IT Service Desk Technician

About the job

Who We Are

Arcadia is the global utility data and energy solutions platform. With our leading data platform, AI-powered analytics, industry expertise, and expansive partner network, we deliver solutions for every stage of the enterprise energy management lifecycle across carbon, cost, and reliability. Arcadia’s Enterprise Energy Management Solutions are built on a foundational data platform that has been developed for over a decade and scaled across millions of customer facilities. We transform fragmented data and siloed processes into coordinated, enterprise-wide action with comprehensive solutions including:

• Utility Bill Management: Lower utility costs and streamline bill management with automated bill payment, proactive error identification, optimized tariff structures, and budgeting & forecasting.
• Energy Procurement Advisory: Source clean energy through a comprehensive evaluation of supply options - including traditional retail options and onsite and offsite resources — to effectively manage risks, reduce costs, and achieve corporate sustainability goals.
• Sustainability Reporting: Achieve compliance goals and track carbon emissions with standardized energy data and seamless integration with leading sustainability platforms.

Tackling an enterprise client’s most critical energy challenges requires out-of-the-box thinking & diverse perspectives. We’re building a team of individuals from different backgrounds, industries, & educational experiences. If you share our passion for ushering in the era of the clean, cost-effective electrons, we look forward to learning what you would uniquely bring to Arcadia!

What we’re looking for:

Focuses on providing the first line of support for IT operations which is mainly responsible for incident and service request management in Jira. Also provides technical knowledge enhancement, manages the escalation process, and handles the critical process of account termination. Supporting the clients globally in a 24x6 setup with a flexible working schedule.

Responsibilities:

• Manage tickets in Jira Ticket Management that covers APAC, NORAM, and other Arcadia offices.
• Triage issues according to type – Service Request and Incident Tickets – escalation to L2 Support or appropriate support.
• Able to support client applications such as Okta, Citrix, Google Workspace, MS Intune and IRU.
• Able to support clients using remote tools (ConnectWise and BeyondTrust).
• Able to support Hardware Issues.
• Able to assist clients through phone calls, chat and email.
• Responsible for Queue Management process.
• Update and create Knowledge Based articles.
• Handles escalation to various groups and through PagerDuty Tool.
• Responsible for processing the onboarding and offboarding tickets.
• Configure and set up computers and other hardware peripherals.
• Works with L2 support for IT-related onboarding and offboarding procedures.
• Assist in the implementation of system changes for every workstation and user account. Example: Domain-to-domain migration, implementation of new cloud-based platforms, and latest Windows versions.
• Creates incident reports.
• Works with the Information Security and Infrastructure team on implementing security initiatives across the company, such as security patches and bandwidth utilization.
• Provides support for corporate events such as town hall meetings and conventions.
• Setting performance and career goals in Rippling.
• Miscellaneous duties/projects as assigned.

QUALIFICATIONS:

Education:

• A Bachelor’s degree in Computer Science, Information Technology, or equivalent areas of focus.

Requirements:

• Minimum of at least 1-2 years of experience in a Helpdesk or ServiceDesk.
• Must have at least 1-2 years of experience in IT ticketing platforms and Process
• In-depth troubleshooting and documentation creation experience.
• Must have in-depth experience with M365, Google Workspace and Okta applications.

Skills/Abilities:

• Basic knowledge of computers and common software
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Excellent interpersonal skills to foster cooperation among users, support teams, and peers.
• Ability to work with minimal supervision.
• Client-first oriented approach to service.
• Proven ability to solve complex problems under pressure.
• Flexible in terms of schedule rotation.
• Must have in-depth experience with M365 and Google Workspace applications.
• Able to work on shifting schedules.

Preferred Skills:

• ITIL v4 Foundation trained/certified.
• Experience on Jira Ticket Management
• Experience on Citrix and VPN applications.
• Experience with Google Workspace and Okta
• Experience in MacOS is a plus

Work Environment

• Shifting Schedule from Monday to Saturday 24/6 including Holidays.
• Performing duties and attending events during the evening and on the weekend occurs occasionally and may be required.