Senior Help Desk Analyst

Job description

Position Purpose: The Senior, Helpdesk Analyst position plays a key role in providing technical support to the Veolia business units. This position acts as a single point of contact for resolution of technical support issues and requests that come in via telephone or chat. This position will interface with all aspects of each business unit at all levels within the organization. Primary Duties/Responsibilities: Responsible for delivering white glove IT support by promptly responding to all Service Requests and Incidents across multiple channels — including telephone, walk-ups, chats, and self-service queue — while providing a personalized, high-touch experience with a target of an 80% first-contact closure rate. Troubleshoot and resolve any and all issues related to computer hardware, operating systems, company-approved applications. Implement software and hardware updates and upgrades in compliance with the Desktop team. Assist in the development and maintenance of Support Center documentation as needed using Confluence and ServiceNow. Report any support trends to the IT Operations Manager as they happen. Research and testing of new technology (As needed for project work). Occasional travel to offsite locations (As needed for projects or emergency situations). Laptop and Desktop imaging including local rollouts. Troubleshoot / setup iPhones, iPads and Droid devices. Education/Experience/Background: Associate's or Bachelor's degree with a minimum of two (2) years of related experience. OR Five (5) years of related experience required; OR an equivalent combination of education and experience. Excellent knowledge of Windows 10/11 and legacy Windows OS. Advanced knowledge of Microsoft products including Office, Outlook, SharePoint, Teams, etc. Good working knowledge of Google workspace applications including GMAIL, Drive, Sheets (Google Workspace). Advanced Experience with Windows Active Directory – Creating, Modifying, Password Resets, Accounts unlock, Share permissions. Working knowledge of iPhone/iPad & Android devices, including e-mail configuration and MDM enrollment. Good working knowledge of LAN/WAN network topology. Experience in advance Helpdesk tools and techniques (Remote assistance, ServiceNow or other ticket system, Dameware, SCCM, PC Imaging). Knowledge/Skills/Abilities: Strong verbal and written communication skills while interacting effectively at all levels within the organization Build and maintain positive relationships with internal and external customers. Eager and willing to drive change in order to improve customer satisfaction. Project a positive attitude and be a team player. Good initiative and assertiveness and a passion for excellence and customer service. Proven good attendance record. Ability to effectively prioritize and execute tasks in a results driven environment. Detailed, hands-on knowledge of computer hardware, applications and network technologies; ability to learn new technologies quickly and to effectively retain and apply new knowledge. Strong customer service skills. Superior telephone and email etiquette skills in answering and initiating phone calls; exceptional interpersonal skills. Strong problem-solving skills and inherent decision-making ability in resolving complex issues at the highest technical level; able to take initiative and be assertive to solve problems. Ability to organize work in an efficient manner and handle multiple projects/responsibilities at a time. Ability to coordinate operations activities in accordance with other information technology functions. Works well under stress and time pressures to meet deadlines. Works with minimal direct supervision. Other Criteria: Primarily responsible for the support of Veolia computer users and the setup and administration of computer systems, including hardware, application and operating system software, and databases. Resolves complex end-user problems using documented procedures and available tools. Builds strong relationships and becomes a trusted solution provider through diligence and technical support excellence. Ensures customer satisfaction by responding to all calls and emails to the Help Desk and by providing timely updates to the customer regarding the status of problem resolution. Logs all customer questions and problems and track the issues through to resolution. Ability to work overtime and On-Call monthly rotation. Physical Requirements: Ability to lift 80 lbs. (assisted) or 40 lbs. (unassisted). Sitting at desk and using computer/keyboard/mouse for extended periods of time (97% of shift) along with answering telephones. Reliable Internet Connection required for remote work. Quiet environment required for remote call center work. Pay Range: $85,000 to $100,000 Per Year. Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law. Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.