Analyst, Service Support – Asset Control

Brief Description of Sunnova
Sunnova (NYSE: NOVA) is revolutionizing the energy industry as a leading Energy as a Service (EaaS) provider of solar, battery storage, EV charging, and other energy solutions with customers spanning the U.S. and its territories. Founded in 2012, our goal is to provide homeowners, businesses, and communities with a better energy service at a better price – making clean, renewable energy more accessible, reliable, and affordable. At Sunnova, we believe that our success comes from the diversity and creativity of our people. Our team is made up of forward-thinkers who are passionate about changing the energy industry for the better, and we're looking for like-minded individuals to join us. We encourage our people to push beyond traditional limits and explore new horizons – because only then can we truly transform the world for the better. If you're excited about being a part of the fastest-growing segment of the energy industry, we want you on our team!
The Analyst, Service Support – Asset Control Position 
Sunnova Energy is searching for an Analyst, Service Support for Asset Control 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. 

Analyst, Service Support Responsibilities

• 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 
• Backstops our Access Control team who creates and manages new user accounts from roughly 100 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 
• 6+years’ of progressive IT support role experience 
• Successfully delivers superior customer service 
• Experience supporting, configuring and trouble-shooting desktops, laptops, and other office peripherals in an office setting; experience configuring and troubleshooting smart phones (iOS, Android)

Preferred Requirements

• 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
• Is a key member of our Asset Management team who will be coordinating ordering, shipping and receiving of hardware.   Regular analysis of onboarding and offboarding users related to properly issuing hardware and checking hardware back in.   Audit reports of the processes. 
• Analyzing license tracking for users across over