Southern Company IT Services Specialist in Wake Forest, North Carolina
IT Services Specialist
Wake Forest, NC •Corporate-IT
PowerSecure is currently seeking an IT Services Specialist in our Wake Forest and Durham, NC offices. The Support Services Specialist provides tier 3 technical assistance and support related to user computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. Collaborates on projects with teams to fulfill business needs. Adheres and contributes to Sarbanes-Oxley regulations and compliance. This role requires strong technical and creative problem-solving mixed with client support and service.
The Support Service Analyst will also perform root cause analysis, develop checklist for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, and mobile devices. This position may require independent work, sharing information and assisting other with work orders.
Duties and Responsibilities
Provide expert technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Provide expert technical assistance escalated from tier 1 and tier 2
Install, modify, and repair computer hardware, software, and peripherals.
Diagnose and resolve technical hardware and software issues
Respond to queries either in person, over the phone, or electronically.
Follow standard help desk procedures and log all help desk interactions.
Identify and escalate situations requiring urgent attention to the correct resource.
Document resolutions, create end user documentation, and train individuals on processes and/or technology.
Inform management of recurring or trending problems, with special focus on security, outages, or high-risk impact items.
Follow up with customers to ensure issue has been resolved.
Comply with all Sarbanes-Oxley regulations and management.
Participates in special projects and performs additional duties as required.
Provide after-hours support as needed and scheduled.
Participate in special projects and performs additional duties as required.
Procure and spec out new laptop models and test these models to ensure no compatibility issues are present.
Technical Business Partner for all departments
Perform user administration duties
PowerSecure, a Southern Company subsidiary, is a leading provider of innovative energy solutions to electric utilities and their industrial, institutional, and commercial customers. PowerSecure provides energy solutions in the areas of distributed energy infrastructure and energy efficiency.
We invest in high-value and cost-effective benefits for our employees. Our benefits package includes:
Medical, dental, vision and life insurance coverage
Competitive pay and a matching 401 (k) plan
Vacation, Company Holidays, Personal Days and Sick Days
Flexible spending accounts/Health savings account
Wellness Incentive Programs
Employee Referral Program
PowerSecure is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression or any other basis prohibited by law.
Associate degree in Computer Science or Business Information Systems or similar educational program Required.
Minimum of 5-7 years of hands on experience working in an end-user desktop support role or computer operations environment required
Understanding of basic network troubleshooting tools including: Ping, Telnet, Tracert and NSLookup
Familiar with Change Management practices. Image creation and deployment
Advanced knowledge of Microsoft Windows 8.x, 10 installation, troubleshooting, and support
Advanced knowledge of Microsoft Office 365
Experience with Helpdesk Management Software Required
A+ Certified Preferred
Operating Company: PowerSecure