IT Support Specialist

IT · Hermiston, Oregon
Department IT
Employment Type Full-Time
Minimum Experience Mid-level
Compensation DOE

Umatilla Electric Cooperative (UEC) is a progressive Electric Utility Cooperative located in North Eastern Oregon along the beautiful Columbia River, offering a wide variety of activities year-round. UEC is experiencing rapid growth in the commercial and industrial area and has a challenging position for the right candidate.  UEC is seeking a full-time IT Support Specialist to be located at the utility office in Hermiston Oregon. UEC offers a competitive wage and benefits package and a 4 day, 10 hour a day work week.  

SUMMARY

Position is responsible for embracing and supporting the cooperative’s strategic plan in conjunction with the Information Technology (IT) department’s mission, “To provide exceptional IT solutions and services that support the vision, objectives and overall mission of UEC and its members.” by providing outstanding end-user support, resolving Incidents and Service Requests, and escalating those that cannot be resolved in a timely fashion. Provides support for end-user devices and software including enterprise applications, Microsoft O365, Windows, and corporate mobile devices. Performs routine to moderately complex departmental projects as directed, with primary focus being end-user support. Proactively monitors equipment locations such as cabinets, server and equipment rooms.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include other duties as assigned.

  • Tracks Service Desk incidents and new service requests to resolution. Monitors incoming employee requests made in person or via phone, email, voicemail, and prioritizes incidents based on severity and impact to business production.
  • Independently resolves IT Service Desk incidents and new service requests. Ensures appropriate and timely escalation of incidents that require resolution by other members of the IT team.
  • Thoroughly documents work completed into the appropriate service desk or project management systems. Documentation includes a clearly defined description of the issue, complete troubleshooting steps, customer communications, equipment asset information and a complete description of the resolution.
  • Analyzes and solves problems of routine to moderate complexity both independently and through team collaboration.
  • Monitors and responds to system events and alerts. Uses programming or scripting languages as needed to support environment.
  • Coordinates with third party support vendors for incident resolution, changes or application installation/support. Maintains a working knowledge and understanding of the technology and business environment and discusses all issues/requests in detail with the managed service provider until resolved.
  • Provides timely end-user support for enterprise applications, Microsoft Office product suite, Windows and corporate mobile devices from the end-user perspective. Additional end-user support with iVue, GIS, and Outage applications will be provided as needed.
  • Understanding of departmental and specific end-user’s business processes and how applications and technology can enhance their productivity.
  • Provides training to ensure leveraging of technology, software and hardware in the department’s business processes is utilized to the fullest potential. Delivering of group and individual training sessions while proactively assisting with coordination and development of training materials as directed. Performs ongoing project management tasks following the Project Management Institute Book of Knowledge (PMBOK) project management structure and coordinates these efforts with fellow UEC employees. Uses project management software and tools to track progress. Project involvement will be based on overall workload, with end-user support being the primary focus for this role.

 

JOB DUTIES may include other duties as assigned.

  • Demonstrates initiative with constructive solutions for improving service delivery.
  • Processes and creates reports per IT Service Desk and performance tracking metrics.
  • Assists in tracking software license compliance, maintenance contracts and reports status to the Manager of IT.
  • Communicates all system maintenance/outage windows to the appropriate vendors and UEC employees.
  • Monitors and responds to system events and alerts within accepted timeframes.
  • Performs projects and specific task assignments with direction as needed.
  • Participates in a 24-hr / 7-day a week on-call schedule.
  • Configures and administers IT equipment related environmental monitoring systems, including UPS for Server Room, network closets and cabinets. Proactively monitors Server Room, network closets and cabinets. Works with building operations to ensure that HVAC, power, and security are delivered to equipment rooms.
  • Follows defined procedures for incidents, requests, and changes. Escalates and communicates unresolved or highly visible issues to the appropriate management personnel within defined procedures.
  • Works collaboratively with colleagues and fosters a spirit of cooperation within the workplace.
  • Professionally represents the organization while influencing positive relationships with the members and the public.
  • Respectfully takes direction from supervisor and/or manager and supports ongoing departmental initiatives and workplan goals.
  • Maintains punctual, consistent attendance.

 

QUALIFICATIONS

EDUCATION and/or EXPERIENCE

Education:      Associates or Bachelor’s Degree in a related field, or five (5) years related experience.

Experience:    Three (3) to five (5) years of experience in supporting connectivity, mobile devices, Windows desktops, Microsoft Office suite and enterprise application.  Proficient working knowledge of current releases of iOS, Microsoft Windows, SCCM and Microsoft Office products in a Windows Active Directory networked environment is required.

 

EOE M/F/Disability/Veteran. Posting closes when filled.

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  • Location
    Hermiston, Oregon
  • Department
    IT
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level
  • Compensation
    DOE