IT Support Specialist

Job Description

• Accountability Objectives
  
  

The IT Support Specialist is responsible for providing local and remote company employees and contractors with technical support for their desktop hardware, mobile devices, printers, peripherals, software, and operating system requests and issues.

Minimum of two years’ experience in maintenance of personal computer systems and mobile devices.

OR

• Reporting Relationships
• Reports to: Manager, Service Desk
• Directs: None
• Responsibilities and Authorities
• Performs Personally
• As assigned, act as the first point of contact for users requiring Information Technology (IT) assistance. Answer customer telephone calls and emails in a professional and courteous manner.
• Adjust user access and permissions within Active Directory, including managing user accounts, enabling, disabling, and unlocking accounts, modifying group memberships, and adjusting organizational unit (OU) assignments to ensure proper access control with the exclusion of groups and OUs defined as highly sensitive.
• Design, develop, test and implement IT solutions that benefit company business improving processes, applications, and utilities, while providing local and remote employees, and contractors with technical support for desktop hardware, software, and operating system issues.
• Evaluate, install, configure, and test new desktop hardware, virtual desktops, software, and operating systems for internal employees and external contracting users. Troubleshoot and resolve basic and complex (standard and non-standard) hardware and software support issues to include Virus/Spyware/Malware clean-up and remediation.
• Perform advanced troubleshooting and resolve issues with computers, mobile devices, point of sale systems, scanners, and printers.
• Image and deploy desktops, laptops, and mobile devices as needed, local and remote repair situations, projects, and upgrades.
• Repair desktop computing hardware down to field replaceable units (i.e., ram, CPU, hard drives), and conduct return materials authorizations where needed.
• Analyze users’ needs and recommend purchase requisitions.
• Receive and track physical assets from warehouse delivery to final location.
• Create hardware and software test plans and perform testing prior to user acceptance. Resolve issues by assisting staff in installing tested and approved hardware, software, patches, and configurations.
• Attend training and user conferences to stay current on skill sets and recommend process improvements to IS department staff.
• Coordinate with multi-disciplinary staff to solve technical problems.
• Track reported issues from receipt to completion where needed.
• Implement methods to eliminate or avoid consistent problems, reduce operating costs, and provide users with a satisfactory response.
• Interact with hardware and software vendors as Chugach’s primary customer contact to resolve technical issues, bugs, potential improvements, and to communicate enhancement requests.
• Document work practices, environment changes, and standard operating procedures. Conduct peer review on department documentation updates.
• Update status and/or resolve support tickets according to priority in the ticketing system, documenting root cause and detailing resolution. Provides updates to users on status requests of submitted tickets.
• Perform other skills as listed in skill qualification matrix. Responsible for tracking current tasks status and requesting audit for grade alteration.
• Provide feedback in relation to skill qualification matrix to peers within the department.
• Perform other duties in conjunction with evolving technological changes.
• Relationships
• Internal
• IT Management: Receives direction and assistance from, exchanges information and makes recommendations.
• Lead Support Specialist: Receives direction and assistance from, exchanges information and makes recommendations.
• Other Information Technology Staff: Coordinates interrelated activities and exchanges information.
• Users: Provide product support, exchanges information.
• External
• Vendors and Consultants: Consults and coordinates with, and exchanges information.
• Software and Hardware Vendors: Consults with, performs advanced troubleshooting, reports and solves problems.
• Flex Details
• This position is a flex grade position. Employees will request their qualifications be reviewed for advancement to IT Support Specialist 2.
• Management, Lead Support Specialist(s), and IT Support Specialist 2(s) will review the employee’s current skills and time of experience and determine if they meet the minimum qualifications for grade adjustment.
• Minimum qualifications are listed in section VI and include the IT Support Skills Qualification Matrix.
• Upon review, the employee will be given their results with an explanation of cause for award or denial of grade adjustment, to include recommendations on areas to improve and specific examples if available.
• If qualified, the employee will be adjusted to IT Support Specialist 2 and placed in the lowest step that is higher than their current pay rate. This will be effective on date of approval.
• If denied for lack of qualifications, the employee must wait a minimum of 180 days prior to requesting additional qualification reviews.
• Job Qualifications
• Minimum Qualifications
• IT Support Specialist
  

Minimum of one year experience as a Software Support Specialist within Chugach Electric.

OR

A certificate from an accredited charter school in information technology.

OR

An Associate Degree in Science from an accredited college in information technology or similar.

• Knowledge, Skills and Abilities
• IT Support Specialist
• Excellent communications and interpersonal skills, both oral (including telephone and face-to-face) and written.
• Ability to understand and execute oral and written instructions and to instruct others in routine tasks.
• Willingness and ability to learn quickly. Proactive in implementing change through teamwork.
• Skill in operation of a variety of computer equipment, mobile devices, software, and associated peripherals.
• Skills in Windows based pcs, mobile devices, and multi-function printing environment (software and/or hardware).
• Possess a strong working knowledge of the functions of a IT support environment.
  
  

• Working Conditions
• Standard office environment.
• Must be able to lift 50 pounds.
• Pushing/Pulling – moving items without lifting.
• Bending, Twisting, Kneeling – movement involving knees, back, and hips.
• Climbing – descend and ascend various equipment (i.e., ladders)
• Crawling – move or traverse distances on hands and knees.
• This position is subject to call-out outside normal working hours, with occasional weekend work.
• Periodic field trips to inspect and service remote facilities required.
  
  

Company Description

Chugach Electric Association is a member-owned cooperative, headquartered in Anchorage, Alaska's largest city. Anchorage itself sits at the base of the Chugach Mountains. Chugach is pleased to provide reliable, affordable power to more than 92,000 members from Anchorage to the northern Kenai Peninsula, and from Whittier on Prince William Sound to Tyonek on the west side of Cook Inlet. We service over 113,000 locations with 3,782 miles of transmission and distribution lines. We have many services that make it easy to power homes and businesses with Chugach.

A little more about us: Chugach has been around for a long time, recently celebrating 75 years! We are a stable company, in a stable industry. And while we may have stability, we are modern, sustainable and forward-thinking to ensure that we provide reliable services for generations to come. We also pride ourselves on the longevity of our employees. We have several 20, 30 and 40 year tenured employees who continue foster an inclusive, innovative corporate environment. Find your spark!

Chugach's Corporate Vision

Responsibly developing energy to build a clean, sustainable future for Alaska.

Chugach's Corporate Mission

We provide safe, reliable, and affordable electricity through superior service and sustainable practices, powering the lives of our members.

Chugach's Corporate Values

Guided by our values of safety, accountability, and sustainability, we are committed to serving our members, the community, and the Chugach team.

Equal Employment Opportunity

It is a policy of Chugach Electric Association, Inc., to recruit, hire, train, promote, and compensate persons without regard to race, color, religion, national origin, sex, marital status, pregnancy, parenthood, physical or mental disability, veteran's status, age, or any other classification protected by applicable, federal, state, or local law.

Chugach is also an affirmative action employer.

Chugach Electric does not sponsor employment visas. Applicants must be authorized to work in the U.S. at the time of application and throughout employment. Employees must be able to provide documentation to Chugach Electric to show their identity and authorization to work.

Benefits

Health Benefits (Available through IBEW with the Alaska Electrical Trust Fund)

• Medical & RX
• Dental
• Vision
  
  

For more information, you can contact the IBEW Hall at 907-272-6571 or visit www.aetf.com

Financial Security

• 401K Plan
• Defined Benefit (Pension through IBEW)
• Dependent Flex Spending Account
  
  

Life Insurance Benefits

• Basic Life Insurance paid for by Chugach Electric
• Supplemental Life Insurance
  
  

Work, Life, Health

• 160 hours vacation for the first year
• 10 Paid Holidays 3 Float Holidays
• Employee Assistance Program
• MetLife Will Preparation