Sprague is passionate about delivering the diverse products and programs that warm, power, and move the world. We keep homes warm through Northeastern winters and hospitals cool through summer. We help small businesses focus on serving their communities, and our renewable fuels keep our country’s infrastructure running. From importing wind energy components to deploying leading-edge solar technology to help power terminal facilities, we are committed to continually evolving to meet our customers’ changing energy needs.

Desktop Support Associate I at Sprague work in a fast-paced environment, where they can learn and grow while interacting with all departments within the organization. Specifically, our support associates provide exceptional customer service to over 800 end users to assist with trouble shooting and analyzing technical issues, procuring hardware and software, and completing new system and user setups among other responsibilities. In this role, you will work with Microsoft Office 2019/O365, Windows 10, and Apple IOS devices. We are looking for individuals who want to collaborate with their team, contribute their knowledge, and continue to grow personally and professionally in a corporate setting.

What you will be doing:

• Provide onsite support at the Sprague HQ office, Portsmouth NH 5 days per week
• Leverage automation tools (MDT and WDS) for OS deployments
• Maintain Hardware new inventory for HQ, SpraguePA, Eatontown and Harrison locations
• Execute computer workstation moves, Install computer hardware components (disk drives, RAM, interface hardware, monitors, printers and other computer related hardware) in accordance with standards and specifications
• Install proprietary and commercial PC application packages and configures target PC systems as necessary to support effective use of the installed software
• Conduct required testing of installed hardware and software in preparation for delivery of new or modified PC configurations prior to delivery to the end user
• Maintain documentation of all incidents resolved in accordance with standards and requirements as set forth in our ticketing system, ServiceNow
• Work as a member of the IT Solution Center team to provide phone support to end users in local and remote locations in accordance with documented policies and procedures. Respond and follows up on technical support tickets submitted via phone, email, and walk-ups while documenting all work performed
• Provides first and second level support for computer hardware and software issues. Problem resolution will involve telephone assistance, remote support via remote support tools, and/or on-site maintenance as appropriate
• Coordinates efforts with Network Support, Server Support, and other IT support personnel in the completion of assigned tasks and the resolution of PC and mobile device related incidents
• Contact vendor technical support to obtain product information and escalate support issues as necessary to resolve issues
• Maintains current in computer technology, software products and industry developments as appropriate to advise management and the end user community on computer issues and vendor offerings
• Provides general assistance to end users in the operation and utilization of computer resources
• Be part of an on call rotation to assist in providing 24/7 coverage for after-hour, weekend, or holiday maintenance and support as required.
• Other projects as assigned with a wide degree of flexibility, creativity and professionalism expected
• Occasional North East regional travel to support additional Sprague facilities and projects

Qualified candidates for this role will have the following:

• Associate's degree in an associated discipline and computer related experience or an equivalent combination of education and training that provides the required knowledge, skills, and abilities
• Recognized industry certification or related experience desired:
  • Hands on experience with Windows 10, OS upgrade experience a plus
  • Hands on experience with Microsoft Office 2016/O365 platforms
    • Active Directory, Exchange Management Console, Exchange Command Console, Office 365
• Experience with IT support ticketing systems and ITIL fundamentals – ServiceNow experience preferred
• Experience installing, configuring and supporting Windows OS, networked and local printers, and business applications
• Ability to quickly, and efficiently, analyze technical issues and a proven ability to resolve these issues swiftly and accurately
• Excellent customer service abilities, with excellent written and verbal communication skills. Knowledge and experience with customer service / ITIL practices a plus
• Ability to multi-task on individual projects with limited supervision, as well as collaborate in a team environment
• Hands on experience with Apple IOS devices
• Some understanding of TCP/IP networking concepts including Ethernet, Routing, LAN and WAN Support a plus
• Ability and willingness to travel when needed

What we offer:

We recently surveyed our employees to ask them their favorite part of the job. They answered, "The people I work with."

In addition to great coworkers, you’ll enjoy perks like medical benefits and retirement contributions that start on your first day. Sprague donates back to the communities in which we live and work every year and provides opportunities for employees to support the charity of the week. Sprague has a range of committees to support varying initiatives (Sustainability, Charitable, Scholarship, FunForce, Innovation, etc.). Sprague is a place that cares about its employees, its community, and about creating a place where people want to come to work every day.

Plus, we have some great benefits!

• Tuition reimbursement up to $6,500
• 401(k) Traditional and Roth plans with employer match of 60% of the first 6% of the employee’s contribution
• Defined Contribution Plan with an automatic 5% contribution from Sprague
• Choices of health plans
• Paid Volunteer Time
• Flexible Working Policy

Who we are:

Sprague takes a collaborative, customer-centric approach to providing best-in-class energy products and related services throughout the Northeast. Founded in 1870, we pride ourselves on offering customers the expert solutions and high-quality service that help their businesses thrive in any market landscape. Sprague values innovation, safety, integrity and people. We know that our people are what set us apart from our competition, and we work hard to make sure each employee across our 20+ locations knows how important they are to our community.

Come join us to learn why we are consistently celebrating 20-, 30-, and even 40-year anniversaries here at Sprague!

Sprague is an EEO/AA employer. We strongly encourage minorities, females, Vets and individuals with disabilities to apply.

As a federal contractor we adhere to OFCCP employment regulations. Click here for OFCCP compliance information