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.

• 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

• 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

• 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