IT Support Specialist

About Us

The American Clean Power Association (ACP) is the leading voice of today’s multi-tech clean energy industry, representing energy storage, wind, utility-scale solar, clean hydrogen, and transmission companies. ACP is committed to meeting America’s energy and national security goals and building our economy with fast-growing, low-cost, and reliable domestic power. Learn more .

The IT Support Specialist is a key member of the IT team, responsible for providing comprehensive technical support to end users in a hybrid office work environment. This role primarily involves troubleshooting and resolving technical issues related to Microsoft 365 and various other software and hardware. The IT Support Specialist ensures high quality customer service and optimal system functionality by assisting with hardware and software ticket requests, maintaining detailed records of customer interactions, and contributing to the improvement of IT procedures.

The ideal candidate is tech-savvy, possesses excellent interpersonal and communication skills, and is committed to delivering high-quality customer service. This individual will interact with all levels of staff within ACP, across all departments and disciplines, and must demonstrate exceptional people skills with a professional and solutions-oriented approach to work. The renewable energy industry is a fast-paced, emerging space, and ACP staff reflects that and manages priorities accordingly.

This individual will need to have excellent written and verbal communication skills, the ability to juggle simultaneous projects, and thrive in a collaborative, high performing environment.

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodation may be made to enable an individual with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.

• Serve as the first point of contact for end users (ACP staff) seeking technical assistance over Teams and email.
• Monitor and prioritize helpdesk tickets to ensure timely resolution in accordance with service level expectations.
• Troubleshoot and resolve desktop, laptop, mobile device, printer, and peripheral problems in a timely manner.
• Install, configure, and maintain operating systems, business applications, and endpoint devices.
• Configure and support printers, docking stations, monitors, VPN connectivity, and mobile device access for end users.
• Support conference room technology, audiovisual equipment, and collaboration tools for meetings and events.
• Escalate complex or unresolved issues to the next level of IT support personnel.
• Log and update the status of IT tickets in the helpdesk ticketing system, resolving and closing tickets in a timely manner.
• Follow up with end users to ensure all issues are appropriately addressed and resolved, ensuring a high level of customer service and support.
• Support and contribute to the successful implementation of new technology, projects, and processes.
• Assist in software rollouts, system upgrades, security updates, and technology improvement initiatives across the organization.
• Create and maintain standard operating procedures (SOPs), user guides, and knowledgebase articles.
• Collect and share feedback from end users with IT and internal teams to support process and systems improvement.
• Maintain accurate inventory records for IT hardware, peripherals, and software assets.
• Provide accurate guidance and advice to end users on IT products or services.

• Bachelor's degree in Information Technology, Computer Science or relevant field strongly preferred or equivalent…