Help Desk Technician (Hybrid)

Description

About Longroad Energy 

Founded in 2016, Longroad Energy is a U.S.-based energy company focused on developing, owning and operating energy and digital infrastructure projects throughout North America. Longroad has developed or acquired 7.6 GW of renewable energy projects and has raised $20.6 billion of equity, debt, and tax equity to support completion of its portfolio. Today, Longroad owns 5.8 GW of wind, solar, and storage projects and operates and manages a total of 7.4 GW on behalf of Longroad and third parties. Longroad is owned by the Infratil Limited, NZ Superannuation Fund, Longroad Energy Partners, LLC, and MEAG MUNICH ERGO Asset Management.  

Job Purpose 

Reporting to the IT Manager, the Help Desk Technician will provide day-to-day technical support for Longroad employees and their computing needs. This role will engage end-users via phone, chat, and e-mail and to troubleshoot and resolve technical issues both remotely and onsite at the Boston office. This role is expected to be onsite four (4) days per week, with the flexibility to work remotely one (1) day per week. The hybrid schedule is subject to business needs and may be adjusted based on meetings, team needs, and other in-person commitments. The Help Desk Technician will also have opportunities to expand their technical knowledge and professional development by participating in various IT projects and working with different areas of the organization. 

This role will be part of a team that nurtures growth, appreciates diversity, encourages initiative, values teamwork, shares success, rewards excellence, and takes pride in making a positive impact to the future of our planet. 

Responsibilities  

End-User & Technical Support

• Provide day-to-day technical support to end users, troubleshooting and resolving hardware, software, connectivity, and access-related issues.
• Log, track, prioritize, and resolve incidents and service requests through the IT ticketing system (Freshservice) in accordance with established service-level expectations.
• Install, configure, maintain, and troubleshoot desktops, laptops, operating systems, desktop software, and enterprise applications.
• Support Windows 11, Microsoft 365, Slack, Microsoft Teams, GlobalProtect VPN, Adobe Acrobat, system patches, antivirus software, file and print sharing, Wi-Fi, LAN/WAN connectivity, password resets, and other common end-user technologies.
• Set up, maintain, and troubleshoot conference rooms and other shared technology systems.
• Collaborate with IT team members to troubleshoot and resolve more complex technical issues, escalating issues as appropriate.

Employee Onboarding & Access Administration

• Support new hire onboarding, including account creation, equipment and phone provisioning, application setup and training, and new hire IT orientation.
• Support employee offboarding activities, including account access changes and equipment recovery, in accordance with established procedures.
• Perform basic user account and group administration in Active Directory and Microsoft Entra ID (Azure AD), including adding, removing, and updating user information and system access.

IT Asset & Systems Management

• Perform routine maintenance, updates, and troubleshooting for company workstations.
• Perform routine audits of systems and software and assist with identifying and addressing issues.
• Maintain accurate IT asset inventory records and support the lifecycle management of company hardware.
• Track equipment orders and coordinate the delivery, receiving, deployment, and return of IT assets.
• Follow established IT security policies, access-control procedures, and data protection practices when supporting users and administering company systems.

IT Projects & Team Collaboration

• Participate in IT projects and technology initiatives that support business and operational needs.
• Collaborate with IT team members and other departments to support technology needs and identify opportunities to improve the end-user experience.
• Contribute to team knowledge sharing, documentation, and continuous improvement of IT support processes and practices.

Minimum Qualifications 

• 2+ years of experience providing help desk, desktop support, IT support, or similar end-user technical support within the technology industry.
• Associate's degree in information technology, Computer Science, or a related field, or completion of a recognized IT/technical training program. 
• Excellent problem-solving and analytical skills. 
• Demonstrated ability to troubleshoot and resolve hardware, software, connectivity, and user-access issues.
• The ability to break down technological processes and deliver clear, step-by-step instructions to users with varying levels of technical knowledge.
• Ability to manage multiple support requests and priorities in a fast-paced environment
• Strong verbal and written communication skills.
• Strong customer service orientation with the patience and interpersonal skills necessary to effectively support end users. 
• Ability to work on-site in the Boston office four (4) days per week. 
• Willingness to travel occasionally (approximately 10%) to other company offices and facilities for on-site support. 

Desired/Preferred Qualifications 

• Experience with Freshservice or another IT service management (ITSM) or ticketing platform strongly preferred.
• Experience with Active Directory and/or Microsoft Entra ID (Azure AD).
• Experience supporting Microsoft 365 and related collaboration tools.
• Familiarity with VPN, Wi-Fi, LAN/WAN, and general network troubleshooting.
• Passion for problem-solving and customer service 
• Team-oriented mindset with an openness to constructive feedback and collaboration.
• Eagerness to learn new technologies, systems, and IT support practices.

Characteristics Necessary for Success  

• Demonstrates humility, curiosity, and a willingness to ask questions and seek guidance when needed. Demonstrates personal accountability and Integrity.
• Ability to make informed decisions in a quick and nimble manner. 
• Comfortable working in a fast-paced environment where priorities and business needs may change quickly. 
• Collaborative and team-oriented approach with a commitment to delivering a positive end-user experience.

Compensation

• The expected salary range for this position is $70K - $90K, depending on experience, qualifications, and location. This role may also be eligible for incentive plan participation and other performance-based compensation opportunities.

Benefits of Working at Longroad Energy 

We are dedicated to providing our employees with the support and resources they need to stay healthy, secure their future, and be successful in their careers. Benefits at Longroad include the opportunity for merit-based salary increases, incentive plan participation, eligibility for our 401(k) plan and matching, and comprehensive medical, dental, vision, life, and disability insurance. Our robust time-off policy includes accrual of 18 vacation days in your first year, paid holidays, and paid volunteer time. We offer paid parental leave to help support employees as they transition into parenthood. Learn more about our employee benefits.?? 

Diversity, Equity & Inclusion 

Diversity, equity, and inclusion matter - at Longroad, in our industry, in our communities, and in society at large. We embrace our responsibility to build and promote a diverse, equitable, and inclusive working experience and drive change where we live and operate. We work to actively promote and celebrate diversity, equity, and inclusion. We foster a supportive space that empowers everyone at Longroad to learn about, discuss and ask questions related to embracing and honoring identity. We collaborate with our community, colleagues, and industry in the ongoing pursuit of evolving and growing an inclusive and diverse environment. Learn more about our DEI commitment.? 

Longroad Energy Values 

At Longroad, we SHINE. We aim to be the most trusted renewable energy company on the long road to a green future. We are an experienced team of problem solvers and promise-keepers who develop sustainable solutions that meet today’s challenges and make a lasting impact on people and our planet. Learn more about our SHINE values.
 

Longroad Energy is proud to be an Equal Opportunity Employer (“EOE”). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, disability, veteran status, citizenship, or any other legally protected status. Longroad Energy prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodations are made for disabled employees. Longroad Energy is firmly committed to ensuring equal employment opportunities in all employment practices and personnel actions, including advertising, recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, rates of pay, and other forms of compensation.?