Help Desk Analyst II

Overview Primary purpose is to provide technical assistance to ENGIE NA’s computer users regarding computing problems in an office environment (i.e., password resets, hardware issues, application/laptop/desktop problems). Additional responsibilities include imaging laptops, migrating users, hardware deployments, and working in a cross‑domain environment with multi‑system support. Responsibilities Ability to work independently Responding to internal customers calling to report problems and resolving technical issues Utilize a customer‑service attitude and approach to providing assistance and solutions Coordinate with users to determine computing needs and order hardware as appropriate Prioritize requests based on severity and commercial prioritization Manage root‑cause analysis and preventive measures to ensure effective problem resolution Assume ownership for critical problems with proactive communication and follow‑through to completion Maintain accurate contact and alert lists for team and customer communications Assist in the development of help‑desk processes and procedures for support of help‑desk functions and team members Qualifications Bachelor’s degree in business administration, computer science, information systems or a related field or equivalent combination of education and experience Minimum three years of experience servicing/supporting personal computers and networks Technical degree or certificates in computer hardware and network fields or equivalent work experience Excellent interpersonal/communication skills, both written and verbal Good organizational, prioritizing, and time‑management skills Flexible and able to take initiative Excellent customer service and relationship skills Proven accountability for problem resolution Proficiency with Problem Management application(s) as part of a helpdesk Ability to maintain professional competency by participating in relevant continuing education and training programs Knowledge of WAN connectivity issues Specific product experience required with: Windows 10/11, Oracle, all Microsoft Office 365 products, remote access, VPN, basic networking Knowledge of standard desktop configuration processes, help‑desk standard processes Experience supporting multi‑tiered applications Previous experience supporting a call center population and/or providing desk‑side support desirable Work in an office setting 5 days per week May include overtime with after‑hours support including setup and deployment This role requires attendance at a worksite on a daily basis Must be willing and able to comply with all ENGIE ethics and safety policies Compensation Salary Range: $27.40/hr – $42.00/hr USD This represents the average expected pay range for a qualified candidate. ENGIE complies with all federal, state, and local minimum wage laws. Actual salary offered may vary depending on geography, experience, education, internal pay alignment, or other bona fide factors. In addition to base pay, this position is eligible for a competitive bonus plan. Benefits At ENGIE, we take your well‑being seriously. Our comprehensive benefits package includes options for medical, dental, vision, life insurance, employer‑paid short‑term and long‑term disability insurance, ESPP, generous paid time off including wellness days, holidays and leave programs. We also help you plan for retirement by offering a 401(k) Retirement Savings Plan with a company match. Supplemental benefits for full‑time employees enhance emotional and physical well‑being through all stages of life. EEO Statement ENGIE is a proud equal‑opportunity workplace, committed to creating an inclusive workplace for all employees. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. Application Information If you need assistance with this application or a reasonable accommodation due to a disability, you may contact us at View email address on click.appcast.io. This email address is reserved for individuals with disabilities in need of assistance and is not a means of inquiry regarding positions or application status. Business Unit: GBS Division: GBS BS - IT Professional Experience: Skilled (>3 experience Education Level: Bachelor's Degree Company Name: ENGIE North America #J-18808-Ljbffr