Analyst, Service Support - Mdm

Analyst, Service Support – MDM
Brief Description of SunnovaSunnova is a different kind of Power Company, offering solar and storage services to homeowners within the United States and its territories through our network of local solar dealers and solar standard community homebuilders. Our mission is powering energy independenceTM and changing the energy industry. At Sunnova, we believe in achieving more by working together; our diverse workforce allows an inclusive and innovative culture to power our long-term growth. Our people focus on thinking beyond traditional limits – and to do that, we need the creativity and energy of every person. Come be a part of the fastest growing segment of the energy industry! The Analyst, Service Support – MDM Position

Sunnova Energy is searching for an Analyst, Service Support for Mobile Device Management (MDM) to be responsible for ensuring effective computer operations so that end users can accomplish organizational tasks. This role also provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The successful candidate must be a self-starter, able to manage multiple tasks simultaneously, work well under pressure, and own deliverables end to end. Generally, their time will be split between user support and MDM support.

Analyst, Service SupportResponsibilities

• Manages case system requests either in-person or over the phone; maintains timely and accurate help desk request records using ticketing system
• Walks customer through problem-solving process from ticket to completion
• Installs, modifies, and repairs computer hardware and software
• Backstops our Access Control team who creates and manages new user accounts from roughly 100 local and cloud-based systems
• Runs diagnostic programs to resolve problems
• Installs computer peripherals for users
• Monitors licensing utilization and hardware inventory
• Tests pending software updates
• Prepares progress reports for all work performed and maintains time-logging
  for cases
• Reviews scheduled audit tasks
• Responds to threats to Sunnova users like phishing, vishing, malware and other end-user challenges

Minimum Requirements

• Associate Diploma plus additional training in IT support areas
• 6+years’ of progressive IT support role experience
• Successfully delivers superior customer service
• Experience supporting, configuring and trouble-shooting desktops, laptops, and other office peripherals in an office setting; experience configuring and troubleshooting smart phones (iOS, Android)

Preferred Requirements

• Bachelor’s degree in computer science or related field
• Experience with AWS, Identity and Access Management and Microsoft Azure administration
• Proficient using Salesforce.com and other cloud solutions preferred

Additional Value Add Knowledge, Skills and Abilities

• Working knowledge of Windows Servers 2012 Administration with Active Directory (Provisioning, Group Policies, OU, etc.) and Systems Management tools, as well as Azure AD Premium or AWS Active Directory service
• Working knowledge of Microsoft Windows 10/pro/enterprise and Apple OS for iPad/Mac
• Experience with PC imaging, PXE Boot and desktop management including application deployment and driver and .MSI file updates – SCCM and/or MS InTune, End Point Manager and Configuration Manager
• Experience with administering Office 365 – Microsoft Office’s Teams, Exchange, Excel, OneDrive and/or SharePoint
• Demonstrated knowledge of one or all of the following: SQL, Python, PowerShell and/or Selenium script ability
• Strong written, and oral communication skills, has a willingness to “do whatever it takes”, can contribute to a high energy and collaborative team environment; and maintains a high degree of professionalism
• Basic knowledge of VoIP/Cloud telephony systems like RingCentral; able to provide provision and setup new phones through administration of MAC addresses
• Experience utilizing a help desk ticketing system to record and track customer reported incidents and track time to cases
• Experience testing new software releases including internally developed systems
• Is a key member of our Mobile Device Management (MDM) team who will be coordinating inventory preparations for tablets and other devices use by various teams at Sunnova – primarily our field services and our in-store retail sales teams.
• Analyzing and tracking 400-600 users, issuing and setting up devices, testing new images, troubleshooting LTE/5G issues with users and Wireless vendors.
• Provide regular reporting to management to identify supply shortages for hardware and licenses.
• Auditing and managing Wireless service billing and services.

Working Conditions

• Open-office environment, offering two potential work locations in central and northwest Houston.
• Flexible hybrid schedule – office and home opportunities

Physical Requirements

• Ability to periodically lift up to 50 pounds
• Ability to sit or stand for extended periods of time
• Finger dexterity working with small electronics on a regular basis

Benefits

Sunnova offers a generous employee reward package that includes:

• Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match.
• Competitive compensation & annual bonus
• Paid time off, including 10 holidays and Paid Parental Leave
• Cell phone allowance for many roles
• Free access to onsite fitness center in Houston and/or discounted fitness memberships through health provider
• Complimentary garage parking in Houston