Brief Description of Sunnova
Sunnova (NYSE: NOVA) is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses.
At Sunnova, we embrace diverse perspectives, vibrant creativity and forward-thinkers who share our zeal for a sustainable future. A career with us means pushing beyond traditional limits, exploring new horizons, collaborating with like-minded peers, and transforming the energy industry for the better.
If you're excited about being a part of the fastest-growing segment of the energy industry, we encourage you to apply!
THE SERVICE SUPPORT ANALYST POSITION
Sunnova Energy is searching for an Analyst, Service Support to be responsible for ensuring effective computer operations so that end users can accomplish organizational tasks. This role provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The successful candidate must be a self-starter, able to manage multiple tasks simultaneously, work well under pressure, and own deliverables end to end.
SERVICE SUPPORT ANALYST RESPONSIBILITIES
•Oversee the transition of applications into the IT department, ensuring a smooth handover process.
•Create and maintain detailed knowledge base articles for each application.
•Work closely with application owners to gather necessary information and ensure documentation accuracy.
•Manages case system requests either in-person or over the phone; maintains timely and accurate help desk request records using ticketing system
•Walks customer through problem-solving process from ticket to completion
•Installs, modifies, and repairs computer hardware and software
•Creates and manages new user accounts from over fifty local and cloud-based systems
•Runs diagnostic programs to resolve problems
•Installs computer peripherals for users
•Monitors licensing utilization and hardware inventory
•Tests pending software updates
•Prepares progress reports for all work performed and maintains time-logging
•for cases
•Reviews scheduled audit tasks
•Responds to threats to Sunnova users like phishing, vishing, malware and other end-user challenges
MINIMUM REQUIREMENTS
•Associate Diploma plus additional training in IT support areas
•3+ years’ of progressive IT support role experience
•Successfully delivers superior customer service
•Knowledge documentation and/or Confluence experience
•Experience supporting, configuring and trouble-shooting desktops, laptops, and other office peripherals in an office setting; experience configuring and troubleshooting smart phones (iOS, Android)
•Legally authorized to work in the US for ANY employer
PREFERRED QUALIFICATIONS
•Bachelor’s degree in computer science or related field
•Experience with AWS, Identity and Access Management and Microsoft Azure administration
•Proficient using Salesforce.com and other cloud solutions preferred
ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES
•Working knowledge of Windows Servers 2012 Administration with Active Directory (Provisioning, Group Policies, OU, etc.) and Systems Management tools, as well as Azure AD Premium or AWS Active Directory service
•Working knowledge of Microsoft Windows 10/pro/enterprise and Apple OS for iPad/Mac
•Experience with PC imaging, PXE Boot and desktop management including application deployment and driver and .MSI file updates – SCCM and/or MS InTune, End Point Manager and Configuration Manager
•Experience with administering Office 365 – Microsoft Office’s Teams, Exchange, Excel, OneDrive and/or SharePoint
•Demonstrated knowledge of one or all of the following: SQL, Python, PowerShell and/or Selenium script ability
•Strong written, and oral communication skills, has a willingness to “do whatever it takes”, can contribute to a high energy and collaborative team environment; and maintains a high degree of professionalism
•Basic knowledge of VoIP/Cloud telephony systems like RingCentral; able to provide provision and setup new phones through administration of MAC addresses
•Experience utilizing a help desk ticketing system to record and track customer reported incidents and track time to cases
•Experience testing new software releases including internally developed systems
WORKING CONDITIONS
•Open-office environment
•Flexible hybrid schedule – office and home opportunities
PHYSICAL REQUIREMENTS
•Ability to periodically lift up to 50 pounds
•Ability to sit or stand for extended periods of time
•Finger dexterity working with small electronics on a regular basis
BENEFITS
Sunnova offers a generous employee reward package that includes:
•Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match.
•Competitive compensation & annual bonus
•Paid time off, including 11 holidays and Paid Parental Leave
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
We appreciate the capabilities of artificial intelligence (AI), and we are looking to hire real people. If you use AI for any part of the job application process, we highly encourage that you review any AI generated content to ensure your personality and unique capabilities are highlighted. We reserve the right to disqualify candidates that we reasonably believe solely relied on AI generated content in the application process.
If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.