Job Title: IT End User Computing Support Lead
Position Purpose and Objectives:
This position is responsible for embracing and supporting the vision and mission of the cooperative and the department. Under the supervision of the IT Director of Infrastructure & Operations, the incumbent leads the IT User Experience team in providing exceptional customer service to end users of personal computers, mobile devices, and their associated networks, hardware, software, or peripherals. The IT User Experience team also provides technical support to the Board of Directors for their company owned equipment and Microsoft 365 subscriptions. The end user computing environment at United Power consists of Windows 10 Enterprise, Apple IOS devices, virtual desktops, multi-function printers, Microsoft Active Directory, Microsoft 365, Box Enterprise, Zoom, among other software, SaaS, and management solutions.
Leadership is exercised in day-to-day administration of the IT Service Desk function and the service desk management platform. Assigns work ensures task completion and issue resolution, reviews ticket entries for quality, and provides coaching to continuously improve ticket management within the User Experience team. Assigns work in the form of service desk tickets to other IT teams and ensures resolution. Maintains and builds positive working relationships with all business units.
Successful performance is achieved by developing strong relationships with the business units and furthering the goal of empowering employees to effectively use the technologies available. It also requires thorough knowledge of and demonstrated proficiency in multiple end user technology areas, as well as familiarity of cyber security controls, and the ITIL framework. This is a hybrid position, eligible to work remotely subject to the United Power hybrid work agreement. The incumbent will be required to work on-site regularly and must be able to report to any United Power location with little notice, depending on business needs and projects.
Essential Functions and Responsibilities:
Generally, 50% of the responsibilities of the position are spent on direct support, implementation, and proactive progression of the end user computing environment. The remaining 50% is spent managing the IT Service Desk function, leading the User Experience team, and participating in departmental projects.
- Develops and maintains excellent working relationships with peers and stakeholders. Works collaboratively with colleagues and fosters a spirit of cooperation in the workplace.
- Fosters a culture which embraces and adopts technologies through early adopter and pilot programs.
- Builds team comradery. Trains new team members and coaches all team members in methods of troubleshooting, customer service and improving their technical knowledge.
- Interfaces with the end user to thoroughly understand the impact and scope of issues, business process affected and 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.
- As a lead role, assigns tasks to members of the IT User Experience team and ensures a high-quality resolution/completion and ensures IT Service Desk coverage is available during business hours and a few off-hours events each year.
- Administers the day-to-day IT Service Desk function. This encompasses incident management, problem management, escalations, asset management, solution management and the service desk platform.
- Ensures that incident reports are thoroughly triaged, well documented, and routed to the appropriate party.
- Ensures that customers remain well informed of the status of their incident report and addresses any questions or concerns posed.
- Monitors IT Service Desk queues for tickets that require attention or escalation and takes steps necessary to remediate the problem.
- Regularly reviews completed tickets to ensure quality of documentation, communication, and excellent customer service. Provides coaching and mentorship to the IT User Experience team to continuously improve the level of service provided.
- Prepares and reviews IT Service Desk activity reports to monitor trends, keep IT leadership informed, and identify the necessity for future Service Desk function changes.
- Manages and maintains the IT asset inventory, ensuring tracking procures are followed and that information accurately reflects the current actual status of equipment. Monitors stock levels of End User Computing equipment and ensures desired inventory levels are maintained.
- Collaborates with the IT Director of Infrastructure & Operations to continuously plan and execute IT asset refresh strategies.
- Ensures timely, accurate deployment of hardware and software required by end users.
- Develops and maintains an IT solutions library to help provide a consistent, quality, timely, and effective incident & problem resolution. Documents technical configurations of the end user computing environment.
- Performs day-to-day administration of the FreshService IT Service Desk platform. Works in collaboration with the IT Director of Infrastructure & Operations and the Chief Information Officer to continuously improve and enhance the platform.
- Collaborates with the IT Director of Infrastructure & Operations to develop standards, practices, and procedures for continual improvement in the end user environment and Service Desk function. Ensures that the User Experience team follows and complies with the preceding.
- Coordinates with third-party support vendors for incident resolution, changes, hardware repair, or application installation/support.
- Performs user account management functions in Microsoft Active Directory, Azure Active Directory/Microsoft 365, and various SaaS solutions.
- Performs user and resource mailbox maintenance in Microsoft Exchange Online.
- Performs day-to-day administration of Microsoft Teams.
- Performs other administrative tasks in the Microsoft 365 environment as assigned.
- Proactively monitors a variety of information sources to stay abreast of new and upcoming features in the Microsoft 365 environment. Works with the End User Computing team to selectively enable, disable, and promote new features.
- Performs user account management functions in and basic troubleshooting of the Avaya ipOffice phone system.
- Manages the execution and enhancement of user onboarding and offboarding processes.
- Establishes communications templates and consistent methods to be used for IT alerts, notifications of maintenance, information dissemination, and ensures that all individuals in the IT department have awareness of these templates, and access to using them. Typically communicates on behalf of the IT department for these matters.
- Leads the IT User Experience team in delivering technical support to the United Power Board of Directors.
- Manages corporate mobile device data plans, ensuring that maximum value is achieved by aligning plan configurations and device usage patterns.
- Participates on project teams.
- Ensures compliance of hardware/software with organizational standards/policies and security standards.
- Provides 24/7 technical support as needed for critical technical issues as part of a rotating team schedule.
- Accepts accountability for all areas of responsibility.
- Job duties may include other duties as assigned.
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.
- Ability to work both independently and collaboratively, and as a member of a team.
- Possess exceptional communication skills, both written and verbal. Ability to determine the technical skill level of the information recipient, and to formulate and tailor communications accordingly.
- Ability to work collaboratively with colleagues and fosters a spirit of cooperation in the workplace.
- Ability to organize and drive own daily activities based on both broad and specific directives, processes and procedures, with ability to meet multiple deadlines, and effectively handle multiple tasks.
- Demonstrated basic knowledge of cybersecurity best practices. Progressively increases knowledge in the realm of cyber security - specifically in understanding the SANS critical controls, and NIST framework.
- Demonstrated knowledge in Windows 10, Microsoft Office, Apple iOS, patching/imaging solutions, desktop/laptop hardware, printers/peripherals.
- Demonstrated knowledge of Active Directory, TCP/IP networking, VPNs, wireless solutions, mobile device management systems, and workstation security products.
- Demonstrated aptitude for learning new technologies.
- Ability to guide others in setting goals that are aligned with organizational goals, policies and practices.
- Ability to create, expand, and maintain relationships with peers and stakeholders. Ability to professionally resolve conflict.
Supervision Received and Exercised:
Receives both general and specific, guidance and direction from IT Director of Infrastructure & Operations, CIO, or IT Project Manager.
Assigns work, ensures completion, enforces procedures, sets and tracks work schedules, coaches, develops members of the IT User Experience Team, which typically consists of IT End User Support positions and a Technical Business Analyst.
Provides input to IT Director of Infrastructure & Operations on performance of team members. Participates in the review and hiring processes.
Education, Training and Experience:
Minimum of high school diploma or equivalent required.
AND 2 years of experience in an end user technical support position with recent/current versions of Microsoft Windows operating systems, Apple iOS devices, mobile device management systems and Microsoft 365.
Relevant advanced technical certifications, current training, actual work experience that is consistent with the job classifications and progression. Demonstrated experience as the technical lead for routine/small technical projects preferred.
Problem Solving:
- Exhibits a curiosity and desire to understand the underlying cause of technical problems.
- Exercises creative thought in proposing potential solutions to identified problems.
- Collaborates with others to solve more complex problems.
Diagnoses and resolves most common or routine technical problems independently using defined standards and procedures. Increases the frequency of solving moderately complex problems independently. Participates in root cause analysis.
Possesses a high level of emotional intelligence.
Discretion/Latitude:
Works under minimal supervision, independently and as a leader of the IT User Experience team, based on general and specific direction, Service Desk cases, project task assignments, department’s priorities. Day-to-day work is self-initiated and self-directed based on priorities established by IT Director of Infrastructure & Operations, Chief Information Officer, or IT Project Managers.
Follows defined procedures for incidents, requests, and changes. Escalates or communicates unresolved or highly visible issues to appropriate management within any defined procedures.
Impact:
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.
Liaison:
Works with all employees and external vendors.
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.
- Lift and carry 5-40 pounds frequently and push/pull up to 100 pounds 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.
- Requires the ability to drive a vehicle between office locations.
- Work is subject to irregular hours.
Working Conditions:
Office setting 95% of the time. 5% 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). 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.
Typical hiring range:
$81,164 - $87,509 annual salary, with a grade maximum of $93,854
In addition to a competitive salary, we offer a generous benefits package that includes an employee retirement plan, 401K with match, paid holidays, vacation & sick leave, medical, dental, vision, short-term disability, long-term disability, and life insurance. For a full list of benefits, please visit our careers page at https://www.unitedpower.com/careers.
United Power is an Equal Employment Opportunity Employer. United Power prohibits discrimination against applicants or employees on the basis of age 40 and over, race, gender identity, sex, sexual orientation, color, religion, military or veteran status, national origin, disability, genetic information or any other applicable status protected by state or local law.
We are interested in every qualified candidate who is eligible to work in the United States. However, this position is not eligible for visa sponsorship.
NOTE: This position description is not intended to be all-inclusive; an employee will also perform other job responsibilities as assigned by the immediate supervisor or management.
Management reserves the right to change position descriptions, specifications or work schedules to accommodate individuals with disabilities or as the need arises.
This position description does not constitute a written or implied contract of employment.
