Helpdesk Analyst

We are ERock!

ERock is a leader and innovator in distributed energy. ERock has responded to long-term trends in electricity by becoming the first smart-grid supplier to US energy consumers. The company installs, operates, and integrates its highly flexible, low-cost, and quick-response distributed generation to increase reliability and stability, reduce costs and decrease carbon footprint.

At ERock, our backup generators ensure that customers will never be without power, allowing their business to operate normally when there is an outage in the area. Our innovative approach provides customers with highly reliable, ultra-clean backup generation at a fraction of the cost of traditional backup solutions. We seek those who share our commitment to customer service, innovation, and ingenuity.

Key Responsibilities:

• Serve as the first point of contact for technical support requests

Troubleshoot issues across:

1. Windows and MacOS endpoints
2. Microsoft 365 Applications: Teams/Outlook Classic & New, Excel, OneDrive/SP, Word
3. Identity and access: Authentication, MFA Setup and Troubleshooting, Licensing, SSO
4. Basic networking: Network Reliability and Latency triage, DNS Resolution, NIC Hardware

Manage user lifecycle tasks:

1. Onboarding: User account and device provisioning, licensing, access requirements, security information
2. Offboarding: Access removal, user data handling, device management

• Support meeting and collaboration tools including Teams Room devices with external guest access
• Assist with endpoint management tasks (Intune policies, device compliance, provisioning and device resets)
• Contribute to and maintain knowledge base articles, user guides, and internal documentation
• Collaborate with cross-functional IT teams to support system changes, deployments, and upgrades
• Reduce repeat work by documenting fixes, spotting patterns, and pushing for scalable improvements
• Provide end-user training and guidance to promote self-service and reduce recurring issues
• Maintain a high level of customer service and professionalism in all user interactions

Basic (Required) Qualifications:

• Bachelor’s degree in information technology, Computer Information Systems, Computer Science, or equivalent experience:
• 3 to 5 years of experience in IT support, service desk, or helpdesk roles

Working knowledge of:

1. Microsoft 365 administration (basic to intermediate)
2. Windows OS, MacOS, iOS, and common business applications
3. Identity and Access administration

• Ability to clearly document technical issues and resolutions with a clear problem description, steps to reproduce, and resolution notes.
• Strong communication skills with the ability to explain technical concepts in user-friendly language
• Demonstrated ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications:

Relevant certifications

1. CompTIA: A+, Network+
2. Microsoft: MS-102, MS-700, MS-900, SC-300, AZ-104

• Experience with Microsoft 365, Entra ID, Exchange Online, and endpoint management tools
• Familiarity with remote monitoring and management (RMM) or ITSM tools
• Experience supporting network connectivity issues (LAN/WAN, VPN)
• PowerShell troubleshooting and automation experience
• Experience supporting a distributed or field-based workforce

Benefits:

• Competitive Pay
• Medical, Dental, Vision, and Prescription Drug Insurance
• Company-Paid Life Insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA) with a company contribution
• Wellness Programs and Incentives
• 401(k) Retirement Plan & Company Match
• Paid Time Off – Sick & Vacation Time
• Paid Holidays
• Cool Open-Office Concept

Do you have what it takes to join the ERock team? Send us your cover letter and resume today.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ERock is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

At ERock, we embrace diversity, including all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education — to name a few. We understand and recognize that diverse backgrounds and perspectives strengthen our teams and our business. The foundation of our diversity efforts is closely tied to our core values specifically our value of “The Team” which includes “Mutual Respect, Openness, and Honesty.”