Helpdesk Analyst

About ERock

ERock works in distributed energy and focuses on smart-grid solutions for electricity users in the United States. The company designs, installs, runs, and integrates low-cost, fast-response distributed generation to help improve grid reliability, lower operating costs, and shrink carbon impact.

Its backup generator solutions are built to keep customer operations running during outages, offering highly dependable and cleaner backup power at a lower cost than traditional alternatives. ERock values people who bring strong customer focus, innovation, and practical problem-solving.

Role overview

The Helpdesk Analyst will be the main contact for technical support issues and will deliver responsive, user-friendly service across the organization. This role blends end-user support, device and account administration, and collaboration with internal IT teams to improve systems and processes.

Key responsibilities

• Act as the initial contact for technical support tickets and handle user interactions with professionalism and service focus.
• Diagnose and fix problems involving Windows and MacOS devices, Microsoft 365 apps, identity and access systems, and basic networking issues.
• Carry out user lifecycle tasks such as onboarding, offboarding, account setup, device handling, licensing, and access provisioning.
• Support collaboration and endpoint management platforms, including Teams Rooms, Intune policies, device compliance, resets, and provisioning workflows.
• Work with cross-functional IT groups on upgrades, deployments, and operational enhancements.
• Build knowledge base content, assist with end-user training, and suggest process changes that reduce repeat incidents.

Required qualifications

• Bachelor’s degree in Information Technology, Computer Information Systems, Computer Science, or equivalent hands-on experience.
• 3 to 5 years of experience in IT support, service desk, or helpdesk environments.
• Practical understanding of Microsoft 365 administration at a basic-to-intermediate level.
• Familiarity with Windows, MacOS, iOS, and common business software.
• Working knowledge of identity and access administration.
• Ability to document issues clearly, including symptoms, troubleshooting steps, and final resolution notes.
• Strong communication skills with the ability to explain technical concepts in simple, end-user language.
• Ability to juggle multiple priorities effectively in a fast-moving environment.
• Preferred certifications include CompTIA A+ and/or Network+, and Microsoft credentials such as MS-102, MS-700, MS-900, SC-300, or AZ-104.
• Experience with Microsoft 365, Entra ID, Exchange Online, and endpoint management tools is preferred.
• Familiarity with RMM or ITSM platforms is an advantage.
• Experience troubleshooting LAN/WAN and VPN connectivity issues is preferred.
• PowerShell troubleshooting and automation experience is a plus.
• Experience supporting distributed or field-based teams is beneficial.

Benefits

• Competitive compensation.
• Medical, dental, vision, and prescription drug coverage.
• Company-paid life insurance.
• Flexible Spending Account (FSA).
• Health Savings Account (HSA) with company contribution.
• Wellness programs and incentives.
• 401(k) retirement plan with company match.
• Paid sick and vacation time.
• Paid holidays.
• Open-office work environment.

Additional information

Applicants are asked to submit a cover letter and resume. The physical requirements listed for the role reflect the essential functions of the position, and reasonable accommodations may be provided for individuals with disabilities.

Equal opportunity

ERock is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The company also emphasizes diversity of background and perspective as a strength aligned with its values of mutual respect, openness, and honesty.