Mobile Noco Energy Jobs (NOW HIRING)

Job Summary:
NOCO Energy Corp. is seeking a customer-focused IT Service Desk Technician to serve as the primary point of contact for technical support and service requests. The ideal candidate will possess strong troubleshooting skills and a commitment to excellent customer service, ensuring timely resolution of user incidents and requests while assisting employees in maintaining productivity.
Responsibilities:
• Primary contact for customer requests and issues requiring IT involvement.
• Responsible for identification, logging and categorization of all end user requests and incidents related to IT products and services.
• Accountable for detailed troubleshooting and information gathering via customer conversations, log reviews, internet research, etc.
• Liaison between end users and technical teams to triage and gather additional information as required to determine root cause of reported incidents.
• Escalate issues and requests to higher level technical and application support tiers when unable to resolve requests using available tools or documentation.
• Evaluate and respond to alerts from IT networking and system monitoring tools.
• Prompt resolution of requests and issues using held knowledge, following SOPs or Known Error resolutions and workarounds, via phone, email and in person.
• Support end user usage of company hardware devices, including laptop and desktop computers, printers, cell phones, tablets, scanners, and other business-related devices.
• Support end user usage of company desktop and mobile software including Windows operating systems, Microsoft 365 Business and collaboration applications, ERP and CRM platforms.
• Laptop and desktop configuration and deployment.
• User management, including on-boarding and off-boarding, lifecycle account management including password resets, account unlocks, access management, software licensing, Active Directory changes.
• Preparing training manuals and FAQ materials for easy-access end-user guidance on IT services.
• Document procedures and knowledge in the IT Knowledge Base.
• Looks for opportunities for operational improvements and makes recommendations to optimize IT performance or prevent future problems.
• Communication to end users during major outages, planned maintenance and other information relays when required.
• Ensures agreed upon SLA's are continually met and/or exceeded.
• Periodically support user’s after-hours as part of the IT after-hours support rotation.
Qualifications:
Required:
• Bachelor’s degree or equivalent work experience
• Proficiency with Microsoft Windows 10/11 operating system, productivity desktop software
• Must be able to work well in a fast-paced, diverse environment
• A positive customer-first attitude with a drive to help the business achieve its goals
• Commitment to integrity and ethical behavior
• Team player able to work with associates at all levels
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 10 pounds at times
Preferred:
• Degree in Information Systems, Computer Science or related field a plus
• Experience with Microsoft 365 products a plus
• Experience supporting Microsoft Dynamics D365, Microsoft Dynamics NAV, Epicor P21 or Service Titan a plus
Company:
With a rich history spanning more than 90 years, NOCO is a leading full-service energy company servicing customers across Upstate New York. Founded in 1933, the company is headquartered in Tonawanda, NY, US, , with a team of 201-500 employees. The company is currently Growth Stage.