Service Desk Analyst

THE COMPANY HASI (NYSE: HASI) is a leading climate positive investment firm that actively partners with clients to deploy real assets that facilitate the energy transition.

With more than $12 billion in managed assets, our vision is that every investment improves our climate future. For more information, please visit www.hasi.com. Position Summary The Service Desk Analyst serves as the initial point of contact for IT and customer support for our team and ensures proper operation of workstations and other endpoints, enabling end users to focus on business tasks.

This includes receiving, prioritizing, documenting, and actively resolving end-user support requests, as well as tier 1-2 functions. Problem resolution may involve logistical support, the use of diagnostic and tracking tools, as well as require that the individual supports end-user computing, special events, and meetings. The cornerstone of the Service Desk Analyst role is to provide end users with a superior trustworthy support experience that includes individualized service, one-on-one support, hands-on training, clear communication, and regular follow up.

Responsibilities Onsite appearance, providing prompt and responsive in-person and remote end-user IT support with an emphasis on providing excellent customer and user experience Respond to IT support requests submitted by email, trouble ticket, phone, or in-person Escalation and hand-off of requests when appropriate Provide personal, attentive service to end users, regardless of the simplicity or complexity of the request Identification and triage, including business impact, security events, and outages Consistently follow up on outstanding requests and ensure timely, documented resolution, as well as, that all needs are met and issues are resolved Support Windows 10 and Windows 11 desktop environments Manage SaaS applications and related user accounts and access privileges Configure workstations, desktop peripherals, and other user-facing technology Perform on-boarding/off-boarding processes and functions to include equipment sourcing and assignment and new hire training/orientations Support technology throughout the office, including collaboration tools, audio, and video equipment, and conference room technology Support mobile computing including, phones, tablets, laptops, VPN, and Wi-Fi Manage and monitor internal assets to ensure equipment is stocked, functional, and inventory is maintained Support email, file server, printing, and other day-to-day operational needs of users Provide computer and software training and prepare training materials as needed Configure and deploy software installation and update packages Diagnose, research, repair, resolve, and document hardware and software issues Troubleshoot computer networking issues Perform PC upgrades, including asset management, OS installation, profile migration, and data security Perform maintenance, engage in incident response, and provide support with minimal notice and/or outside of traditional business hours on occasion when needed to support team operations Other duties and projects may be added and/or assigned as needed Qualifications 2 years' experience configuring and servicing computer hardware 2 years' experience configuring and managing Windows operating systems 2 years' supporting professional environments Exceptional, demonstratable customer service orientation Experience supporting VIPs or providing customer support in other high-stakes, high-expectation environments Experience working with a ticketing system Working knowledge of modern operating systems CompTIA A or Network, or other comparable certification preferred Working knowledge of Microsoft 365 product configuration, including Outlook, Word, and Excel Experience working with remote support tools Experience using configuration or mobile device management tools preferred Excellent interpersonal (verbal and written) communication skills are required to support working in project environments that includes internal, external, and customer teams Highly motivated and self-directed Ability to manage multiple priorities and to quickly assess and adjust to changing priorities Ability to quickly identify and resolve technical problems or escalate without delay EEO STATEMENT The Company maintains a policy of non-discrimination in employment and complies with and supports all Federal, state, and local laws regarding discrimination in employment. Specifically, the Company does not discriminate in employment opportunities or practices against any employee, intern, or applicant on the basis of race, color, gender, sex, sexual orientation, gender identity, religion, ancestry, national origin, age, citizenship status, marital status, pregnancy (including childbirth, lactation, or related medical conditions), mental or physical disability, veteran status, uniformed servicemember status, genetic information (including testing and characteristics), or any other characteristic to the extent prohibited by federal, state, or local law. Decisions regarding staffing, selection, and promotions are made on the basis of individual qualifications related to the requirements of the position.