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IT Senior Service Desk Analyst (US) job in Houston at Just Energy

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IT Senior Service Desk Analyst (US) at Just Energy

IT Senior Service Desk Analyst (US)

Just Energy Houston, TX Full Time
Position: IT Service Desk Analyst/Sr. IT Service Desk Analyst
Location: Houston, TX
Who We Are
Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, Tara Energy, and terrapass.
Energy, Opportunity, and Growth are core to your way of being and are essential to succeed with us.
Energy - Energy is at the core of everything we do. Whether it's our products or our enthusiasm to excel, we are driven by a firm sense of action to achieve exceptional results, underscored by a distinct family and community spirit.
Opportunity - Just Energy is synonymous with opportunity. Our dynamic and diverse group of companies offers unparalleled opportunities to contribute to our corporate success with a host of initiatives, projects, and resources designed to promote personal and professional development and growth.
Growth - Take your career to the next level with a leading North American energy company poised to lead the retail and green energy industry well into the twenty-first century. Just Energy's range of premier training programs support employee learning and development - a cornerstone of our growth and success.
The Senior Service Desk Analyst is a Level Two IT position responsible for ensuring that all end user IT computing including telephony incidents and IT service requests issued by Just Energy end users are completed within the agreed to SLA terms. The role is the primary support function in the Incident Management process by taking callsemailsweb incidents and driving them to resolution andor escalation.
  • Provide Level 2 Help Desk support for global customer. Troubleshoots all incidents that come into the IT Service Desk. Triage/troubleshooting respective hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required.
  • Installs, assembles and configures telephony or computer peripherals such as printers, scanners and related hardware.
  • Makes hardware and software acquisition recommendations, including helping users assess requirements and providing justification for equipment and services.
  • Conducts moves, adds and changes within the respective end user computer and telephony systems.
  • Follows documented operational procedures for the production operation of all monitored systems and software, including network, telephony and server services.
  • Promptly creates and documents all incident tickets for all reports of information system problems including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections.
  • May initiate the problem management process through escalation.
  • Resets fixed passwords, reinstalls virtual private network (VPN) software, and otherwise reinitializes user access control mechanisms, after the involved user has adequately authenticated his or her identity.
  • Manage and prioritize outstanding service issues and provide communications on progress.
  • Responsible for Help Desk tools & systems - machine imaging, problem reporting system, inventory system.
  • Cloud Service administration and support %26ndash; Salesforce, etc.
  • Anti-Virus and Anti-Malware administration and response.
  • Wireless network support.
  • Mobile device administration and support %26ndash; iPhone, android, hot spot devices.
  • Will work from the office daily.
  • Solid understanding of the ITIL framework.
  • Demonstrated experience operating and troubleshooting in a Microsoft environment. Windows 7/10 and Office 365. Support experience of Office 365, OneDrive, Teams
  • Working knowledge of Active Directory User and Computers and Microsoft Exchange.
  • Knowledge of installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
  • Instructing users on new and upgraded computer applications and hardware.
  • Support of VDI (Virtual Desktop Infrastructure) and/or Citrix an asset.
  • Ability to work in high pressure environments following standard operating procedures and policies.
  • Creative problem solver.
  • Excellent customer service and organizational skills to support executives, department heads, supervisors, administrative personnel, engineers and staff. Ability to explain technical concepts and procedures to non-technical users.
  • Strong time management skills.
  • Strong communication and interpersonal skills.
  • Strong Documentation skills.
  • Must be able to work during pre-arranged shifts.
  • Ability to lift 30 pounds.
Minimum Experience Required:
  • Some knowledge of phone configuration.
  • General computer installation, maintenance and repair experience.
  • Bachelor%26rsquo;s degree or an equivalent combination of education and experience enough to successfully perform the essential duties of the job listed above.
  • 2+ years%26rsquo; experience working with Office 365.
  • 3+ years%26rsquo; experience as a Service Desk Analyst.
  • Experience using PowerShell.
Just Energy offers a robust benefits plan for staff members, as well as Employee Assistance Programs that offer a wealth of tools and resources to enrich the employee experience. The company also provides a number of cost-free, self-development courses for those that wish to build on their skills and competencies. In addition, a variety of awards offer another opportunity to recognize and reward employees.
We offer:
  • Competitive compensation
  • 401K with Company matching opportunity
  • Personal development resource
  • Health and wellbeing tools and resources and more

Recommended Skills

  • Service Desk
  • Installations (Computer Systems)
  • Help Desk
  • Time Management
  • Problem Management
  • Incident Management
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