Service Desk Technician

About NAES

At NAES, you’ll find engaging and challenging career opportunities in the power generation, renewable energy, and industrial construction industry. At every level of the company, we share a common goal: to instill confidence in our clients through steadfast commitment to safety, integrity, and quality of work. NAES is the largest independent operator of power facilities in the industry, operating more than 190 power plants across the United States, Canada, Mexico, and the UK, spanning all technologies and providing over 49 GW of capacity.

With a team of 4,000 people, our growing family of companies addresses the entire life cycle of power generation and other industrial plants.

The Service Desk Technician II provides technical software, hardware, and network problem resolution to all NAES computer users and remote sites. Responsibilities include diagnosing issues, guiding users through step‑by‑step solutions in a call center environment, clearly communicating technical solutions in a user‑friendly manner, providing one‑on‑one end‑user training, and maintaining hardware and software inventory. The role works alongside the IT infrastructure team on new projects and various software/hardware goals to align with One NAES initiatives.

• Provide comprehensive first‑tier support via phone, internet, and email for the efficient resolution of technology problems and requests for NAES end users.
• Take ownership of all customer interactions, ensuring appropriate follow‑through and providing timely feedback via phone, e‑mail, or other communication methods.
• Log all customer interactions.
• Display solid knowledge of major desktop software applications and networking concepts, identifying, researching, resolving, and documenting technical issues.
• Answer initial and follow‑up phone calls from users with service and technical support issues.
• Help maintain hardware and software inventory.

The position reports to the Service Desk Manager. Contacts are typically made with colleagues inside and outside of the company, including other departments, customers, immediate associates, and the supervisor.

• Education:
  
  Degree or minimum of 2–3 years of experience working in a business environment supporting all departments of the company.
• Licenses/Certification: A+, Microsoft 365 Certified (MD‑100/101), and/or Microsoft Office Specialist certification desired.

• Demonstrated experience with M365 products (including Windows 10 & 11) and the Microsoft Office suite.
• Excellent written and oral communication, time‑management skills, flexibility, and the ability to multi‑task.
• Positive service‑oriented attitude with a professional demeanor in difficult circumstances.
• Takes ownership of all issues through resolution, delegating or escalating when necessary or beyond skill level.
• Knowledge of setup and configuration of desktops/laptops using Microsoft 365 products.
• Proven experience in troubleshooting hardware and software configurations.
• Effective analytical, consultative, and problem‑solving skills, with the ability to train others on technical material, including software applications and hardware.
• Understanding of the systems development process and solid knowledge of business processes.

• Computer hardware trends
• Networking basics (TCP/IP, patch panels, subnets, VPNs)
• Printer troubleshooting
• Active Directory
• Group Policy
• Office 365 administration
• Azure administration
• Basic Windows server functions

• Normal working hours: 8:00 a.m. to 5:00 p.m. Monday through Friday. Additional time may be required during heavy workloads or to meet deadlines.
• Ability to sit for long periods, communicate verbally and in writing, and handle long periods of screen time.

Safety is a core value  employees are expected to be mentally alert and to work safely at all times. Employees must adhere to all safety warnings and posted safety signs whenever on company property and follow all NAES safety rules and procedures. Effectiveness in carrying out this responsibility is part of employee performance evaluation.

NAES is committed to a diverse and inclusive workplace. We seek employees of the highest quality and select individuals on the basis of merit and competence, without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, military status, or any other basis of discrimination prohibited by applicable local, state, and federal law.