Sr. Desktop Site Support Representative

Ever since we started in 2007, Sunrun has been at the forefront of connecting people to the cleanest energy on Earth. It’s why we’ve become the #1 home solar and battery company in America. Today, we’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life. And we’re doing it by designing a dynamic culture where employee development, well-being, and safety come first. We’re unlike any other solar company. Our vertically integrated model gives us total control over every part of the energy lifecycle – from sale through installation and beyond – so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

This position is primarily remote, with occasional visits to a local office or our corporate headquarters for team-building, training, and collaborative project work. These on-site sessions are designed to strengthen connections, share insights, and ensure a seamless experience for our team and customers. Equipment pick-up from a local branch will be required. We will  provide advance notice whenever on-site attendance is required, making these times purposeful and rewarding.

Overview

The Sr. Desktop Support Representative troubleshoots applications. The Sr. Desktop Support Representative communicates and supports employees with all applications-related issues. 

Responsibilities

• Supports and troubleshoots application, network, and hardware problems

• Provide onsite and remote technical support of mobile devices (iPhone/iPad/Android) on Mobile Device Management (MDM) System (WorkspaceOne)

• Assist with user rollout and new device registrations

• Documents and trains users on common problems and related solutions

• Triages and resolves critical escalated IT issues for developers and engineers

• Maintain MDM system with health checks, retiring inactive devices, and ensuring out-of-compliance devices are removed

• Assist with developing knowledge base articles for end users as well as IT support

• Monitor wireless accounts for inaccuracies and identify areas for improvement. ( New Activations, Weekly Suspends and Cancellations)

• Contribute to ongoing process improvement assignments as needed

• Vendor Relationship Management (Device Vendors, Cellular Carriers)

• Works closely with development team, attends stand ups, discusses critical issues, helps resolve and track software bugs

• Imaging of PC’s, Macbooks and management of device lifecycles. 

• Supporting users with all tech needs at the corporate office

• Develops and maintains strong professional relationships with counterparts of engineering and customer support departments

• Monitors and manages alerts related to application and system procedures; uses monitoring tools to understand and provide services proactively

Qualifications 

• High school diploma or equivalent

• Minimum of 3 years of computer hardware/software support experience with mac and Windows Operating Systems

• Experience in planning and prioritizing multiple tasks

• Strong understanding of Google Sheets/Microsoft Office to compare and analyze data

• Knowledge of one or more Mobile Device Management (MDM) platforms and experience supporting an MDM System

• Strong understanding of mobile device operating systems (i.e. iOS and Android OS)

• Experience with Google apps and Okta

• Advanced technical and application troubleshooting abilities

• Knowledge of Linux/Unix operating systems is preferred

• Familiarity with Salesforce, ServiceNow, Okta, Jira, Dizzion, or inContact is preferred

• Ability to work independently and as part of a team

• Excellent communication skills; ability to communicate effectively over phone, email, and chat

• Ability to work rotating on-call shifts

Preferred Experience

• Use of ServiceNow ticketing system

• Use of Tableau to view and manipulate dashboards

• Familiar with Cellular Line Management and interacting with carrier portals

• Google Apps/Microsoft Office Suites

• Familiarity with restoring and preparing devices using Apple Configurator 

• Degree in an Information Technology-related discipline

• CompTIA Mobility+, ITIL V4 Foundations, and MDM related certifications

Recruiter:

Please note that the compensation information is made in good faith for this position only.  It assumes that the successful candidate will be located in markets within the United States that warrant the compensation.  Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

Compensation decisions will not be based on a candidate's salary history. You can learn more here.

This job description outlines the primary responsibilities, some essential job functions, and qualifications for the role. It may not include all essential functions, tasks, or requirements. If you are a qualified individual with a disability and you need reasonable accommodation during the hiring process or to perform this role, please contact us at candidateaccommodations@sunrun.com.

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind.  We believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. Learn more here: EEO | Sunrun