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Form of workBrief Description of Sunnova
Sunnova (NYSE: NOVA) is revolutionizing the energy industry as a leading Energy as a Service (EaaS) provider of solar, battery storage, EV charging, and other energy solutions with customers spanning the U.S. and its territories. Founded in 2012, our goal is to provide homeowners, businesses, and communities with a better energy service at a better price – making clean, renewable energy more accessible, reliable, and affordable.
At Sunnova, we believe that our success comes from the diversity and creativity of our people. Our team is made up of forward-thinkers who are passionate about changing the energy industry for the better, and we're looking for like-minded individuals to join us. We encourage our people to push beyond traditional limits and explore new horizons – because only then can we truly transform the world for the better.
If you're excited about being a part of the fastest-growing segment of the energy industry, we want you on our team!
The Analyst, Service Support, I Position
Sunnova Energy is searching for an Analyst, Service Support I to be responsible for ensuring effective computer operations so that end users can accomplish organizational tasks. This role 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.
Analyst, Service Support Responsibilities - Part of core team that manages the end-to-end experience of a employee lifecycle from onboarding to out-processing. Direct impact on employee first impression and quality of support.
- 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
- Creates and manages new user accounts from over fifty 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 and QA tasks
- Responds to threats to Sunnova users like phishing, vishing, malware and other end-user challenges
- Associate Diploma plus additional training in IT support areas
- 3 +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)
- 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
- Skilled at time and task management, skilled at creating documentation and driving process improvements.
- Would also consider strong candidate with Business Analysis skill set and experience looking to move into Information Technology.
- 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
- Open-office environment
- Flexible hybrid schedule – office and home opportunities
- Choice of PC or Mac OS
- Work opportunities in Central and Northwest Houston
- 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
- 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
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.
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