Service Support Analyst

Brief Description of SunnovaSunnova (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 POSITIONSunnova 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 RESPONSIBILITIESOversee 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.Manage case system requests either in-person or over the phone; maintain timely and accurate help desk request records using ticketing system.Walk customers through the problem-solving process from ticket to completion.Install, modify, and repair computer hardware and software.Create and manage new user accounts from over fifty local and cloud-based systems.Run diagnostic programs to resolve problems.Install computer peripherals for users.Monitor licensing utilization and hardware inventory.Test pending software updates.Prepare progress reports for all work performed and maintain time-logging for cases.Review scheduled audit tasks.Respond to threats to Sunnova users like phishing, vishing, malware, and other end-user challenges.MINIMUM REQUIREMENTSAssociate 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 troubleshooting desktops, laptops, and other office peripherals in an office setting; experience configuring and troubleshooting smartphones (iOS, Android).Legally authorized to work in the US for ANY employer.PREFERRED QUALIFICATIONSBachelor’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 ABILITIESWorking 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 of 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 CONDITIONSOpen-office environment.Flexible hybrid schedule – office and home opportunities.PHYSICAL REQUIREMENTSAbility 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.BENEFITSSunnova 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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