Senior Help Desk Analyst

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery.

Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Position

Purpose:

The Senior, Helpdesk Analyst position plays a key role in providing technical support to the Veolia business units. This position acts as a single point of contact for resolution of technical support issues and requests that come in via telephone or chat. This position will interface with all aspects of each business unit at all levels within the organization.

Primary Duties/Responsibilities:

• Responsible for delivering white glove IT support by promptly responding to all Service Requests and Incidents across multiple channels — including telephone, walk-ups, chats, and self-service queue — while providing a personalized, high-touch experience with a target of an 80% first-contact closure rate.
• Troubleshoot and resolve any and all issues related to computer hardware, operating systems, company-approved applications.
• Implement software and hardware updates and upgrades in compliance with the Desktop team.
• Assist in the development and maintenance of Support Center documentation as needed using Confluence and Service Now.
• Report any support trends to the IT Operations Manager as they happen.
• Research and testing of new technology (As needed for project work).
• Occasional travel to offsite locations (As needed for projects or emergency situations).
• Laptop and Desktop imaging including local rollouts.
• Troubleshoot / setup iPhones, iPads and Droid devices.

Education/Experience/Background:

• Associate's or Bachelor's degree with a minimum of two (2) years of related experience.
• OR Five (5) years of related experience required;
• OR an equivalent combination of education and experience.
• Excellent knowledge of Windows 10/11 and legacy Windows OS.
• Advanced knowledge of Microsoft products including Office, Outlook, SharePoint, Teams, etc.
• Good working knowledge of Google workspace applications including GMAIL, Drive, Sheets (Google Workspace).
• Advanced Experience with Windows Active Directory – Creating, Modifying, Password Resets, Accounts unlock, Share permissions.
• Working knowledge of iPhone/iPad & Android devices, including e-mail configuration and MDM enrollment.
• Good working knowledge of LAN/WAN network topology.
• Experience in advance Helpdesk tools and techniques (Remote assistance, Service Now or other ticket system, Dameware, SCCM, PC Imaging).

Knowledge/Skills/Abilities:

• Strong verbal and written communication skills while interacting effectively at all levels within the organization Build and maintain positive relationships with internal and external customers.
• Eager and willing to drive change in order to improve customer satisfaction.
• Project a positive attitude and be a team player.
• Good initiative and assertiveness and a passion for excellence and customer service.
• Ability to effectively prioritize and execute tasks in a results driven environment.
• Detailed, hands-on knowledge of computer hardware, applications and network technologies; ability to learn new technologies quickly and to effectively retain and apply new knowledge.
• Superior telephone and email etiquette skills in…