Help Desk Technician

4 weeks ago


Houston, United States Primary Services Full time

Be part of a team that is redefining the future of energy management. Work in a state-of-the-art command center, enjoy a range of benefits and play a key role in optimizing solar energy systems across the country.


Primary Services is actively recruiting for a Help Desk Technician to support our prestigious client, a leader in solar energy solutions, battery storage, and system protection services. This well-established company oversees a vast portfolio of residential solar systems in over 40 states and several U.S. territories. As a Help Desk Technician, you will be on the front lines of solar energy management, ensuring system performance and efficiency while coordinating service and maintenance operations.

Responsibilities:

  • Analyze production information to verify that system performance aligns with expectations.
  • Create, dispatch, and manage work orders to comply with company service level agreements.
  • Assign service teams and technicians based on established business rules to optimize efficiency, minimize costs, and expedite issue resolution.
  • Update accounting accruals for completed work orders.
  • Diagnose and determine solutions for solar systems requiring maintenance, service, or updates.
  • Identify causes of non- or under-performing systems.
  • Maintain an accurate appointment schedule.
  • Manage technician occupancy and daily schedule to ensure full utilization and control overtime by balancing customer appointments and non-appointment work order assignments.
  • Receive and process field service reports from internal and external providers in accordance with established procedures.
  • Review and process field service invoices.
  • Review field service reports for acceptable work completion and issue resolution.
  • Schedule appointments directly with customers.
  • Participate in parts dispatching and troubleshooting activities.

Qualifications:

  • High school diploma (or GED) required.
  • Minimum of 2 years of field service coordination or remote troubleshooting experience in a related position.
  • Hands-on solar or electrical experience preferred.
  • Strong knowledge of home construction or residential electrical systems preferred.
  • Strong written and verbal communication skills.
  • Detail-oriented with the ability to manage multiple tasks.
  • Experience with Salesforce.
  • Proficiency in Microsoft Office (Excel, Word, Outlook).
  • Flexible schedule, with willingness to work weekends and evening shifts.


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