IT Support Specialist, Tier II

About GoodLeap:

GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018.

GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

Position Summary:

The IT Support Specialist is part of our Employee Technology Enablement team, which owns IT support, from onboarding new employees to supporting our existing employee base across the US and Mexico. As an IT Support Specialist, you need to demonstrate competent IT literacy and ability around applications and systems. You will answer technical questions, troubleshoot problems, and guide users to gain productive use of our software and systems. Goodleap is seeking candidates with both interpersonal skills and technical IT knowledge and demands an ability to manage multiple high-level tasks under pressure.

Essential Job Duties & Responsibilities:

• Provide assistance for items escalated to level 2 help desk support.
• Answer staff questions about all company-supported hardware and software.
• Provide creative solutions for difficult, complex ongoing problems.
• Document problems, resolutions, and activities for future reference.
• Identify, analyze, and provide preventative solutions for problematic trends.
• Recommend improvements to IT operations and processes.
• Apply knowledge of enterprise-level, IT best practices.
• Automate to improve quality and reduce overhead.
• Provide technical training and new hire orientations as required.
• Participate in projects, tasks, and responsibilities including emergencies.
• Perform hardware and software installations.
• Maintain inventory by placing orders and tracking hardware and software.
• "Own" IT by having pride in your high-quality work.
• Display absolute integrity and discretion in performing support responsibilities.
• Other duties as assigned.

Required Skills, Knowledge & Abilities:

• Good interpersonal skills, including the ability to clearly communicate with less technical individuals.
• Solid knowledge of general office software: Windows 10, 11, MS Office, etc.
• Knowledge of company-supported applications such as Office 365, Exchange, Active Directory, DNS, and virtual machines.
• Experience with desktop hardware, software applications, operating systems, and LAN connectivity.
• Experience with Office 365 integration is a plus!
• Ability to learn and support new software.
• Microsoft certifications are desired, but not required.
• 3-5 years of professional experience.

Additional Information Regarding Job Duties and Job Descriptions:

Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you! Apply today!