Help Desk Support Coordinator

3 weeks ago

Fairfax, United States PEG, LLC Full time

**WHO ARE WE**?**

PEG, LLC is in its twenty-sixth year being a diverse energy efficiency, engineering, environmental and management consulting firm operating principally in the Eastern and Central United States.

As a leader in Home Energy Ratings, a winner of multiple Energy Star Awards, and a standout in the construction industry, PEG has provided Home Energy Ratings for over 170,000 homes. We strive to continually improve building energy efficiency and therefore, the quality of homes and life in the communities that we service.

**WHO ARE YOU**?**

**THE ROLE**

**Job Location**:
This position is based in our main office in Fairfax, VA.

**Essential Functions**:

- Responsible for coordinating Help Desk support requests to ensure that they are completed on time while documenting resolution steps and actions taken to assist in preventing similar problems from occurring in the future
- Perform maintenance on existing software programs, as required, to ensure that programs are working efficiently
- Create test cases, debug software issues, and assist in implementing enhancements/updates to existing software
- Collaborate with the Automation Team to fully understand each software update and clearly communicate the updates to our internal employees and external clients.
- Assist in coordinating automation processes that are currently in place
- Responsible for analyzing company and user needs to develop possible solutions via the use of automation
- Constantly challenge all automation processes within the organization to increase efficiencies and reduce operating time
- Assist with Mobile Device Management including issuing out devices to new hires, replacing devices, exchanging devices through insurance, keeping updated records in the MDM Portal, and troubleshooting device issues with our Field employees
- Build new workstations, for office and remote employees, to ensure that employees have the necessary equipment
- Maintain existing workstations, as needed, and keep an inventory of all company technology equipment
- Update Company Technology Equipment Policies for all employees (Office, Remote, & Field)
- Assist in planning, coordinating, and consulting with vendors for hardware/software purchases, product services, and support
- Work with IT Contractor and PEG Operations to troubleshoot system and network problems, diagnosing and solving hardware or software faults
- Contribute to team effort by cross-training in multiple departments to assist in the completion of project deadlines, as needed
- Assist Administrative Support Team, as needed, in answering phone calls
- Handle sensitive information in a confidential manner
- Carry out other administrative tasks as needed such as mail distribution (USPS/FedEx), processing documents (i.e. letters, correspondence, reports, agendas, minutes), maintaining records with effective filing systems, and other related items.
- Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks.

**Education/Experience**:

- Associate Degree in Computer Science, Information Technology, or equivalent work experience is required
- 1 -2 years of professional experience working in a Help Desk Support Role
- Strong experience with modern Windows-based systems
- Strong knowledge of troubleshooting Microsoft Office Suite, Office 365 Administration, Software Licensing, OneDrive for Business, and SharePoint
- Demonstrated ability to prepare comprehensive project documentation (requirements, system design, interface control documents, security, etc.)
- Familiarity with IT technologies such as networking, security, backup and recovery, and VPN
- Experience with providing support using and maintaining largescale software systems and/or databases is preferred
- Working experience with Mobile Device Management Platforms preferred

**Additional Requirements**:

- Strong time management skills and the ability to establish reasonable and attainable deadlines for resolution
- Must have strong interpersonal skills necessary to work in a dynamic and fast-paced environment
- Ability to prioritize and manage several milestones and projects efficiently
- Must be able to work independently, proactively, and handle multiple support requests at once to address employees' needs as efficiently as possible.
- Must be solution-oriented with efficient problem-solving skills
- Strong oral and written communications skills required

**Rewards and Benefits**

PEG LLC offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include: - 20 Annual Paid Days Off (12 Days of PTO, Birthday PTO, & 7 Company Paid Holidays) - Company Sponsored Medical Insurance that includes a contribution of up to 50% off the monthly premium - Dental & Vision Insurance - 401(k) Retirement Plan with up to

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