IT Service Desk Analyst (Greater Boston or Vermont)

About Power Factors:

Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world’s renewable energy data.

Power Factors’ Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company’s suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end-to-end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management.

With deep domain expertise, AI-powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code.

* Outside China and India 

Position Summary:

Power Factors is seeking a proactive and customer-focused IT Service Desk Analyst to join our IT team. This role is the first point of contact for internal users experiencing technical issues. You will be responsible for providing Level 1 support, resolving incidents, and escalating complex issues as needed. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a passion for delivering high-quality IT support.

Responsibilities 

• Serve as the first point of contact for users seeking technical assistance Teams, email, or ticketing system

• Diagnosing and resolving hardware, software, and network issues.
• Log all incidents and service requests accurately in the Fresh Service ticketing system. 

• Follow up with users to ensure issues are resolved and document solutions for future reference

• Assist with onboarding/offboarding tasks including account setup, hardware provisioning, and access rights. 

• Maintain knowledge base articles and contribute to continuous improvement of support documentation 

• Participate in IT projects and initiatives as needed

Required Qualifications

• Demonstrate a strong willingness to learn and adapt to new technologies and tools.
• Actively seek opportunities to expand technical knowledge through training, certifications, and hands-on experience.
• Collaborate with team members to share knowledge and support continuous improvement.
• Proficiency with Windows and macOS environments, Microsoft 365, Active Directory, and common enterprise applications.
• Strong communication and problem-solving skills.
• A self-starter with a growth mindset and eagerness to learn.
• Must own a car and be able to commute to the Vermont and Waltham office locations as needed.
  

Good To Have

• 1–2 years of experience in a service desk or IT support role.
• A+ or ITIL Foundation certification.
• Power Shell or any scripting experience.
• Experience with Fresh Service, Service now or any other ticketing system

WHY JOIN US

By joining the Power Factors team, you’ll be part of a dynamic group of innovative and driven individuals dedicated to making a positive impact. Every day, your work will directly contribute to advancing clean energy solutions and supporting global sustainability initiatives. Our culture runs deep and shows up in how we work together - committed, conscientious and collaborative. With many opportunities for professional growth, Power Factors is here to support your development as we lead the charge in transforming the energy industry.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

Power Factors is an Equal Opportunity Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.