Sr. Service Desk Analyst

About PROENERGY

PROENERGY is an engineering, R&D, and manufacturing powerhouse. The company addresses every need for fast-start power generation: turbine and package manufacturing, turnkey project execution, power purchase agreements, and asset lifecycle care for turbines and plants. Where others see impossible energy challenges, PROENERGY provides innovative aeroderivative solutions.

Our Footprint

PROENERGY delivers fast-start, dispatchable power solutions from worldwide centers for aeroderivative excellence. We are investing more than $1 billion through 2028 in infrastructure to serve our customers.

In Sedalia, Missouri, our 600,000 sq ft Center for Excellence in Manufacturing—a world-class investment in fast-start power and the only campus of its kind in the world—is growing by 40 percent.

In Houston, Texas, our 500,000 sq ft Center for Excellence in Lifecycle Care features a Level-IV depot and aero repair facility, which executes comprehensive services for aeroderivative engines under one roof.

In Kansas City, we have an office with an Engineering team that supports our sought-after solutions for turnkey projects and contracted power.

And our worldwide service centers ensure local service expertise near our customers. Our expanding service footprint includes Phoenix, Buenos Aires, New Brunswick, and additional locations in Europe, Australia, and Southeast Asia.

Our Philosophy

We take care of our people and strive to make a positive difference for the world. We offer competitive pay, excellent benefits that include Medical, Dental, Vision, and Life/Disability Insurance at minimal cost to the employee, 10 paid holidays, paid time off, and a 401K plan. If you are looking for a rewarding career and possess specialized knowledge and quality-oriented problem-solving skills, we encourage you to apply today.

Position Summary

The Sr. Service Desk Analyst provides advanced technical support for complex end-user issues while mentoring junior analysts and maintaining high service quality standards across PROENERGY's global operations. This role serves as a technical escalation point for challenging problems, leads knowledge transfer initiatives, and helps develop team capabilities while ensuring excellent customer service for employees across our global energy operations. The position requires deep technical expertise combined with strong communication skills to resolve complex issues and guide less experienced team members in supporting our critical energy infrastructure.

Reports To: Sr. Manager, Service Delivery

Work Location:2001 Proenergy Blvd, Sedalia, MO 65301

Position Responsibilities

Advanced Technical Support

Provide Level 2 technical support for complex hardware, software, and network connectivity issues across global operations
Troubleshoot advanced Windows, macOS, and mobile device problems requiring specialized knowledge and expertise
Resolve complex Microsoft 365 issues including Exchange Online, SharePoint, Teams, and OneDrive for global workforce
Support VPN connectivity, remote desktop, and virtual collaboration technology problems for field operations
Diagnose and resolve printing, peripheral, and hardware compatibility issues in office and industrial environments
Coordinate with infrastructure teams for server, network, and application-related user problems affecting business operations
Support specialized engineering software and industrial applications used in energy operations

Escalation Management and Problem Resolution

Serve as primary escalation point for junior analysts on complex technical issues requiring advanced troubleshooting
Research and resolve recurring problems to prevent future incidents and improve service reliability
Create and maintain detailed problem resolution documentation and knowledge base articles for team reference
Coordinate with vendors and specialized technical teams for escalated issues affecting critical business systems
Track and manage complex tickets through resolution ensuring timely closure and customer satisfaction
Conduct root cause analysis for systemic issues affecting multiple users or business operations
Participate in major incident response and coordinate technical resources during service outages

Knowledge Management and Documentation

Develop and maintain comprehensive knowledge base articles and troubleshooting guides for common issues
Create user guides and self-service documentation for business applications and procedures
Update and improve existing documentation based on new technologies and evolving business requirements
Conduct knowledge transfer sessions with team members on new technologies, solutions, and best practices
Maintain accurate asset information and configuration details in IT management systems
Document lessons learned and best practices for continuous team knowledge sharing and improvement
Support training documentation for energy sector-specific applications and compliance requirements

Team Mentoring and Leadership

Mentor and coach junior service desk analysts on technical skills and customer service best practices
Provide on-the-job training for new team members during onboarding process and skills development
Lead technical training sessions on new technologies, applications, and support procedures
Share expertise through informal coaching and collaborative problem-solving with team members
Assist with performance improvement initiatives for team members requiring additional support
Participate in hiring process by conducting technical interviews and skills assessments for new candidates
Support career development planning and certification guidance for junior staff

Customer Relationship Management

Build strong relationships with frequent users and key business stakeholders across global operations
Proactively communicate with users during extended troubleshooting processes and service impacts
Gather user feedback on service quality and identify improvement opportunities for service delivery
Represent service desk at user meetings, technology rollout sessions, and business stakeholder meetings
Maintain professional, helpful demeanor during challenging support situations and high-pressure incidents
Follow up with users to ensure complete satisfaction with problem resolution and service quality
Support business continuity during critical operations and emergency response situations

Process Improvement and Innovation

Identify opportunities for process improvements and automation to enhance service delivery efficiency
Participate in technology evaluations and pilot programs for new tools and solutions
Support implementation of self-service capabilities and user empowerment initiatives
Contribute to service desk metrics analysis and performance improvement planning
Collaborate with other IT teams on infrastructure improvements and user experience enhancements
Support compliance and audit activities related to IT service delivery and documentation

Required Qualifications

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
Successful candidate will need to satisfactorily complete pre-employment drug screen and background

Education and Experience

Associate's degree in Information Technology, Computer Science, or related field; Bachelor's degree preferred
Minimum 3-5 years of help desk or technical support experience with demonstrated progression in responsibility
Experience in manufacturing, energy, or industrial environments preferred
Demonstrated experience mentoring or training junior technical staff

Technical Expertise

Advanced knowledge of Windows 10/11 troubleshooting, administration, and enterprise deployment
Strong proficiency with Microsoft 365 applications, cloud services, and collaboration platforms
Working knowledge of macOS, iOS, and Android device support in enterprise environments
Experience with Active Directory, Group Policy, and user account management in complex environments
Familiarity with networking fundamentals, VPN technologies, and remote access solutions
Basic understanding of server infrastructure, virtualization, and cloud computing concepts
Knowledge of industrial computing environments and operational technology considerations

Service Management Skills

Proficiency with ITSM platforms (ServiceNow, Remedy, or similar enterprise tools)
Experience with remote support tools (TeamViewer, Remote Desktop, LogMeIn, etc.)
Knowledge of asset management and inventory tracking systems
Familiarity with monitoring and diagnostic tools for proactive issue identification
Understanding of ITIL service management processes and best practices

Communication and Leadership Skills

Exceptional customer service skills with patience, empathy, and professional demeanor
Strong analytical and problem-solving abilities for complex technical issues
Excellent written and verbal communication skills for technical and non-technical audiences
Ability to explain technical concepts clearly to users with varying technical backgrounds
Strong attention to detail and documentation skills for knowledge management
Capability to work independently with minimal supervision while maintaining team collaboration
Leadership potential and mentoring abilities for team development

Industry Knowledge

Understanding of energy sector operations and regulatory compliance requirements
Knowledge of industrial control systems and operational technology environments
Familiarity with global support operations and time zone coordination challenges
Experience with business continuity and disaster recovery support procedures

Desired Qualifications

Advanced Certifications

CompTIA A+ certification (required)
Microsoft 365 Certified: Modern Desktop Administrator Associate
ITIL 3 Foundation or higher level certification
Additional vendor certifications (Apple, Google, Cisco, VMware) valued
Industry-specific certifications related to energy or manufacturing sectors

Specialized Technical Skills

Experience with PowerShell scripting and automation for administrative tasks
Knowledge of virtualization technologies and virtual desktop infrastructure (VDI)
Understanding of mobile device management (MDM) platforms and enterprise mobility
Familiarity with cloud computing platforms (Azure, AWS, Google Cloud)
Experience with cybersecurity tools, endpoint protection, and security incident response
Knowledge of backup and disaster recovery technologies and procedures

Advanced Experience

Experience in global support operations with multi-site coordination
Background in project management and process improvement methodologies
Knowledge of compliance frameworks and audit support activities
Experience with vendor management and technical escalation coordination
Understanding of business analysis and requirements gathering processes
Background in training development and curriculum design

Leadership and Development

Experience leading technical projects or improvement initiatives
Background in performance management and team development
Knowledge of change management and organizational development
Experience with budget planning and resource management
Understanding of strategic planning and technology roadmap development

Performance Standards

Maintain >85% first-call resolution rate for escalated technical issues
Achieve average resolution time of <2 hours for Level 2 support issues
Complete >95% of assigned tickets within established SLA timeframes
Maintain customer satisfaction score of >90% for all handled interactions
Create minimum 5 new knowledge base articles per quarter for team reference
Participate in 100% of assigned training and professional development programs

Quality and Compliance

Maintain accurate documentation for 100% of handled tickets and customer interactions
Achieve >95% accuracy rate on technical assessments and quality audits
Demonstrate continuous learning and adaptation to new technologies and business requirements
Support compliance activities and maintain confidentiality of sensitive business information
Participate actively in team meetings, improvement initiatives, and process development

Mentoring and Leadership

Successfully mentor minimum 2 junior analysts with measurable skill improvement annually
Complete annual technical certification or advanced training requirement
Contribute to hiring and onboarding processes for new team members
Support knowledge transfer and documentation improvement initiatives

It is PROENERGY’s policy to provide equal opportunity in employment to all its employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, national origin, marital status, ancestry, medical condition, military status, or any other characteristic protected by State or Federal law.

Sr. Service Desk Analyst

More jobs

Mechanical Technician

Penn Entertainment

Pipe Welder/Fitter

Penn Entertainment