About Us

Every moment of every day, people around the world rely on the energy they access through infrastructure built by Quanta. Comprising the largest skilled-labor force in North America, our employees are highly skilled and innovative, continually working to connect people and power. We’re building the infrastructure that supports the energy transition, and there are more opportunities than ever to be part of our team. Join us and build your career building a brighter future.

Imagine what you could do here. We encourage, inspire, and support our people to seize opportunities in our corporate office and with hundreds of our operating companies worldwide that provide solutions for the utility, renewable energy, electric power, industrial, and communications industries.

Quanta actively promotes and maintains a culture of belonging where all employees can be themselves, live their values, and find opportunities to succeed. When you join our team, you join a dynamic organization in which career development is encouraged, excellence is rewarded, and diversity is prized. Come find out how our people power modern life.

About this Role

SUMMARY

The Deskside Support Analyst is responsible for providing personal computing (HW), software (SW), operational system (OS), Application (APP), mobile connectivity & associated peripherals focused service request fulfillment, incident resolution, asset lifecycle and client relationship management services. Serves as team lead, providing technical and functional guidance to other members of the team and will serve as first level of escalation for issues and other requests.

What You'll Do

ESSENTIAL/ NON-ESSENTIAL JOB FUNCTIONS

Incident Resolution

• Provides documented break/fix solutions to resolve interruption or performance degradation issues with existing personal computing services with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP, mobile connectivity & associated peripherals, including workstation, peripheral or component troubleshooting and replacement, SW uninstall/reinstall and OS reimaging.

• Provides overall guidance, direction and support to other analysts.

• Recognizes, documents and addresses more complex and/or systemic problems and work with other technology support teams when required.

Service Request Fulfillment

• Provides new instances of available services to address new or expanded business requirements with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP & associated peripherals, including deployment, repositioning and recovery, SW installs/uninstalls and OS imaging.

• Proposes and evaluates new service offerings, advocating customer requirements and perspective and maintaining alignment with IT roadmap.

Asset Lifecycle Management

• Provides timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit and refresh activities including status, location, assignment and others.

• Recognizes, documents, resolves and escalates anomalies and inconsistencies between and within observed physical assets and recorded asset information.

Knowledge Management

• Solicits, collaborates on and authors, reviews and/or edits client facing knowledge content to enable self-service and lowest cost of service.

• Take ownership of and periodically review client facing knowledge bases content for accuracy, completeness and continuing applicability

Client Relationship Management

• Engages clients to promote services and manage expectations for HW, SW, OS, APP, mobile connectivity & associated peripherals focused incident resolution and request fulfillment services.

• Advocates the client perspective within Information Technology with an emphasis on personal and computing HW, SW, OS, APP, mobile connectivity & associated peripherals to ensure business objectives and requirements are incorporated into deliverables.

• Manages the relationship between clients and other IT teams.

Specialized Support Services

• Provides specialized incident resolution and request fulfillment services having demanding performance standards such as after-hours support, executive support and other services as scheduled and/or assigned.

• Provides other required support services during peak demand periods and other high volume scenarios as necessary.

General Functions

• Applies and adheres to established company and location safety values, culture and work processes & procedures; actively participate in safety rituals.

• Performs other duties as assigned.

What You'll Bring

EDUCATION AND EXPERIENCE REQUIREMENTS

Required Education and Experience:

• Associate degree in computer science or other related discipline is required.

• Minimum of 8 years of experience with at least 5 years in Information Systems and 3 years in a directly related position with a mid to large size company.

• Experience supporting HP, Dell and/or Lenovo workstations.

• Experience supporting mobile/remote connectivity solutions specifically 3G/4G mobile broadband and virtual private networking (VPN).

• Experience with Microsoft SCCM.

• Experience supporting multifunction devices (MFDs) and printers.

• Experience working with IT Service Management systems.

• Experience working with IT Asset Management systems.

• Experience working with Knowledge Bases.

Preferred Education and Experience:

• Bachelor’s degree in computer science or other related discipline in combination with required experience mentioned above.

• Experience performing other Customer Service/Facing related roles is considered a plus.

LICENSES / CERTIFICATIONS

• ITIL Foundations Certification required

• Comp TIA A+ - required

• ITIL Foundation - required

• MCITP - preferred

• MCDST - preferred

• HDI Desktop Support Technician - preferred

SUPERVISORY RESPONSIBILITIES

Supervises others: No

Has hiring and terminating responsibilities: No

Number of employees report to this job: 0 Subordinate Supervisory Employees, 0 Non-Supervisory Employees

BUDGETARY RESPONSIBILITY

Direct amount: $ 0

Indirect amount: $ 0

TRAVEL REQUIREMENTS

Travels: Yes, minimal, as needed

Percent of time: up to 10%

KNOWLEDGE / SKILLS / ABILITIES

Language Skills:English – fluent, Spanish – Intermediate level of knowledge preferred

Mathematical Skills:Basic level required

Reasoning Skills/Abilities:Intermediate level required

Computer Skills:all mentioned below computer skills are required

• Windows OS – advanced level;

• Computer Management Applications (Console) – advanced level;

• Active Directory (Accounts, Groups, GPs, Security) – intermediate level;

• MS Office Suite – intermediate level;

• Exchange and Outlook – advanced level;

• Imaging – advanced level;

• Software Deployment – advanced level;

• Desktop Native Applications – intermediate level;

• Cloud Applications – intermediate level;

• Client-Server Applications – intermediate level;

• Mobile Applications – intermediate level;

• Browsers – advanced level;

• Add-ons and others related to the function certifications are preferred.

COMPETENCIES

• Customer service oriented and proactive in anticipating and resolving problems while maximizing efficient use of available IT

• Uses excellent problem-solving, communication, and interpersonal skills along with a patient, positive, and customer-friendly attitude within a team

• Demonstrates outstanding customer orientation and desire to restore and enable client productivity; drives resolution and fulfillment to closure on first contact.

• Communicates effectively and efficiently with technical and non-technical audiences at all levels of organization; utilizes appropriate communication channels for given situations; employs a range of communication styles and techniques; acts as a Subject Matter Expert (SME) for client relationship management.

• Acts professionally and tactfully at all times and in all situations; maintains a professional demeanor and appearance; recognizes, being sensitive to and be respectful of global and cultural diversities; fulfills role as the “Voice of Information Technology”.

• Produces high quality work results with a sense of urgency while maintaining a high level of focus on detail, exactness and completeness.

• Performs work in a client embedded environment under direct supervision and/or indirect oversight of lead & more experienced analysts and management; recognizes, navigates and influences organizational and interdepartmental politics; manages multiple tasks and priorities.

• Documents incident resolution & service request fulfillment activities consistently, concisely and accurately in writing using correct grammar and spelling utilizing service and asset management tools and systems.

• Acquires and maintains a high level of knowledge of relevant products, current support policies and procedures and methods of support delivery.

• Builds leveraging relationships & teamwork environment with clients, peers and other IT teams that facilitate knowledge and information sharing; contribute to team’s body of knowledge; being recognized as a dependable member of team and a source of positive energy and attitude for clients and team.

• Provides guidance to other analysts, assisting IT leadership to propagate collaboration among teams and to increase the effectiveness of the overall IT department.

• Completes tasks timely and deliver specific results related to projects, initiatives and other special assignments.

• Provides support for new technologies.

• Develop and update processes and procedures that improve the efficiency and quality of IT Service Delivery team’s work

• Provides expert technical advice and input in developing and creating new service offerings or technologies.

• Must have Excellent professional presentation, excellent communication and documentation skills.

  This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees of Quanta Services are expected to perform tasks as assigned by supervisory personnel, regardless of job title or routine job duties

Equal Opportunity Employer

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, national origin or ancestry, sex (including gender, pregnancy, sexual orientation, and/or gender identity), age, disability, genetic information, veteran status, and/or any other basis protected by applicable federal, state or local law.

We are an Equal Opportunity Employer, including disability and protected veteran status.

Apply Here (https://careers-quanta.icims.com/jobs/4754/senior-it-deskside-support-analyst/job?mode=apply&apply=yes&in_iframe=1&hashed=-336060817)

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ID2024-4754

CategoryInformation Technology

Position TypeFull-Time Regular

LocationUS-TX-Houston

Workplace TypeOn-Site