Sr. Service Desk Analyst

Sr. Service Desk Analyst

About PROENERGY

PROENERGY is an engineering, R&D, and manufacturing powerhouse. The company addresses every need for fast-start power generation: turbine and package manufacturing, turnkey project execution, power purchase agreements, and asset lifecycle care for turbines and plants. Where others see impossible energy challenges, PROENERGY provides innovative aeroderivative solutions.

Our Footprint

PROENERGY delivers fast-start, dispatchable power solutions from worldwide centers for aeroderivative excellence. We are investing more than $1 billion through 2028 in infrastructure to serve our customers.

In Sedalia, Missouri, our 600,000 sq ft Center for Excellence in Manufacturing-a world-class investment in fast-start power and the only campus of its kind in the world-is growing by 40 percent.

In Houston, Texas, our 500,000 sq ft Center for Excellence in Lifecycle Care features a Level-IV depot and aero repair facility, which executes comprehensive services for aeroderivative engines under one roof.

In Kansas City, we have an office with an Engineering team that supports our sought-after solutions for turnkey projects and contracted power.

And our worldwide service centers ensure local service expertise near our customers. Our expanding service footprint includes Phoenix, Buenos Aires, New Brunswick, and additional locations in Europe, Australia, and Southeast Asia.

Our Philosophy

We take care of our people and strive to make a positive difference for the world. We offer competitive pay, excellent benefits that include Medical, Dental, Vision, and Life/Disability Insurance at minimal cost to the employee, 10 paid holidays, paid time off, and a 401K plan. If you are looking for a rewarding career and possess specialized knowledge and quality-oriented problem-solving skills, we encourage you to apply today.

Position Summary

The Sr. Service Desk Analyst provides advanced technical support for complex end-user issues while mentoring junior analysts and maintaining high service quality standards across PROENERGY''s global operations. This role serves as a technical escalation point for challenging problems, leads knowledge transfer initiatives, and helps develop team capabilities while ensuring excellent customer service for employees across our global energy operations. The position requires deep technical expertise combined with strong communication skills to resolve complex issues and guide less experienced team members in supporting our critical energy infrastructure.

The Senior Helpdesk Analyst serves as the lead technical resource and subject matter expert for end-user computing across PROENERGY's global operations. This role provides advanced support for complex issues, establishes enterprise standards for helpdesk operations, develops knowledge resources, and advises IT leadership on user experience and technology adoption strategies.

The Senior Helpdesk Analyst also mentors junior staff, leads service improvement initiatives, and exercises independent judgment in designing support processes, recommending technology solutions, and aligning helpdesk operations with enterprise IT policies.

Reports To: Sr. Manager, Service Delivery

Work Location:6401 North Eldridge Pkwy, Houston, TX 77041

Position Responsibilities

Advanced Technical Support

• Provide Level 2 technical support for complex hardware, software, and network connectivity issues across global operations
• Troubleshoot advanced Windows, macOS, and mobile device problems requiring specialized knowledge and expertise
• Resolve complex Microsoft 365 issues including Exchange Online, SharePoint, Teams, and OneDrive for global workforce
• Support VPN connectivity, remote desktop, and virtual collaboration technology problems for field operations
• Diagnose and resolve printing, peripheral, and hardware compatibility issues in office and industrial environments
• Coordinate with infrastructure teams for server, network, and application-related user problems affecting business operations
• Evaluate recurring issues and implement preventive measures, standards, or process changes
• Advise IT leadership on technology configurations, policies, and long-term service desk strategies
• Support specialized engineering software and industrial applications used in energy operations

Escalation Management and Problem Resolution

• Serve as primary escalation point for junior analysts on complex technical issues requiring advanced troubleshooting
• Research and resolve recurring problems to prevent future incidents and improve service reliability
• Create and maintain detailed problem resolution documentation and knowledge base articles for team reference
• Coordinate with vendors and specialized technical teams for escalated issues affecting critical business systems
• Track and manage complex tickets through resolution ensuring timely closure and customer satisfaction
• Conduct root cause analysis for systemic issues affecting multiple users or business operations
• Participate in major incident response and coordinate technical resources during service outages

Knowledge Management and Documentation

• Develop and maintain helpdesk policies, procedures, and documentation to ensure consistency and compliance
• Analyze helpdesk performance metrics, identify trends, and recommend operational improvements to management
• Oversee knowledge management efforts, ensuring creation and maintenance of troubleshooting guides, FAQs, and training resources for common issues
• Create user guides and self-service documentation for business applications and procedures
• Update and improve existing documentation based on new technologies and evolving business requirements
• Conduct knowledge transfer sessions with team members on new technologies, solutions, and best practices
• Maintain accurate asset information and configuration details in IT management systems
• Document lessons learned and best practices for continuous team knowledge sharing and improvement
• Support training documentation for energy sector-specific applications and compliance requirements

Team Mentoring and Leadership

• Mentor and coach junior service desk analysts on technical skills and customer service best practices
• Provide on-the-job training for new team members during onboarding process and skills development
• Lead technical training sessions on new technologies, applications, and support procedures
• Share expertise through informal coaching and collaborative problem-solving with team members
• Assist with performance improvement initiatives for team members requiring additional support
• Participate in hiring process by conducting technical interviews and skills assessments for new candidates
• Contribute to annual performance assessments by providing input on technical skill growth and service quality
• Support career development planning and certification guidance for junior staff

Customer Relationship Management

• Build strong relationships with frequent users and key business stakeholders across global operations, acting as a trusted advisor for employees and leaders regarding technology use and IT service expectations
• Proactively communicate with users during extended troubleshooting processes and service impacts
• Gather user feedback on service quality and identify improvement opportunities for service delivery and translate insights into strategic service improvements
• Represent service desk at user meetings, technology rollout sessions, business stakeholder meetings, and IT project rollouts
• Maintain professional, helpful demeanor during challenging support situations and high-pressure incidents
• Follow up with users to ensure complete satisfaction with problem resolution and service quality
• Support business continuity during critical operations and emergency response situations

Process Improvement and Innovation

• Identify opportunities for process improvements and automation to enhance service delivery efficiency and improve user experience
• Pilot new tools, evaluate results, and present recommendations for enterprise adoption
• Participate in technology evaluations and pilot programs for new tools and solutions
• Support implementation of self-service capabilities and user empowerment initiatives
• Contribute to service desk metrics analysis and performance improvement planning
• Collaborate with other IT teams on infrastructure improvements and user experience enhancements
• Support compliance and audit activities related to IT service delivery and documentation

Performance Standards

• Maintain >85% first-call resolution rate for escalated technical issues
• Achieve average resolution time of <2 hours for Level 2 support issues
• Complete >95% of assigned tickets within established SLA timeframes
• Maintain customer satisfaction score of >90% for all handled interactions
• Create minimum 5 new knowledge base articles per quarter for team reference
• Participate in 100% of assigned training and professional development programs
• Lead at least one service improvement or process enhancement initiative annually

Quality and Compliance

• Maintain accurate documentation for 100% of handled tickets and customer interactions
• Achieve >95% accuracy rate on technical assessments and quality audits
• Demonstrate continuous learning and adaptation to new technologies and business requirements
• Support compliance activities and maintain confidentiality of sensitive business information
• Participate actively in team meetings, improvement initiatives, and process development

Mentoring and Leadership

• Successfully mentor minimum 2 junior analysts with measurable skill improvement annually
• Complete annual technical certification or advanced training requirement
• Contribute to hiring and onboarding processes for new team members
• Support knowledge transfer and documentation improvement initiatives

Required Qualifications

• US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
• Successful candidate will need to satisfactorily complete pre-employment drug screen and background
• Must be able to speak, read, and write English fluently.

Education and Experience

• Bachelor's degree in Information Technology, Computer Science, or related field (Associate's degree with equivalent experience considered)5+ years of progressive helpdesk or end-user support experience, including responsibility for system/process design or policy input.
• Demonstrated ability to lead projects or initiatives within IT support
• Experience in manufacturing, energy, or industrial environments preferred
• Demonstrated experience mentoring or training junior technical staff
• Experience influencing service delivery strategy, standards, or compliance practices

Technical Expertise

• Advanced knowledge of Windows 10/11 troubleshooting, administration, and enterprise deployment
• Strong proficiency with Microsoft 365 applications, cloud services, and collaboration platforms
• Working knowledge of macOS, iOS, and Android device support in enterprise environments
• Experience with Active Directory, Group Policy, and user account management in complex environments
• Familiarity with networking fundamentals, VPN technologies, and remote access solutions
• Basic understanding of server infrastructure, virtualization, and cloud computing concepts
• Knowledge of industrial computing environments and operational technology considerations

Service Management Skills

• Proficiency with ITSM platforms (ServiceNow, Remedy, or similar enterprise tools)
• Experience with remote support tools (TeamViewer, Remote Desktop, LogMeIn, etc.)
• Knowledge of asset management and inventory tracking systems
• Familiarity with monitoring and diagnostic tools for proactive issue identification
• Understanding of ITIL service management processes and best practices

Communication and Leadership Skills

• Exceptional customer service skills with patience, empathy, and professional demeanor
• Strong analytical and problem-solving abilities for complex technical issues
• Excellent written and verbal communication skills for technical and non-technical audiences
• Ability to explain technical concepts clearly to users with varying technical backgrounds
• Strong attention to detail and documentation skills for knowledge management
• Capability to work independently with minimal supervision while maintaining team collaboration
• Leadership potential and mentoring abilities for team development

Industry Knowledge

• Understanding of energy sector operations and regulatory compliance requirements
• Knowledge of industrial control systems and operational technology environments
• Familiarity with global support operations and time zone coordination challenges
• Experience with business continuity and disaster recovery support procedures

Desired Qualifications

Advanced Certifications

• CompTIA A+ certification (required)
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL 3 Foundation or higher level certification
• Additional vendor certifications (Apple, Google, Cisco, VMware) valued
• Industry-specific certifications related to energy or manufacturing sectors

Specialized Technical Skills

• Experience with PowerShell scripting and automation for administrative tasks
• Knowledge of virtualization technologies and virtual desktop infrastructure (VDI)
• Understanding of mobile device management (MDM) platforms and enterprise mobility
• Familiarity with cloud computing platforms (Azure, AWS, Google Cloud)
• Experience with cybersecurity tools, endpoint protection, and security incident response
• Knowledge of backup and disaster recovery technologies and procedures

Advanced Experience

• Experience in global support operations with multi-site coordination
• Background in project management and process improvement methodologies
• Knowledge of compliance frameworks and audit support activities
• Experience with vendor management and technical escalation coordination
• Understanding of business analysis and requirements gathering processes
• Background in training development and curriculum design

Leadership and Development

• Experience leading technical projects or improvement initiatives
• Background in performance management and team development
• Knowledge of change management and organizational development
• Experience with budget planning and resource management
• Understanding of strategic planning and technology roadmap development

It is PROENERGY's policy to provide equal opportunity in employment to all its employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, national origin, marital status, ancestry, medical condition, military status, or any other characteristic protected by State or Federal law.