Analyst, Service Operations

About us

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

IT and Digital works in a harmonised partnership with the National Grid group of diverse energy businesses to deliver technology which revolutionises the way we operate. As we lead the charge towards a carbon-free future, our teams are embracing disruptive changes in our industry by working with Agile methodologies and adopting Digital mindsets to drive efficiency and bring new capabilities for our internal and external customers.  Our work here is critical. National Grid moves energy to millions of homes and businesses in the UK and US and the technology we utilise to complete that task is down to us. The successful applicant for this position will be an integral contributor towards this goal and we will support your professional development as part of our multi- cultural, customer-centric global team.

National Grid is hiring a Field Force Help Desk Agent. This is an onsite opportunity based out of Syracuse, NY office.

Job Purpose

The L2 IT Help Desk Support role is responsible for providing advanced technical support to National Grid field workers. This position ensures that all IT-related issues are resolved efficiently, enabling field personnel to perform their duties without interruption. The role requires a strong understanding of field applications (EX: Salesforce, Lemur, AVLS, OMW, etc) and devices (Ex: Truck mounted Toughbooks, IOS devices, Modems, Drivecams), excellent problem-solving skills, and the ability to communicate effectively with non-technical staff.

Key Accountabilities

• Technical Support: Provide phone-based support for IT issues related to hardware, software, and network connectivity for field workers.
• Troubleshooting: Diagnose and resolve technical issues, escalating issues to other support teams when necessary.
• Documentation: Maintain accurate records of support requests and resolutions in the IT service management system (Currently Service Now).
• Training: Assist in training field workers on new technologies and IT systems to enhance their operational efficiency.
• Collaboration: Work closely with IT teams and field operations to ensure seamless integration of technology in daily operations.

Qualifications

• Education: Associate's degree in Information Technology or related field; Bachelor's degree preferred.
• Experience: Minimum of 2 years of experience in IT support, preferably in a utility or field service environment.
• Technical Skills: Proficiency in troubleshooting Windows, IOS operating systems, and Enterprise software applications.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Certifications: Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional, Apple Certified Support Professional (ACSP)) are a plus.
• Problem-Solving: Demonstrated ability to analyze problems and develop effective solutions.
• Customer Service: Strong customer service orientation with a focus on user satisfaction.

More Information

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