Support Analyst I, IT Service Desk

| Chicago, IL, USA
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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

As an Support Technician, Service Desk you will provide technical and troubleshooting assistance to employees across the organization, as well as escalate and assist, in complex incidents and projects with advanced-level IT systems teams. We are looking for an energetic, outgoing, customer service oriented Helpdesk specialist to provide technical support to users both efficiently and responsibly. You will be on Invenergy’s IT front line solving end user technical challenges and providing support for all assigned technical areas for 1000 employees in 40+ locations around the world. The goal is to make sure that customer service is maintained to the standards required while providing technical solutions to business problems.

Responsibilities

  • Adhere to the company’s values and behaviors.
  • Actively monitor and manage the helpdesk request queue.
  • Provide competent, service-oriented support to end users as primary point of contact for company helpdesk.
  • Provide first level contact and convey resolutions to customer issues.
  • Walk customers through problem solving process.
  • Follow up with customers, provide feedback and see problems through to resolution.
  • Provide PC, MS Windows and other client software installations.
  • Provide networking and systems triage.
  • Perform light administration tasks.
  • Work with project, network, and system teams to ensure user-friendly solutions and services are delivered.
  • Researches problems and identifies trends.
  • Escalate tickets to appropriate group as needed.
  • Track, route and redirect issues to the correct resources.
  • Plan and participate in appropriate change management and training activities.
  • Collaborate with organization counterparts and department team members.
  • Perform other duties as assigned.
  • Preserve and grow your knowledge of help desk procedures, products and services.

*Responsibilities may require shift schedule responsibilities between the hours of 7AM-6PM CST.

Required Skills

  • Minimum Education: Associate’s Degree in an information technology related field
  • Preferred Education: Bachelor’s Degree in an information technology related field
  • 1-3 years related work experience in a helpdesk or related capacity
  • Knowledge of computing and computer systems, hardware, software and peripheral equipment
  • Knowledge of computer security systems, procedures, techniques and applications
  • Hands on and remote helpdesk experience
  • A+, MCP, or similar Certification desired
  • Experience with Windows PCs AND Android and iOS mobile devices
  • Eligible to work in the United States without the need for employer visa sponsorship now or in the future.

Competencies:

  • Facilitation and change management skills
  • 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 primarily running the Microsoft stack but always utilizing best of breed hardware and software solutions. The core infrastructure utilizes virtual server technology supporting over 500 on-premise and cloud-based hosts and over 200 on-premise, physical hosts located in 40 data centers around the world. 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 are utilizing 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 new solutions to enhance Invenergy’s IT solutions.

Benefits

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • ASP.NETFrameworks
    • KubernetesFrameworks
    • SparkFrameworks
    • AzureFrameworks
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Microsoft AzureServices
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • Microsoft Power BIAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SolidWorksDesign
    • Adobe InDesignDesign
    • AsanaManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • Microsoft One DriveManagement
    • Microsoft TeamsManagement
    • Amazon DevOpsManagement
    • WordpressCMS
    • CraftCMSCMS
    • DocuSignCRM
    • Microsoft DynamicsCRM
    • BorealisCRM
    • MailChimpEmail
    • JungleMailEmail
    • Microsoft ExchangeEmail

Location

Situated at Wacker and Madison in the west loop we are located near numerous bars and restaurants and are within easy access to CTA and Metra transportation hubs.

What are Invenergy Perks + Benefits

Invenergy Benefits Overview

Invenergy's benefits package helps protect and improve the lives of our employees and their families. They also enhance everyday wellbeing and encourage our employees to prepare for present and future needs.

Culture
Volunteer in local community
Invenergy participates in various local activities and supports numerous local organizations through partnerships with our affinity groups. We also provide eight hours of volunteer time off per year.
Partners with nonprofits
We invest in mission-driven organizations & causes dedicated to communities we live and work in such as Chicago Urban League, Greater Chicago Food Depository, Hunger Free Colorado.
Open door policy
Pair programming
Open office floor plan
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Unconscious bias training is woven into our annual DEI training.
Diversity manifesto
Diversity employee resource groups
Black & Brown @ Invenergy, Invenergy +, The New Energy Workers Network, The Invenergy Sustainability Network, The Unidos Network, The Invenergy Veterans Network, and The Invenergy Women’s Network.
Hiring practices that promote diversity
Invenergy is an equal opportunity employer and values diversity in our workforce and recognizes the importance of cultivating an environment of equity and inclusion.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Invenergy's FSA accounts enables employees to save on their health care and dependent care expenses on a pre-tax basis up to the federally allowed maximum.
Disability insurance
Invenergy has employer paid Long Term and Short Term Disability Insurance with a benefit that is 60% of an employee's covered earnings.
Dental insurance
The Invenergy Dental plan provides coverage for preventive, basic, and major services, including 100% coverage of the cost of preventative care, including x-rays.
Vision insurance
Invenergy's Vision plan gives you access to a national network of both independent providers along with the nation’s most respected optical retail brands.
Health insurance
Invenergy offers three different health insurance plans to meet you and your families' needs. Preventive Care is always covered at 100% and is not subject to the deductible.
Life insurance
Invenergy provides employees with company paid Basic Life insurance benefits equal to 1.5x base annual salary up to a maximum of $300,000. An equal amount of AD&D insurance is also provided.
Pet insurance
Invenergy's pet insurance employee benefit reimburses up to 70% of veterinary services, such as x-rays, blood tests, hospitalization and surgeries.
Wellness programs
Medical plan enrollees have access to Well onTarget, a wellness benefit provided through BCBSIL.
Mental health benefits
Invenergy employees and their household members have access to CompPsych to help with the everyday challenges of life that may affect your health and family life.
Financial & Retirement
401(K)
Invenergy's 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from. Features include traditional pre-tax and Roth post-tax savings accounts.
401(K) matching
Invenergy's 401(k) retirement plan match is equal to 50% of employee 401(k) deferrals, not to exceed 3% of qualified compensation. There is no delay to the start of matching contributions.
Performance bonus
Many of Invenergy's positions have annual performance bonus targets. Specifics vary by position.
Child Care & Parental Leave
Generous parental leave
Invenergy offers eight weeks of paid maternity leave and four weeks of paid paternity leave.
Family medical leave
Invenergy offers employees up to 12 weeks of unpaid leave per year for certain family and medical reasons for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation + Time Off
Generous PTO
Invenergy's PTO policy is 21 days per calendar year for all regular, full-time employees and 26 days per calendar year for employees with five or more years of service.
Paid volunteer time
Invenergy's Volunteer Time Off Policy of eight hours per year is designed to encourage and expand our public service, outreach, and exposure to the communities where we develop, operate and work
Paid holidays
Paid sick days
Paid sick days are included in an employee's PTO bank.
Office Perks
Commuter benefits
Invenergy pre-tax commuter benefits allows you to pay for part or all of your work-related transportation costs on a pre-tax basis, subject to IRS limits and legislation.
Company-sponsored outings
Invenergy has periodic team outings as well as company-wide annual holiday parties and other events.
Company-sponsored happy hours
Monthly E-Talks with beverages and snacks served.
Onsite office parking
Discounted parking available near the office.
Professional Development
Job training & conferences
Invenergy recognizes its most important resource are its employees. To encourage the professional development of Invenergy employees, guidelines have been established to support employee development.
Lunch and learns
Various groups and committees with host lunch and learns.
Promote from within
Mentorship program
Invenergy has a mentorship program matching mentees with mentors in areas they are interested in.
Online course subscriptions available

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