IT Support Technician

Job Description

Job Description

IT Support Technician

The Company: Sungrow North America is a leading provider of renewable energy solutions, specializing in the development and manufacturing of photovoltaic inverters and energy storage systems. The company offers a comprehensive range of products and services designed to optimize the performance and efficiency of solar power installations. Sungrow North America aims to provide sustainable and reliable energy solutions to meet the growing demand for clean power and is known for its commitment to innovation, high-quality standards, and exceptional customer service.

IT Support Technician:

The IT Support Technician serves as the first point of contact for employees needing technical assistance at Sungrow USA’s Houston office. This role provides Tier 1 and Tier 2 support, resolving basic IT issues, managing support tickets in ServiceNow, and troubleshooting hardware and software problems. Responsibilities include onboarding and offboarding employees, ensuring seamless access to the tools and systems required for their roles. The IT Support Technician directly impacts employee productivity and satisfaction by delivering prompt and effective IT support. The position offers opportunities to solve a variety of technical challenges, contribute to process improvements, and help shape the overall employee experience at Sungrow USA. Support is also provided to senior IT team members by helping manage their workload, coordinating documentation, and escalating complex issues as needed.

This is an on-site position, requiring regular work at the Sungrow USA corporate office in Houston for approximately 80 to 100 percent of scheduled time. Employees must live within a reasonable commuting distance of the office, using personal judgment regarding commute time and cost.

Essential Duties and Responsibilities:

• Serve as the first point of contact for IT support requests via ticketing system, chat, phone, and email.

• Provide Tier 1 and Tier 2 technical support for Sungrow USA, including desktops, laptops, mobile devices, printers, and other IT equipment.

• Diagnose, troubleshoot, and resolve hardware and software issues promptly. • Manage support tickets in ServiceNow, including ticket intake, assignment, escalation, and closure.

• Monitor and prioritize incoming service requests, ensuring timely and accurate IT support.

• Conduct onboarding and offboarding activities for employees, including account setup and access management.

• Maintain and update IT documentation, escalation paths, knowledge base articles, and SOPs.

• Track and report on service level agreements (SLAs), ticket volume, and resolution metrics.

• Maintain hardware and software inventory, licensing, and asset records.

• Manage Service Catalog items and ensure CMDB accuracy.

• Support and maintain user account information, access privileges, and security groups.

• Assist with ServiceNow platform optimization and stay current with new features.

• Contribute to the development and implementation of IT policies, procedures, and best practices.

• Deliver user training and IT communications.

• Support ISO 27001 and SOC 2 compliance initiatives and assist with audits.

• Drive process improvements and automation, implementing ITIL-aligned best practices.

• Collaborate with engineers and other technical staff to resolve systemic issues and streamline workflows.

• Recommend improvements to IT service delivery and support process enhancements.

• Assist with IT projects and system upgrades as needed.

• Maintain positive relationships with staff and vendors.

• Escalate complex technical issues to senior IT staff when necessary.

• Perform other related duties as assigned.

Minimum Requirements:

• 1+ years of IT support or service desk experience

• Proficient in Windows OS, Microsoft 365, and common business applications

• Experience with ServiceNow or similar ITSM/ticketing platforms.

• Familiar with troubleshooting hardware for computers, mobile devices, printers, and barcode scanners

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).

• Experience with user account management in Active Directory, Entra ID, Okta, or similar systems.

• Excellent communication and interpersonal skills.

• Ability to work under pressure and handle complex technical issues.

Education or Desired License and Certificates:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

• Relevant IT certifications preferred: CompTIA A+, Network+ Microsoft 365 Certified: Endpoint Admin, ITIL 4 Foundation

• Additional certifications in ServiceNow, Microsoft 365, or other enterprise platforms are a plus Willingness to pursue ongoing professional development and certification as required by the role Competencies

• Customer Service & Technical Support

• Incident & Problem Management • Hardware & Software Troubleshooting

• Strong verbal and written communication skills; ability to adapt messaging for different audiences

• Proactive problem-solving approach and a collaborative mindset

Travel 1%-10% as needed

Work Location and Status:

• Full time, onsite at Sungrow USA office in Houston

• No visa sponsorship

Compensation:

• Compensation commensurate with experience

• Competitive salary and annual bonus eligibility

• Comprehensive benefits package including health, dental, vision, and retirement plans

• Strong personal and company growth opportunities

Sungrow is an equal opportunity employer.

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