Job Summary:
ERock is a leader and innovator in distributed energy, known for becoming the first smart-grid supplier to US energy consumers. The Helpdesk Analyst will serve as the first point of contact for technical support, providing high-level customer service while troubleshooting and resolving technical issues related to various operating systems and applications.
Responsibilities:
• Serve as the first point of contact for technical support requests and provide a high level of customer service in all user interactions.
• Troubleshoot and resolve issues related to Windows and MacOS endpoints, Microsoft 365 applications, identity and access management, and basic networking.
• Manage user lifecycle activities including onboarding, offboarding, account provisioning, device management, licensing, and access requirements.
• Support collaboration and endpoint management tools including Teams Rooms, Intune policies, device compliance, provisioning, and resets.
• Collaborate with cross-functional IT teams to support system upgrades, deployments, and operational improvements.
• Contribute to knowledge base documentation, end-user training, and process improvements to reduce recurring support issues.
Qualifications:
Required:
• Bachelor’s degree in Information Technology, Computer Information Systems, Computer Science, or equivalent practical experience.
• 3–5 years of experience in IT support, service desk, or helpdesk environments.
• Working knowledge of: Microsoft 365 administration (basic to intermediate), Windows OS, MacOS, iOS, and common business applications, Identity and access administration
• Ability to clearly document technical issues and resolutions, including problem descriptions, troubleshooting steps, and resolution notes.
• Strong communication skills with the ability to explain technical concepts in a clear, user-friendly manner.
• Demonstrated ability to manage multiple priorities effectively in a fast-paced environment.
Preferred:
• Relevant certifications preferred, including: CompTIA A+ and/or Network+, Microsoft certifications such as MS-102, MS-700, MS-900, SC-300, or AZ-104
• Experience supporting Microsoft 365, Entra ID, Exchange Online, and endpoint management tools.
• Familiarity with remote monitoring and management (RMM) or ITSM platforms.
• Experience troubleshooting network connectivity issues including LAN/WAN and VPN environments.
• PowerShell troubleshooting and automation experience preferred.
• Experience supporting a distributed or field-based workforce is a plus.
Company:
With electricity demand soaring and stress to the grid growing, ERock offers answers. Founded in 2006, the company is headquartered in Houston, USA, with a team of 201-500 employees. The company is currently Growth Stage.