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IT Service Desk Analyst

RES currently has an IT Service Desk Analyst position open in the Broomfield, CO office. Come join the world’s largest independent renewable energy company active in wind, solar, energy storage and transmission and distribution. Our vision is to be a leader in the transition where everyone has access to affordable low carbon energy. Being part of the RES team means shaping the world’s energy future. RES offers a comprehensive benefits package, including medical, dental, vision, 401K + employer match, life insurance and AD&D, paid time off, paid sabbatical, paid parental leave, alternative work schedules, fitness center membership, tuition reimbursement, and professional development.

Summary:

The IT Service Desk Analyst 1 is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the specialist ensures all incidents are analysed, resolved, and reported back within the promised timeframes.

This Americas IT function forms part of the wider Global Services function. The successful candidate will work closely with the regional and Group IT as well as business functions to support the Service Desk environment as required.

Specific duties:

Lead the delivery of major IT Projects

  • Contributes to the development of service strategy to mitigate software, hardware, and networking issues
  • Contributes to the development of business support standards, processes and procedures, and guidelines for incident management
  • Troubleshoots and resolves IT issues via phone, web, and in-person channels
  • Ensures all incidents are resolved against SLAs
  • Reports on help desk and support using uptime and ticket-related performance metrics
  • Partners with IT and business personnel to discuss the impact of incidents on products and services
  • Tracks and reports all open and closed incidents to leadership teams
  • Proactively learns new product and service technologies

Knowledge, Skills and Abilities:

REQUIRED KNOWLEDGE

  • Experience using help desk ticketing software
  • Experience with incident troubleshooting and escalation

REQUIRED SKILLS

  • Microsoft OS Troubleshooting (Win 7,10)
  • Strong customer service mind-set
  • Ability to prioritize and quickly resolve issues
  • Excellent written and verbal communication skills
  • Excellent analytical and problem solving skills
  • Effective prioritization and project management skills

REQUIRED EXPERIENCE

  • Demonstrated ability to take the initiative and think creatively
  • Ability to interact successfully with people in a customer-facing role

PREFERRED EXPERIENCE:

  • Remote Support Tools (SCCM)
  • Office 365 Support
  • Mobile Device Management Support (Airwatch)
  • Skype for Business
  • Project management familiarity (as a team member) 

Qualifications:

MINIMAL QUALIFICATIONS:

  • Excellent written and verbal communication skills
  • Understanding of common operating systems (especially Windows)
  • Curiosity, a desire to solve technical problems
  • A desire to help people work more efficiently and effectively

PREFERRED QUALIFICATIONS:

  • ITILv3

Physical requirements and environment:

The work environment and physical demands characteristics are representative of those the employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Performs primarily sedentary office duties with occasional travel to other Company offices or construction sites.  Incumbent may occasionally lift up to 25 pounds and may be required to sit, stand, walk and use a computer. 

We maintain a drug-free workplace.  Candidates will be required to pass a pre-employment background investigation and drug test as a condition of employment.

RES is proud to be an EEO employer

Apply

Location: USA

Contract Type:Full-Time

Type of Role: IT