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Client Support Technician
4 months ago
Scope of Position:
EDF Renewables North America is a market-leading independent power producer and service provider with over 35 years of experience. We deliver grid-scale power: wind (onshore and offshore), solar photovoltaic, and storage projects; distribution-scale power: solar and storage; asset optimization: technical, operational, and commercial expertise to maximize the performance of generating projects, and onsite solutions, through the Company’s PowerFlex affiliate, offering a full suite of onsite energy solutions for commercial and industrial customers: solar, storage, EV charging, energy management systems, and microgrids.
**Responsibilities**:
- Maintain appropriate service level agreements on requests and incidents per service desk standards.
- Remain logged into phone triage system during specified rotation on shift to maximize efficiency and customer support.
- Create documentation for new and existing processes and procedures in support of the client support technician team.
- Provide Client support duties including: installing and configuring software, troubleshooting software and advanced configuration.
- Provide support for service equipment such as projectors, loaner laptops, conference room equipment, printers/copiers and other corporate equipment under the control of the IT department.
**Working** **Conditions**:
90% of time is spent in the office environment, utilizing computers, servers, peripheral equipment, phones and general office equipment. 5% of time may be used for travel to remote sites for work. 5% Attend relevant training, Attend offsite meetings/conferences. This position might also require some lifting of 30 lbs. and working in enclosed environments. Able to sit, stand, or walk for extended periods of time. Available for on call support rotation.
Qualifications:
- Minimum of 2+ years’ experience in a Service Desk support role.
- Understanding of medium to large sized enterprise corporate environment from an IT client support perspective.
- Associate's degree or equivalent from a two-year College or Technical school.
- Microsoft Windows 7 - 10, Office 365, and Microsoft Office 2013 and higher experience.
- Ability to triage and support customers in a multi-faced approach.
- Clear and effective verbal and written communications.
- Excellent interpersonal and customer service skills
- Effectively prioritize incidents and service requests in an efficient and timely manner.
- Enjoy working on cross-functional teams.
- Ability to work effectively in a high-stress, fast-paced environment.
- Professional appearance and demeanor.
- Participate in improving IT Service Policies, Processes and workflows as required.
- Able to work beyond normal working hours with very short notice.
- Ability to work “on-call” or “off-hours” as appropriate.
- A+ and Network + Certified preferred.
- Familiarity with Fresh Service Ticketing system or similar ticketing system.
Pay Grade: $22.00 - $36.00 Hourly
In addition, EDF Renewables offers best-in-class employment incentives, including.
- Competitive Bonus incentives: This position is eligible for our annual bonus program
- Comprehensive Health Benefits: EDF Renewables USA provides low-cost health & wellness premium coverage for employees and their eligible dependents
- Rewarding 401k Package: EDF Renewables provides a generous contribution with immediate vesting
We are also proud to offer:
- Favorable time off programs, including paid parental leave
- Rewarding Learning & Development Opportunities
- Supportive Mentorship & Buddy Programs
Be a part of an innovative and collaborative team environment that fosters our goal of Delivering renewable solutions to lead the transition to a sustainable energy future.
