We have an exciting opportunity for an IT End User Support Specialist I to join our Information Services Team. This role is a key member of a 4-person support team that would be responsible for providing expertise in administration and internal support of the end user PCs, with a basic understanding of network protocols. Tasks include end user support and performing PC maintenance, upgrades and configurations. The ideal candidate enjoys working with people and is willing to learn and be challenged. Additionally, the candidate would have basic to advanced knowledge of Windows10, Office365, iOS devices, patching/imaging solutions, DELL desktop/laptop hardware, printers/peripherals, Active Directory user account management, TCP/IP networking, wireless solutions, mobile device management systems, workstation security products, and cybersecurity best practices in the user environment.
The typical hiring range for this position is dependent on experience, and is between $48,000 – $60,000 per year.
Job Title: IT End User Support Specialist I
Position Purpose and Objectives:
Under the supervision of the Manager of End User Technology Experience and Services, this position is responsible for embracing and supporting the vision and mission of the cooperative, and the department. Provides exceptional support for end users and their technology experience. Serves as the initial point of contact for the Service Desk function and participates in department projects. Furthers the goal of empowering the employees to effectively use the technologies available.
The user environment includes company owned desktops, laptops, peripherals, iPads, OS and management of these devices, software and cyber security products installed, Office 365, Mimecast, Box Enterprise, printing, voice systems.
Job Classification and Progression:
The IT End User Support Specialist class series consists of three levels: I, II, III. The level I is the entry-level classification and will receive direct supervision and instruction. The level II and III positions require more advanced technical skillsets and the ability to solve problems of increased complexity independently.
In the level II and III in the series, incumbents perform the full range of work with only occasional instruction or assistance as new or unusual situations arise, are fully aware of the operating procedures and policies of the work unit.
Positions in the IT End User Support Specialist class series are flexibly staffed and positions at the II-level and III-level are normally filled by advancement from the I-level or II-level respectively after gaining the knowledge, skill, experience, and certifications which meet the qualifications for and after demonstrating the ability to perform the work of the higher-level class.
Essential Job Functions:
Generally, 85% of the responsibilities of the position are spent on direct support and implementation of the end user environment. As the initial contact for the Service Desk function, triages all reported issues through dialogue with the end user to thoroughly understand the impact of the issue, scope of the issues, business process affected, timeline to complete. Uses current tools and procedures for recording and tracking all Incidents and Requests to completion. Provides users with regular and informative updates until Incident/Request is resolved.
Approximately 10% of the position involves progression of the end user environment both individually and through participation in departmental projects.
As a continual learner, approximately 5% of time is spent on self-initiated technology awareness, self-education, or formal training.
Diagnoses and resolves some common or routine technical problems independently using defined standards and procedures. Increases the frequency of solving routine problems independently. Documents technical configurations of user environment. Ensures timely, accurate deployment of hardware and software required by end users.
Works under close supervision, independently and as a member of the IT User Experience team, based on specific direction, Service Desk cases, project task assignments, department’s priorities. Day to day work is based on prioritiesestablished by Manager of End User Technology Experience and Services, Project Managers, or Director of Information Services.
Adheres to existing standards, practices, and procedures, and provides suggestions for continual improvement in delivering an excellent user experience. Escalates or communicates unresolved or highly visible issues to IT department leadership.
Coordinates with third party support vendors for incident resolution, changes, hardware repair, or application installation/support.
Communicates effectively with end users to ensure they have the necessary hardware and software to perform their job duties.
Participates on project teams.
Ensures compliance of hardware/software with organizational standards/policies and security standards.
Achieves and maintains basicfamiliarity with all business functions, processes and systems. Achieves and maintains a high-level understanding of the entire United Power technology environment.
While the position will be primarily located in one office, up to 50% of the time may be spent at other offices depending on business needs and projects.
Works collaboratively with colleagues, fosters a spirit of cooperation in the workplace, and contributes to a positive working environment.
Accepts accountability for all areas of responsibility.
It is essential that the end user’s experience with the technology environment be positive and productive. This position has contact with all employees during the course of providing end user support, and thus often represents the Information Services Department to the organization and Board of Directors.
Works with all employees, external vendors.
Office setting 80% of the time. 20% of the time may need to work in a support role while outdoors, in a warehouse or maintenance environment (dust, uneven surfaces and all types of weather and temperature variations). May be required to work weekends, evenings, or other irregular hours on occasion.
Required Knowledge, Skills and Abilities:
Demonstrated aptitude for learning new technologies, with curiosity and ability to formulate questions when identifying and evaluating solutions or researching problems.
Extremely high level of customer service ethic.
Possess exceptional communication skills, both written and verbal. Ability to determine the technical skill level of the end user and to formulate and tailor communications accordingly.
Ability to organize and complete daily activities based on specific directives, processes and procedures, with ability to meet multiple deadlines, and effectively handle multiple tasks.
ANDdemonstrated basic knowledgeof navigation and use of recent/current versions of Office365, Windows workstation operating systems, iOS devices, desktop/laptop hardware, printers/peripherals,
ANDbasic awareness of Active Directory, TCP/IP networking, wireless solutions, mobile device management systems and security products, all as they relate to the user environment,
ANDbasic awareness of cybersecurity best practices in the user environment.
Education, Training and Experience
Minimum of high school diploma or equivalent required.
AND 1 year of experience in an end user technical support position in an environment of over 100 end users with recent/current versions of Microsoft Windows operating systems, iOS devices, mobile device management systems and Office365 that demonstrates a basic knowledge of these areas.
Essential Physical & Mental Requirements:
Majority of time requires sitting, bending at neck, waist, legs, and arms; twisting body; and changing positions at will. Occasional driving, standing, walking, stooping, bending, kneeling, reaching and stooping.
Exertion of 5-50 pounds of force frequently, up to 100 pounds of force occasionally.
Requires repetitive motions with hands and fingers such as keyboarding, use of telephones, cell phones, etc.
Requires close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.
Noise level in work environment is moderate. Work requires close attention to detail and accuracy and is varied in nature with regular interruptions. Work is subject to irregular hours.
Supervision Received and Exercised:
Receives general guidance and direction from Manager of End User Technology Experience and Services, Director of Information Services, or IT project managers.