Interested in a career with Stream Energy?


When you choose to work with us, you’re choosing to make your life better. You’re becoming involved with helping others build new relationships. Help us as we take Stream Energy to the next level.

A great place to be

Some benefits of working at Stream Energy include:

  • A collaborative work environment
  • The ability to work as part of an experienced team
  • Some of the sharpest talent in the business
  • Regular exciting company-wide events
  • Taking part in several charitable causes

Current Job Openings

Sr Service Desk II

Summary:

The purpose of the Sr. Service Desk II is to develop, lead, and motivate a team of Help Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness within the organization’s budget.  This position has frequent contact with customers, direct reports, peers, and independent vendors.  The Sr. Service Desk  II is a hands on working position responsible for taking calls and resolving customer issues alongside staff.

This role will also act as the point of contact for special project initiatives within the organization.   The ability to work with various operations and business units in an organized and professional manner will be required.  

Team Overview: The Service Desk is responsible for the configuration, installation, maintenance, and support of all computer equipment and software adopted within Stream.  Responsibilities include but not limited to: knowledge of and support for basic business processes and procedures, desktop and laptop support, access rights, asset tracking and application support.


Basic Function and Scope of Responsibilities:

  • Provide leadership within the help desk team.

  • Ownership of the customer experience through monitoring work-order status from initial contact through follow-up.

  • Assist IT Management in performing interviews for new professionals and provide feedback for promoting professionals. 

  • Must be able to assist with customer inquiries.

  • Assist with development of performance measurements framework and facilitate feedback system to IT team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.

  • Follow a customer care philosophy that ensures customer satisfaction.

  • Participate in the development of a service level agreement and ongoing management of service level compliance. 

  • Participate with the creation of training programs for increased business, customer service and technical knowledge and general understanding of business processes.

  • Participate and assist in enhancing the knowledge base and driving the knowledge management process. 

  • Develop and demonstrate an understanding of customer and business needs.

  • Resolve escalated customer and vendor issues and/or facilitate necessary actions to escalate issues to the appropriate parties.

  • Resolve daily issues of a complex scope that impact the team and overall business objectives.

  • Obtain equipment, tools, and space needed to allow team members to adequately support the customers.

  • Develop, update and execute plans for new product/service releases.

  • Participate in and drive participation of the Help Desk in the organization’s change management process. 

  • Maintain cooperative interdepartmental and vendor relationships and communications.

  • Maintain current knowledge of industry trends and potential impact on the support business.

  • Build on methodologies to improve first call resolution, manage perceptions, and build strong internal relationships.


Essential Job Requirements:

Responsibilities include, but are not limited to, the following:

  • Provide leadership within the help desk team.

  • Associates Degree in Computer Information Systems, or equivalent required.

  • Minimum of 4+ Years professional experience working in a service center/ desktop support environment.

  • Knowledge of Macintosh and PC workstations, OS X, Windows 7, MS Office, Active Directory, MS Exchange, and Networking.

  • Must have the ability to troubleshoot and resolve end user requests in a timely manner.

  • The candidate must communicate and present themselves in a professional manner and must be able to work with a team.

  • Experience with Help Desk functions related to wide variety of computer software and hardware.

  • Experience problem solving with computer equipment.

  • Experience in a customer service role or environment.

  • Experience with BMC Footprints and Service Desk tools would be a plus.


Additional Experience and/or Qualifications:

  • Executive help desk support.

  • Organizing and prioritization of tasks.

  • Facilitate problem-solving techniques for users.

  • Ability to communicate effectively in user-friendly terms verbally and in writing.

  • Ability to be a team player with effective interpersonal skills.

  • Ability to solve problems and work independently.

For more information, send your resume to:

jobs@streamenergy.net