network topology.
• Experience with advanced help desk tools and methods, such as remote assistance, ServiceNow or another ticket system, Dameware, SCCM and PC imaging.
• Strong verbal and written communication skills, with the ability to work effectively with people at all levels and build positive relationships with internal and external customers.
• Willingness to push for change that improves customer satisfaction.
• A positive attitude and a strong team player.
• Initiative, assertiveness and a commitment to excellence and customer service.
• A proven record of good attendance.
• Ability to set priorities and complete tasks in a results-driven environment.
• Detailed, hands-on knowledge of computer hardware, applications and network technologies, with the ability to learn new technology quickly and apply it well.
• Strong customer service skills.
• Excellent telephone and email etiquette, and exceptional interpersonal skills.
• Strong problem-solving and decision-making skills for complex issues at the highest technical level, taking initiative to solve problems.
• Ability to organize work efficiently and handle several projects or responsibilities at once.
• Ability to coordinate operations in line with other IT functions.
• Works well under stress and time pressure to meet deadlines.
• Works with minimal direct supervision.
• Ability to lift 80 lbs. with assistance or 40 lbs. unassisted.
• Ability to sit at a desk using a computer, keyboard and mouse for extended periods, about 97% of the shift, while also answering phone calls.
• A reliable internet connection is required for remote work.
• A quiet environment is required for remote call center work.

Conditions

Benefits include paid time off, health, dental and vision insurance, life insurance, savings accounts, tuition reimbursement and paid volunteering, along with a 401(k) plan sponsored by the employer.

Salary, other compensation and benefits information is accurate as of the posting date, and the company may change it at any time, subject to applicable law.

Equal opportunity applies to all candidates.

Benefits

• Paid time off, health, dental and vision insurance, life insurance, savings accounts, tuition reimbursement and paid volunteering.
• An employer-sponsored 401(k) plan for retirement saving.