Senior Service Desk Professional - Remote

NRG Energy; Provo (UT); Remote; USD 71,000 - 118,000; Full time

Job summary

A leading energy provider in Provo, Utah seeks a Service Desk Professional to assist users with IT-related issues. This role requires strong troubleshooting skills and a commitment to customer service. Candidates should have a high school diploma and 4-6 years of relevant experience. The position offers a competitive salary range of $71,040 - $117,216, along with benefits including medical, vision, and 401K.

Benefits

Health insurance

401K

Flexible spending accounts

Qualifications

• 4-6 years of experience in technical support.
• Ability to work independently and in a team environment.
• Effective communication and interpersonal skills.

Responsibilities

• First point of contact for IT problems and requests.
• Troubleshoot hardware and software issues.
• Document and log incidents using Service Now.

Skills

Technical support

Customer service

Troubleshooting

Documentation

Interpersonal skills

Education

High School Diploma or GED

Tools

Service Now

MS Office

Azure

Intune

Job description

Welcome to the intersection of energy and home services. At NRG, we're all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers' lives easier-helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Job Summary:

Service Desk Professional is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assessing problems and issues with IT equipment and applications. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solutions.They must also be customer-oriented and patient to deal with difficult customers.

Essential Duties/Responsibilities:

• First point of contact in all computer hardware, software, and telecommunications problems and requests. Use remote capability to assist with troubleshooting.
• Provide customer service/help desk/technical support experience that includes migration support, MS Office and desktop configuration.
• Desktop site support - Determine the best solutions based on the issue and details provided by customer
• Provide support and resolve problems related to installed computer software.
• Troubleshoot printer connection issues
• Maintain support materials: edit, update, and generate support documents for Service Now Knowledge Article and IT Service Desk knowledgebase.
• Azure Administration including account creation, security group management, licensing, MFA.
• Exchange Admin Center - manage, create user, distribution, shared mailboxes.
• Intune - Manage computers, applications.
• Password Resets for various websites/applications
• Document and log incidents ticket using Service Now tracking tool.
• First level support company email on mobile devices
• Provide support for VPN software connection issues
• Vendor VPN account creation

Minimum Requirements:

• High School Diploma or GED required
• 4-6 years of relative experience
• Ability to work independently and in a team environment
• Ability to work under time pressure while maintaining a customer service attitude
• Experience in troubleshooting hardware, software and network connectivity issues
• Must understand technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
• Self-motivated with attention to detail
• Organizes workload, sets priorities and works within deadlines
• Effective communication and interpersonal skills
• Maintains confidentiality of information
• Must have flexibility for working rotating on call schedule and backfilling for peers when coverage is needed.

Preferred Qualifications:

• Ability to work independently and in a team environment
• Ability to work under time pressure while maintaining a customer service attitude
• Experience in troubleshooting hardware, software and network connectivity issues
• Must understand technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
• Process and understanding Terminations
• Self-motivated with attention to detail
• Organizes workload, sets priorities, and works within deadlines
• Effective communication and interpersonal skills
• Maintains confidentiality of information
• Must have flexibility for working rotating on call schedule and backfilling for peers when coverage is needed.

Additional Knowledge, Skills and Abilities:

• Demonstrated commitment to customer service excellence
• Proven ability to work effectively under pressure, with keen attention to detail
• Sound decision-making and problem-solving capabilities
• Efficient time management and ability to multi-task in fast-paced environments
• Experience in identifying and contributing to process improvements
• High level of self-motivation, with strengths in conflict resolution
• Ability to redirect issues to appropriate resources swiftly and accurately
• Natural leadership qualities and a collaborative spirit
• Strong adaptability to shifting priorities and organizational needs

Physical Requirements:

• Occasionally requires lifting as appropriate to perform duties and responsibilities.

The base salary range for this position is: $71,040 - $117,216.The base salary range above represents the low and high end of the salary range for this position. Actual salaries will vary based on several factors including but not limited to location, experience, and performance. The range listed is just one component of the total compensation package for employees. Other rewards may include annual bonus, short- and long-term incentives, and program-specific awards. In addition the position may be eligible to participate in the benefits program which include, but are not limited to, medical, vision, dental, 401K, and flexible spending accounts.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.