Field Services Tech I - II

Job Title: Field Services Tech I - II

Work Place Flexibility: Onsite 

Legal Entity: Entergy Services, LLC 

**This position is based out of New Orleans, LA. Those outside of these areas would be required to relocate.  Relocation assistance and sponsorship is not available for this posting.***

SUMMARY/PURPOSE

This position focuses on ensuring that IT consistently provides its customers with a best-in-class experience, as measured by defined surveys and metrics, and direct customer interactions and feedback. Specific areas of focus include the IT Technology Bar and Executive Support. The role is responsible for:

Providing direct hand-on, face-to-face, IT support for customers at the Tech Bar, as well as senior executives and targeted stakeholders, with all work properly documented in the appropriate systems, diagnosing and resolving hardware and software issues, and providing exceptional customer service to end users. This role includes troubleshooting devices, performing system upgrades, configuring equipment, Audio/Video conference room requests, and ensuring technology is running efficiently and securely.

Actively participating in other initiatives and activities designed to improve customer satisfaction with IT.  The technician also educates users on best practices, documents issues and solutions, collaborates with IT teams to escalate complex problems, and maintains a welcoming, solutions‑focused environment that empowers users and enhances overall productivity.

JOB DUTIES/RESPONSIBILITIES

80% - Working within established guidelines, provide IT support and consultation for customers of the Tech Bar. Properly document all support interactions and acquired knowledge within the appropriate system. Mentor and coach other Tech Bar and Field Services technicians to help generate a superior customer experience for all.

10% - Provide timely level 1 (on-site, first responder) support to targeted stakeholders and provide resolution across Entergy’s IT standard EUC technology platform. Escalate issues quickly to Levels 2 and 3 as appropriate to resolve issue and ensure the issue does not recur. Develop appropriate work-around solutions that fully meet customer needs without violating security policies or creating additional issues. Maintain familiarity with all technologies used by senior executives and targeted stakeholders. Other duties as assigned.

10% - Work with management and peers to identify and address performance deficiencies across IT support functions. Recommend and implement solutions to improve gaps to operational excellence.

MINIMUM EXPERIENCE

3+ years working in an IT organization, including end-user desktop hardware, software, audio/visual, and mobile device support. Familiarity with current consumer and business personal technologies. Working in a shared services or outsourced vendor environment preferred.

MINIMUM KNOWLEDGE, SKILLS, ABILITIES

Strong commitment to customer service, excellent written, verbal, and interpersonal communications skills, strong analytical, problem solving, and root cause analysis skills. Knowledge of standard ITIL processes and methodologies preferred.

#LI-DG1

#LI-HYBRID

Primary Location: Louisiana-New Orleans Louisiana : New Orleans 
Job Function: Field & Skilled Trade
FLSA Status: Nonexempt 
Relocation Option:
Union description/code: NON BARGAINING UNIT 
Number of Openings: 1
Req ID: 123544
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.