Delta-Montrose Electric Association
Help Desk Technician
Delta-Montrose Electric Association, Montrose, Colorado, us, 81402
JOB SUMMARY:
The Help Desk Technician provides essential support for all helpdesk inquiries, addressing the diverse technology needs of the staff. Key responsibilities include diagnosing and troubleshooting computer hardware and software issues, performing installations and modifications on both PC and MAC systems, and ensuring user and data security. The role also involves providing end-user training to enhance technical proficiency and support, which requires keen attention to detail and excellent problem-solving skills. This position is expected to manage multiple tasks simultaneously, adjusting to shifting priorities, and delivering solutions independently with professionalism and efficiency.
QUALIFICATIONS AND EXPERIENCE High School diploma or GED required. Associate's degree from an accredited college in Information Technology, Management of Information Systems, and Business Administration or a closely related area of study. Any equivalent combination of education and experience may be substituted. A minimum of one (1) year demonstratable IT experience and a minimum of one (1) year of experience in customer service support role. Experience with Office 365 required and PC and MAC operating system experience preferred. Effective communication, analytical, problem-solving, and leadership skills. Excellent interpersonal skills and customer service oriented. Requires time and workload management skills with the ability to prioritize, work independently, and multi-task to meet established deadlines. Ability to independently resolve problems, research information, create solutions, and make decisions based on facts and sound judgment. ESSENTIAL JOB FUNCTIONS:
Delta-Montrose Electric Association reserves the right to change or modify the duties and essential functions of this position at any time. Serve as the first point of contact for helpdesk and deskside support issues for end-users, providing software training and troubleshooting assistance for basic IT/IS questions and concerns. Responds to IT/IS inquiries via email, through online chats, over the phone, or in person. Responsible for triaging, managing, and addressing support cases in the ticketing system with escalating tickets to Tier 2 support as needed to ensure timely customer service and resolution of tickets. Monitors open tickets, provides update status to users, and generates data collection for performance monitoring. Responsible for Tier 1 helpdesk ticket resolution by walking end-users through a step-by-step problem-solving process to resolve helpdesk tickets. Provide on-site or remote support and assistance to resolve general problems and end-user questions regarding hardware and software used in general business applications. Includes PC or MAC hardware and peripherals, new equipment/software installations or upgrades, videoconferencing equipment, and telephone and network connectivity. Supports the configuration, setup, and deployment of both physical and virtual machines, ensuring systems are properly prepared for use and integrated into the network infrastructure. Assists with the creation, management, and troubleshooting of user accounts, ensuring proper access to systems, applications, and resources based on established permissions and security protocols. Oversee and manage IT/IS hardware inventory. To ensure accurate accounting of inventory for purchasing and deployment. Contribute documentation for both internal helpdesk and end-user use. Work with team members on special projects as needed. Provide back-up technical support for the Information Systems Analyst. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Other duties as assigned. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for personnel in this position.
ESSENTIAL PHYSICAL AND MENTAL REQUIREMENTS:
Frequent standing or sitting for extended periods; frequent walking, depending upon assignment; occasional pushing/pulling; occasional bending, kneeling, squatting and crawling; and occasionally lifting up to 25 pounds. Requires the ability to talk or hear, both in person and by telephone; and use hands repetitively to operate or handle office equipment including a keyboard/computer; and reach with hands and arms. Requires attention to detail; the ability to read and write; analyze data and reports; and conduct research.
WORKING CONDITIONS:
Close to 100% of the work performed is done indoors in an office setting. Office equipment used includes PCs, MACs, and various mobile devices. This position is subject to many interruptions and pressures due to multiple calls and inquiries. Must have the ability to adjust to shifting priorities and remain capable of working both independently and as part of a team.
Occasional travel by company vehicle and/or commercial means may be required.
The Help Desk Technician provides essential support for all helpdesk inquiries, addressing the diverse technology needs of the staff. Key responsibilities include diagnosing and troubleshooting computer hardware and software issues, performing installations and modifications on both PC and MAC systems, and ensuring user and data security. The role also involves providing end-user training to enhance technical proficiency and support, which requires keen attention to detail and excellent problem-solving skills. This position is expected to manage multiple tasks simultaneously, adjusting to shifting priorities, and delivering solutions independently with professionalism and efficiency.
QUALIFICATIONS AND EXPERIENCE High School diploma or GED required. Associate's degree from an accredited college in Information Technology, Management of Information Systems, and Business Administration or a closely related area of study. Any equivalent combination of education and experience may be substituted. A minimum of one (1) year demonstratable IT experience and a minimum of one (1) year of experience in customer service support role. Experience with Office 365 required and PC and MAC operating system experience preferred. Effective communication, analytical, problem-solving, and leadership skills. Excellent interpersonal skills and customer service oriented. Requires time and workload management skills with the ability to prioritize, work independently, and multi-task to meet established deadlines. Ability to independently resolve problems, research information, create solutions, and make decisions based on facts and sound judgment. ESSENTIAL JOB FUNCTIONS:
Delta-Montrose Electric Association reserves the right to change or modify the duties and essential functions of this position at any time. Serve as the first point of contact for helpdesk and deskside support issues for end-users, providing software training and troubleshooting assistance for basic IT/IS questions and concerns. Responds to IT/IS inquiries via email, through online chats, over the phone, or in person. Responsible for triaging, managing, and addressing support cases in the ticketing system with escalating tickets to Tier 2 support as needed to ensure timely customer service and resolution of tickets. Monitors open tickets, provides update status to users, and generates data collection for performance monitoring. Responsible for Tier 1 helpdesk ticket resolution by walking end-users through a step-by-step problem-solving process to resolve helpdesk tickets. Provide on-site or remote support and assistance to resolve general problems and end-user questions regarding hardware and software used in general business applications. Includes PC or MAC hardware and peripherals, new equipment/software installations or upgrades, videoconferencing equipment, and telephone and network connectivity. Supports the configuration, setup, and deployment of both physical and virtual machines, ensuring systems are properly prepared for use and integrated into the network infrastructure. Assists with the creation, management, and troubleshooting of user accounts, ensuring proper access to systems, applications, and resources based on established permissions and security protocols. Oversee and manage IT/IS hardware inventory. To ensure accurate accounting of inventory for purchasing and deployment. Contribute documentation for both internal helpdesk and end-user use. Work with team members on special projects as needed. Provide back-up technical support for the Information Systems Analyst. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Other duties as assigned. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for personnel in this position.
ESSENTIAL PHYSICAL AND MENTAL REQUIREMENTS:
Frequent standing or sitting for extended periods; frequent walking, depending upon assignment; occasional pushing/pulling; occasional bending, kneeling, squatting and crawling; and occasionally lifting up to 25 pounds. Requires the ability to talk or hear, both in person and by telephone; and use hands repetitively to operate or handle office equipment including a keyboard/computer; and reach with hands and arms. Requires attention to detail; the ability to read and write; analyze data and reports; and conduct research.
WORKING CONDITIONS:
Close to 100% of the work performed is done indoors in an office setting. Office equipment used includes PCs, MACs, and various mobile devices. This position is subject to many interruptions and pressures due to multiple calls and inquiries. Must have the ability to adjust to shifting priorities and remain capable of working both independently and as part of a team.
Occasional travel by company vehicle and/or commercial means may be required.