Service Desk Technician II - REMOTE

Description E Source is seeking a Service Desk Technician Level 2 to join our Biztech team. This person will provide day-to-day support for the company’s technology and facility needs. This role involves resolving basic to complex user issues, performing root cause analysis, systems administration responsibilities, and collaborating with and escalating to Level 3 when necessary. Who Is Biztech Biztech isn’t your typical IT department. We support a wide range of operational needs extending beyond traditional IT to include facilities and other workplace essentials. Our internal customers rely on us to solve whatever hinders their work, whether that’s tech issues, the need for new tools, support for company functions, or ensuring a smooth working environment. If something is broken or confusing, they come to us first. A Little About E Source E Source combines industry-leading research, data science, and consulting to help utilities make and implement better data-driven decisions that positively impact their customers, their bottom line, and our planet. Headquartered in Boulder, CO, we have teams across the US and Canada. Learn more at How You’ll Help

• Advanced troubleshooting, including desktop, application, and network issues. You’ll use diagnostic tools and logs to identify and resolve issues.
• System administration support. You’ll assist with managing core Biztech systems under supervision, like user account provisioning, permissions, and SaaS administration.
• Documentation. You’ll maintain detailed records of issues, resolutions, and processes in the ticketing system, and create new and updating existing documentation.
• Collaboration. You’ll work closely with other service desk staff, the service desk supervisor, and the system operations team to ensure seamless support and knowledge transfer.
• Customer Service. You’ll provide timely and professional support to internal users, ensuring high satisfaction and adherence to service level agreements.

Your Skills And Qualifications

• Proficiency with Windows and macOS environments, iOS devices, Microsoft 365, and basic networking concepts.
• Hands-on experience with ticketing and remote support systems (e.g., Jira Service Management, Freshservice).
• Strong written communication skills for documentation and end-user correspondence.
• Demonstrated ability to prioritize and manage multiple tasks in a dynamic environment.
• Experience with SaaS administration and Microsoft Office and SharePoint management.
• A creative and analytical mindset with a strong desire to explore and innovate.

What Will Make You a Great Fit

• You have solid experience following process, using a ticketing system, and collaborating with colleagues.
• You’re a creative thinker who can work independently and handles diverse challenges, bringing innovative solutions to the team.
• You show aptitude with technology and computer systems.
• You’re willing to face frequent new challenges and proactively seek the resources and assistance you need to solve them.
• You have strong written and verbal communications and a friendly and professional demeanor.
• You’re hardworking, trustworthy, and organized with a strong ability to multitask; you bring a can-do attitude along with the ability to learn quickly and adapt to a growing and changing work environment.
• You can lift up to 25 pounds; you must be able to sit, stand, stoop, crouch, and reach.

What You Can Expect

• Excellent insurance options, including medical, dental, and vision plans; company-paid life insurance; company-paid long- and short-term disability insurance; and medical and dependent-care flexible spending plans.
• A flexible time off (FTO) program where you can take as many paid days off per year as you need, with manager approval, while fulfilling your work obligations and ensuring proper coverage of your responsibilities.
• Flexible schedules, flexible work locations, and a paid parental leave benefit.
• A 401(k)/RRSP plan with a 3% employer match.

The Budgeted Salary For This Position Is$55,000 to $65,000 + annual bonus up to 5%. Actual pay will be adjusted based on experience. While we’d love to have you based near one of our offices, this isn’t a requirement—we welcome candidates from all locations. Our offices are located in: Boulder, CO, Madison, WI, Nashville, TN, and Phoenix, AZ. Hours are standard business hours. There are no on-call or weekend hours required with this position. Applicants must be authorized to work for any employer in the US or Canada. We’re unable to sponsor or take over sponsorship of employment visas or Labour Market Impact Assessments (Cdn) at this time. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Employees of E Source are encouraged to apply. To foster a positive work environment and company culture, we support our employees in their career growth at E Source. If you are interested in similar job opportunities in the future, visit the E Source careers page for a listing of all open positions and contact Human Resources. We contact applicants directly via email using only our designated company email addresses with the domain of @esource.com. Please do not provide personal information to anyone over email and be wary of other accounts impersonating businesses.