Service Desk Technician 2

About NAES

At NAES, you’ll find engaging and challenging career opportunities in the power generation, renewable energy and industrial construction industry. At every level of the company, we share a common goal: To instill confidence in our clients through our steadfast commitment to safety, integrity and quality of work.

NAES is largest independent operator of power facilities in the industry, operating more than 190 power plants throughout the United States, Canada, Mexico and the UK that span all technologies and provide over 49 GW of capacity. With the strength of 4000 people, our growing family of companies now addresses the entire life cycle of power generation and other industrial plants.

Opportunity Summary

The Service Desk Technician II provides technical software, hardware and network problem resolution to all NAES computer users and remote sites by performing question/problem diagnosis and guiding users through step-by step solutions in a call center environment. Clearly communicate technical solutions in a user-friendly, professional manner. Provide one-on-one end-user training as needed. Maintain hardware and software inventory. Working alongside the IT infostructure team with new projects and various software hardware goals to align for One NAES

Primary Duties

• Provide comprehensive first-tier support via phone, internet and email for the efficient resolution of technology problems and requests for NAES end users.
• Take ownership of all customer interactions, ensure appropriate follow-through providing timely feedback to external and internal customers via phone, e-mail, or other forms of communication.
• Log all customer interactions.
• Display a solid knowledge of major desktop software applications and networking concepts, identifying, researching, resolving, and documenting technical issues.
• As needed, answers initial and follow-up phone calls from users who have service and technical support issues.
• Identifying, researching, resolving, and documenting technical issues
• Help maintain hardware and software inventory

Working Relationships

The position this job reports Service Desk Manager Contacts are normally made with others inside and outside of the company, including other departments, customers, immediate associates and own supervisor.

Education and Experience:

• Education- Degree or minimum of 2 to 3 years of experience working in a business environment supporting all departments of the company.
• Licenses/Certification- A+, Microsoft 365 Certified (MD-100/101), and/or Microsoft Office Specialist certification desired

Specific Skills and Knowledge

• Demonstrated experience with M365 products (including Windows 10 & 11) and Microsoft Office suite.
• Excellent written and oral communication/time management skills, flexibility, and the ability to multi-task preferred.
• Possess a positive service-oriented attitude and is able to maintain a professional demeanor in often difficult circumstances.
• Takes ownership on all issues through resolution, delegating or escalating if necessary or when beyond skill level.
• Must possess and apply knowledge of setup and configuration of desktops/laptops using Microsoft 365 products
• Must have proven experience in troubleshooting hardware and software configurations.
• Require effective analytical, consultative and problem-solving skills with the ability to train others on technical material, including software applications and hardware.
• Must understand the systems development process and have a solid understanding of the business process.

It is desirable, but not required to have exposure to the following:

• Computer hardware trends
• Networking basics (including TCP/IP, patch panels, subnets, and VPNs)
• Printer troubleshooting
• Active Directory
• Group Policy
• Office 365 administration
• Azure administration
• Basic Windows server functions

Physical Requirements and Working Conditions

Normal works hours are 8:00a.m. to 5:00p.m. Monday through Friday. Additional time may be required during heavy workloads or to meet deadlines.

Physical Requirements: Ability to sit for long periods of time, ability to communicate verbally, and in writing, and ability to handle long periods of screen time.

NAES Safe

Safety is a core value of NAES and as a condition of employment, all employees are expected to be mentally alert and work safely at all times. Additionally, employees are required to adhere to all safety warnings and posted safety signs whenever on company property. Furthermore, employees must follow all NAES safety rules and procedures. Effectiveness in carrying out this responsibility is part of the evaluation of each employee’s performance.

NAES is committed to a diverse and inclusive workplace. It is the practice of NAES to seek employees of the highest quality and to select individuals on the basis of merit and competence, without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, military status or affiliation protected under USERRA, or any other basis of discrimination prohibited by applicable local, state and federal law.