Helpdesk Analyst

Description

We are ERock!

ERock is a leader and innovator in distributed energy. ERock has responded to long-term trends in electricity by becoming the first smart-grid supplier to US energy consumers. The company installs, operates, and integrates its highly flexible, low-cost, and quick-response distributed generation to increase reliability and stability, reduce costs and decrease carbon footprint.

At ERock, our backup generators ensure that customers will never be without power, allowing their business to operate normally when there is an outage in the area. Our innovative approach provides customers with highly reliable, ultra-clean backup generation at a fraction of the cost of traditional backup solutions. We seek those who share our commitment to customer service, innovation, and ingenuity.

Key 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.

Requirements

Basic (Required) Qualifications:

• 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 Qualifications:

• 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.

Benefits:

• Competitive Pay
• Medical, Dental, Vision, and Prescription Drug Insurance
• Company-Paid Life Insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA) with a company contribution
• Wellness Programs and Incentives
• 401(k) Retirement Plan & Company Match
• Paid Time Off – Sick & Vacation Time
• Paid Holidays
• Cool Open-Office Concept

Do you have what it takes to join the ERock team? Send us your cover letter and resume today.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ERock is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

At ERock, we embrace diversity, including all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education — to name a few. We understand and recognize that diverse backgrounds and perspectives strengthen our teams and our business. The foundation of our diversity efforts is closely tied to our core values specifically our value of “The Team” which includes “Mutual Respect, Openness, and Honesty.”