Sr. Service Desk Analyst

About PROENERGY

PROENERGY is an engineering, R&D, and manufacturing powerhouse. The company addresses every need for fast‑start power generation: turbine and package manufacturing, turnkey project execution, power purchase agreements, and asset lifecycle care for turbines and plants. Where others see impossible energy challenges, PROENERGY provides innovative aeroderivative solutions.

PROENERGY delivers fast‑start, dispatchable power solutions from worldwide centers for aeroderivative excellence. We are investing more than $1 billion through 2028 in infrastructure to serve our customers.

In Sedalia, Missouri, our 600,000 sq ft Center for Excellence in Manufacturing—a world‑class investment in fast‑start power and the only campus of its kind in the world—is growing by 40 percent.

In Houston, Texas, our 500,000 sq ft Center for Excellence in Lifecycle Care features a Level‑IV depot and aero repair facility, which executes comprehensive services for aeroderivative engines under one roof.

In Kansas City, we have an office with an Engineering team that supports our sought‑after solutions for turnkey projects and contracted power.

And our worldwide service centers ensure local service expertise near our customers. Our expanding service footprint includes Phoenix, Buenos Aires, New Brunswick, and additional locations in Europe, Australia, and Southeast Asia.

We take care of our people and strive to make a positive difference for the world. We offer competitive pay, excellent benefits that include Medical, Dental, Vision, and Life/Disability Insurance at minimal cost to the employee, 10 paid holidays, paid time off, and a 401K plan. If you are looking for a rewarding career and possess specialized knowledge and quality‑oriented problem‑solving skills, we encourage you to apply today.

The Sr. Service Desk Analyst provides advanced technical support for complex end‑user issues while mentoring junior analysts and maintaining high service quality standards across PROENERGY's global operations. This role serves as a technical escalation point for challenging problems, leads knowledge transfer initiatives, and helps develop team capabilities while ensuring excellent customer service for employees across our global energy operations. The position requires deep technical expertise combined with strong communication skills to resolve complex issues and guide less experienced team members in supporting our critical energy infrastructure.

Reports To: Sr. Manager, Service Delivery

Work Location: 2001 Proenergy Blvd, Sedalia, MO 65301

• Provide Level 2 technical support for complex hardware, software, and network connectivity issues across global operations
• Troubleshoot advanced Windows, macOS, and mobile device problems requiring specialized knowledge and expertise
• Resolve complex Microsoft 365 issues including Exchange Online, SharePoint, Teams, and One Drive for global workforce
• Support VPN connectivity, remote desktop, and virtual collaboration technology problems for field operations
• Diagnose and resolve printing, peripheral, and hardware compatibility issues in office and industrial environments
• Coordinate with infrastructure teams for server, network, and application‑related user problems affecting business operations
• Support specialized engineering software and industrial applications used in energy operations

• Serve as primary escalation point for junior analysts on complex technical issues requiring advanced troubleshooting
• Research and resolve recurring problems to prevent future incidents and improve service reliability
• Create and maintain detailed problem resolution documentation and knowledge base articles for team reference
• Coordinate with vendors and specialized technical teams for escalated issues affecting critical business systems
• Track and manage complex tickets through resolution ensuring timely closure and customer satisfaction
• Conduct root cause analysis for systemic issues affecting multiple users or business operations
• Participate in major incident response and coordinate technical resources…