Address
Form of workSenior Support Analyst
Company: Spark Energy, LLC
Title: Senior Support Analyst
Location: Houston, Texas - Corporate Office (this role requires an in-office work schedule)
Department: Information Technology
Reports to: Director, Infrastructure Services
FSLA Status: Exempt
Via Renewables was founded as Spark Energy in 1999 in Houston, Texas, and quickly became one of the pioneers of the retail energy industry. Since then, it has been established as one of the most dependable and trusted electricity providers and natural gas companies in the country, serving customers in 94 utilities across 19 states. Led by increased consumer demand for renewable power, Via Renewables has enhanced its renewable and carbon neutral energy plans to align with evolving customer needs. Its mission is to become a market-leading provider of sustainable energy and to develop renewable resources including solar, hydro, and battery technology.
JOB SUMMARY
The Senior Support Analyst is responsible for maintaining, analyzing, troubleshooting, and repairing end-user computer systems (desktops, laptops, Windows operating systems) and computer peripherals (printers, monitors, etc.). This individual will document, maintain, upgrade, and replace hardware and software systems. This role is also responsible for supporting and upgrading desktop computing applications (Microsoft Office, Adobe Acrobat, Internet Explorer, etc.). This role is also responsible for providing Server side support for enterprise applications and systems. The Senior Support Analyst will have hands-on knowledge of infrastructure client applications, desktop / Laptop systems, Enterprise applications, and energy business specific applications.
SUMMARY OF ESSENTIAL JOB FUNCTIONS
• Provide hardware troubleshooting and problem resolution to internal and remote business users
• Installation and support of desktop software and applications, including Windows-based operating systems, MS Office productivity suite, and other third-party applications
• Physical set up of computers and software system installation for various computer applications and programs
• Maintain other computer peripheral devices such as printers, scanners, copiers, and wireless devices (Android, iPhone, Aircard, etc.) and resolve problems as they arise
• Manage Help Desk ticket queue: input, update, and close tickets as work is completed
• Create technical and training documentation for business users
• Maintain and update computer hardware and software inventory
• Other technical projects as required or assigned
• Knowledge of basic Networking, network troubleshooting, and Wi-Fi connectivity
• Knowledge of Enterprise backups systems like Veeam, Commvault, Cohesity and the like
• A good Working Knowledge of VMware and or VDI environments
• Server 2022 and later versions, including the Active Directory, Group Policy, ADFS, DNS, DHCP, File Share, NAPs (Radius), WDS, and Windows Clustering roles
• Office365 environments including licensing, One Drive, Teams, SharePoint Online, AD Sync, Security Center, E-Discovery, and Hybrid Connectivity with Exchange Online and Exchange 2019
• Azure Cloud Services including Azure Active Directory, Azure Enterprise APPs including SAML, Microsoft Intune, Azure VMs, Azure MFA, Azure WebApps, Blob Storage, and Virtual Networking
• Working Knowledge of Security principles and incident response
• Train the customer support staff to effectively help customers over the phone and in person
• Identify and implement improvements to the IT customer service experience
• Must be able to see projects and work items in terms of functionality, staffing, hardware, and financial considerations
• Assist in managing vendor relationships and contracts related to desktop hardware and software
• Manage the relationship with the wireless management vendor
• PowerShell for both the management of on-premises and cloud-based systems including the ability to develop scripts used for automation, deployments, bulk changes, and for evidence-based troubleshooting
• Maintain, track, and report the desktop / laptop / tablet / IP phone /wireless phone assets
• Identify risks and escalate to management appropriately
• Mentor and team members and peers to expand the IT knowledge base
• Excellent problem solving skills required
MINIMUM REQUIREMENTS
• Minimum of 6 years of job-related experience in the areas required for this position
• Demonstrated ability to properly develop and maintain accurate documentation
• Must possess the ability to establish and maintain effective working relationships with customers served and systems administration staff
• Strong customer service orientation
• On-call availability for a minimum 5 days per month
• Professional and courteous demeanor at all times
• Good project management skills
• Highly self-motivated and directed, with keen attention to detail
• Proven analytical and creative problem-solving abilities
• Current IT certification (CompTIA A , MCP, etc.)
• Familiar with different operating systems versions and applications (productivity, antivirus, etc.)
• Must possess knowledge of standard IT concepts, practices, and procedures
• Experience software imaging tools for desktop image creation
• Extensive knowledge in desktop support troubleshooting
• Extensive knowledge in the function and use of the Microsoft Office Suite 2010 - 2016
• Experience with VoIP
• Experience with Kace software and hardware asset tracking systems
• Work well under pressure with short timelines
• Excellent verbal, written, and interpersonal communication skills
• Vendor relation management skills
• Ability to work well within a team environment
• Ability to work a minimum of 40 hours per week
PREFERRED TECHNICAL SKILLS
• Asset management, helpdesk ticketing and support systems experience
• Energy Industry Experience preferred
• Microsoft, Apple OSX, IOS, and Android experience
• Experience with desktop virtualization systems and support
• Experience with wireless smart device support
• Cloud services and support experience
• SOX audit experience
ABILITIES REQUIRED
• Ability to meet highest attendance requirements
• Ability to handle multiple tasks concurrently
• Ability to sit for extended periods of time without much movement
• Ability to work in time-sensitive environment with non-flexible deadlines
• Ability to prioritize and execute tasks in a high-pressure environment
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components
• Ability to lifting and transporting of moderately heavy objects, such as computers and peripherals
• Excellent written, oral, and interpersonal communication skills
• Ability to conduct research into systems issues and products as required
• Ability to communicate ideas in both technical and user-friendly language
• Able to prioritize and execute tasks in a high-pressure environment
• Ability to work in a team-oriented, collaborative environment
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Via Renewables is an equal opportunity employer.
**Please no staffing or recruiting firm inquiries or applicants**
Company: Spark Energy, LLC
Title: Senior Support Analyst
Location: Houston, Texas - Corporate Office (this role requires an in-office work schedule)
Department: Information Technology
Reports to: Director, Infrastructure Services
FSLA Status: Exempt
Via Renewables was founded as Spark Energy in 1999 in Houston, Texas, and quickly became one of the pioneers of the retail energy industry. Since then, it has been established as one of the most dependable and trusted electricity providers and natural gas companies in the country, serving customers in 94 utilities across 19 states. Led by increased consumer demand for renewable power, Via Renewables has enhanced its renewable and carbon neutral energy plans to align with evolving customer needs. Its mission is to become a market-leading provider of sustainable energy and to develop renewable resources including solar, hydro, and battery technology.
JOB SUMMARY
The Senior Support Analyst is responsible for maintaining, analyzing, troubleshooting, and repairing end-user computer systems (desktops, laptops, Windows operating systems) and computer peripherals (printers, monitors, etc.). This individual will document, maintain, upgrade, and replace hardware and software systems. This role is also responsible for supporting and upgrading desktop computing applications (Microsoft Office, Adobe Acrobat, Internet Explorer, etc.). This role is also responsible for providing Server side support for enterprise applications and systems. The Senior Support Analyst will have hands-on knowledge of infrastructure client applications, desktop / Laptop systems, Enterprise applications, and energy business specific applications.
SUMMARY OF ESSENTIAL JOB FUNCTIONS
• Provide hardware troubleshooting and problem resolution to internal and remote business users
• Installation and support of desktop software and applications, including Windows-based operating systems, MS Office productivity suite, and other third-party applications
• Physical set up of computers and software system installation for various computer applications and programs
• Maintain other computer peripheral devices such as printers, scanners, copiers, and wireless devices (Android, iPhone, Aircard, etc.) and resolve problems as they arise
• Manage Help Desk ticket queue: input, update, and close tickets as work is completed
• Create technical and training documentation for business users
• Maintain and update computer hardware and software inventory
• Other technical projects as required or assigned
• Knowledge of basic Networking, network troubleshooting, and Wi-Fi connectivity
• Knowledge of Enterprise backups systems like Veeam, Commvault, Cohesity and the like
• A good Working Knowledge of VMware and or VDI environments
• Server 2022 and later versions, including the Active Directory, Group Policy, ADFS, DNS, DHCP, File Share, NAPs (Radius), WDS, and Windows Clustering roles
• Office365 environments including licensing, One Drive, Teams, SharePoint Online, AD Sync, Security Center, E-Discovery, and Hybrid Connectivity with Exchange Online and Exchange 2019
• Azure Cloud Services including Azure Active Directory, Azure Enterprise APPs including SAML, Microsoft Intune, Azure VMs, Azure MFA, Azure WebApps, Blob Storage, and Virtual Networking
• Working Knowledge of Security principles and incident response
• Train the customer support staff to effectively help customers over the phone and in person
• Identify and implement improvements to the IT customer service experience
• Must be able to see projects and work items in terms of functionality, staffing, hardware, and financial considerations
• Assist in managing vendor relationships and contracts related to desktop hardware and software
• Manage the relationship with the wireless management vendor
• PowerShell for both the management of on-premises and cloud-based systems including the ability to develop scripts used for automation, deployments, bulk changes, and for evidence-based troubleshooting
• Maintain, track, and report the desktop / laptop / tablet / IP phone /wireless phone assets
• Identify risks and escalate to management appropriately
• Mentor and team members and peers to expand the IT knowledge base
• Excellent problem solving skills required
MINIMUM REQUIREMENTS
• Minimum of 6 years of job-related experience in the areas required for this position
• Demonstrated ability to properly develop and maintain accurate documentation
• Must possess the ability to establish and maintain effective working relationships with customers served and systems administration staff
• Strong customer service orientation
• On-call availability for a minimum 5 days per month
• Professional and courteous demeanor at all times
• Good project management skills
• Highly self-motivated and directed, with keen attention to detail
• Proven analytical and creative problem-solving abilities
• Current IT certification (CompTIA A , MCP, etc.)
• Familiar with different operating systems versions and applications (productivity, antivirus, etc.)
• Must possess knowledge of standard IT concepts, practices, and procedures
• Experience software imaging tools for desktop image creation
• Extensive knowledge in desktop support troubleshooting
• Extensive knowledge in the function and use of the Microsoft Office Suite 2010 - 2016
• Experience with VoIP
• Experience with Kace software and hardware asset tracking systems
• Work well under pressure with short timelines
• Excellent verbal, written, and interpersonal communication skills
• Vendor relation management skills
• Ability to work well within a team environment
• Ability to work a minimum of 40 hours per week
PREFERRED TECHNICAL SKILLS
• Asset management, helpdesk ticketing and support systems experience
• Energy Industry Experience preferred
• Microsoft, Apple OSX, IOS, and Android experience
• Experience with desktop virtualization systems and support
• Experience with wireless smart device support
• Cloud services and support experience
• SOX audit experience
ABILITIES REQUIRED
• Ability to meet highest attendance requirements
• Ability to handle multiple tasks concurrently
• Ability to sit for extended periods of time without much movement
• Ability to work in time-sensitive environment with non-flexible deadlines
• Ability to prioritize and execute tasks in a high-pressure environment
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components
• Ability to lifting and transporting of moderately heavy objects, such as computers and peripherals
• Excellent written, oral, and interpersonal communication skills
• Ability to conduct research into systems issues and products as required
• Ability to communicate ideas in both technical and user-friendly language
• Able to prioritize and execute tasks in a high-pressure environment
• Ability to work in a team-oriented, collaborative environment
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Via Renewables is an equal opportunity employer.
**Please no staffing or recruiting firm inquiries or applicants**
