At NRG, we’re bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.

Job Summary:

Help Desk Admin is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solutions. They must also be customer-oriented and patient to deal with difficult customers.

Essential Duties/Responsibilities:

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  First point of contact in all computer hardware, software, and telecommunications problems and requests. Use remote capability to assist with troubleshooting.
• Provide customer service/help desk/technical support experience that includes migration support, MS Office and desktop configuration.
• Desktop site support - Determine the best solutions based on the issue and details provided by customer
• Provide support and resolve problems related to installed computer software.
• Troubleshoot printer connection issues
• Maintain support materials: edit, update, and generate support documents for knowledgebase.
• Active Directory Administration including account creation, shared mailbox creation, security group creation, and file share access
• Webex account creation
• P2C account creation and reset
• Password Resets for various websites/applications
• Document and log incidents ticket using Service Now tracking tool.
• First level support company email on mobile devices
• Create and provide support for SFTP configuration and access
• Provide support for VPN software connection issues
• Vendor VPN account creation

Working Conditions:

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  Open office environment.
• Some overtime required as special projects arise.
• Travel 10%

Minimum Requirements:

• Ability to work independently and in a team environment
• Ability to work under time pressures while maintaining a customer service attitude
• Experience in troubleshooting hardware, software and network connectivity issues
• Must have an understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
• Self-motivated with attention to detail
• Organizes workload, sets priorities and works within deadlines
• Effective communication and interpersonal skills
• Maintains confidentiality of information
• Must have flexibility for working rotating on call schedule and backfilling for peers when coverage is needed.

Preferred Qualifications:

• Ability to work independently and in a team environment
• Ability to work under time pressures while maintaining a customer service attitude
• Experience in troubleshooting hardware, software and network connectivity issues
• Must have an understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
• Process and understanding Terminations
• Self-motivated with attention to detail
• Organizes workload, sets priorities and works within deadlines
• Effective communication and interpersonal skills
• Maintains confidentiality of information
• Must have flexibility for working rotating on call schedule and backfilling for peers when coverage is needed.

Additional Knowledge, Skills, and Abilities:

• 
  Communication, Ability to work under pressure, attention to detail, decision making, time management, identify process improvement, self-motivation, conflict resolution, redirecting problems to appropriate resources, leadership, adaptability

Physical Requirements:

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  Occasionally requires lifting as appropriate to perform duties and responsibilities.

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NRG Energy is committed to a drug and alcohol free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Human Resources