Desktop Analyst

At Bloom, we thrive on collaboration, bold thinking, and relentless innovation. We believe that, together, we can create a brighter, more sustainable future while tackling the most pressing challenges of the 21st century.

We are looking for a Desktop Analyst to join our team in one of today’s most exciting technologies. This role will report to Sr. Service Help Desk Manager and based in Fremont, CA
. This is a fully on-site, in office role 5 days (Monday – Friday) a week from 9 AM – 5 PM, while occasionally covering shifts from 6:00 AM – 2:00 PM, 1:30 PM – 9:30 PM, or 9:30 PM – 5:30 AM (Monday – Friday) as business needs dictate.

Key Responsibilities:

• Troubleshoot and resolve hardware, software, and networking issues with a focus on providing a quick and effective resolution.
• Provide high-level IT support manufacturing, staff, and employee across all business functions.
• Work with other IT teams (network, security, applications) to ensure coordinated problem resolution and ensure service continuity during extended hours.
• On a rotational basis, provide day-to-day IT support for manufacturing staff, addressing issues related to desktop computers, workstations, printers, and peripheral devices (scanners, barcode readers, etc.).
• Manage, monitor, and respond to IT incidents using Service Desk software (Jira). Ensure all work are logged, prioritized, and escalated according to established procedures.
• Support and troubleshoot corporate devices, including laptops, smartphones, video conferencing equipment, printers, and collaboration tools.
• Escalate complex technical issues to senior IT staff or specialists, providing detailed documentation and follow-up.
• Provide guidance and troubleshooting support for virtual private network (VPN) connections, remote desktop tools, and cloud-based applications.
• Maintain a high level of customer service and professionalism when interacting with staff.
• Document solutions, create knowledge base articles, and contribute to internal process improvement initiatives.
• Participate in after-hours on-call rotation, ensuring availability during critical incidents or outages.

The ideal candidate will:

• Proven experience in an IT support or service desk role, ideally in an executive or high-priority support capacity.
• Strong knowledge of Windows and Mac OS, as well as mobile devices (iOS, Android).
• Proficiency with remote troubleshooting tools (e.g., Team Viewer, Zoom, VPN solutions).
• Experience supporting office productivity software (e.g., Microsoft Office 365, Google Workspace, Adobe Creative Suite) and collaboration tools (e.g., Microsoft Teams, Slack).
• Solid understanding of IT infrastructure, including networking, Active Directory, VPN, and cloud services (AWS, Azure).
• Ability to handle sensitive information with discretion and maintain confidentiality.
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical users.
• Strong problem-solving skills and a proactive approach to troubleshooting.
• Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced environment.
• Flexibility to work during evenings, weekends, and holidays as part of the extended hours on call rotation.
• Experience with Microsoft Intune a plus
• Experience with O365 Admin Portal Experience is a plus
• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified IT Professional (MCITP) are a plus.

Bloom Energy is an equal opportunity employer and makes employment decisions on the basis of merit. We are committed to compliance with all applicable laws providing equal employment opportunities. All qualified applicants, will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability. Bloom Energy makes reasonable accommodations, consistent with applicable laws, for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions, unless undue hardship would result.