Information Technology Support Technician

IT Support Technician The Company:
Sungrow Power Supply Co., Ltd. (Stock code: 300274) is a globally recognized renewable energy company, specializing in R&D, manufacturing, and services for solar, wind, energy storage, hydrogen, and electric vehicle solutions. Established in 1997, Sungrow is known for its innovative photovoltaic inverters, wind converters, EV chargers, energy storage systems, and hydrogen production technologies. Its products are sold in over 180 countries, with a cumulative installed capacity exceeding 740 GW by the end of 2024.

Sungrow has contributed to national standards and holds numerous core technologies. With multiple industry awards and advanced R&D centers, it ranks among the global leaders in clean energy. Guided by its mission “Clean power for all,” Sungrow continues to drive innovation and global sustainability.

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 Service Now, 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.

• 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 Service Now, 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 Service Now 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.

• 1+ years of IT support or service desk experience
• Proficient in Windows OS, Microsoft 365, and common business applications
• Experience with Service Now or similar ITSM/ticketing platforms
• Familiar with troubleshooting hardware for computers, mobile devices, printers, and barcode…