Assist the Support Services Department in responding to user questions, problems, and needs while following appropriate procedures. The primary duties are to help support the hardware refresh process, install software on PCs, set up new user PCs, maintain checkout equipment including inventory, and set up conference rooms. Provide customer support to all levels of computer users, assisting them in effectively utilizing Great River Energy’s (GRE’s) computer systems, networks, and PC peripherals.
Provide desktop PC support, including hardware and software installation, use, maintenance, and administration.
Resolve user questions regarding hardware, software, and various applications in order to provide direct and prompt customer service following service ticket procedures. Escalate issues as necessary within IT and coordinate resolution.
Partner with other IT staff to support current project and daily tasks related to support offerings, software and hardware upgrades, and new user set up.
Coordinate small IT projects of limited scope and complexity and participate in larger IT projects to meet established schedules and budgets. This would include imaging and swapping computers during the summer equipment refresh.
Education and Experience:
Knowledge typically acquired through a high school diploma or equivalent is required. Must be enrolled in college in an information systems curriculum. Experience in installing, administering, and maintaining Microsoft Office applications, desktop operating systems, PCs, adapter cards, modems, etc. preferred. Work experience is not required. Must have a valid driver’s license.
Technical Competencies: Must have a general knowledge of computer systems, hardware, and software applications. Must have a general understanding of knowledge of basic computer networking principles and designs. Must have the ability to manage multiple tasks and identify when escalation is necessary to complete assignments. Must be capable of communicating effectively with technical level and non-technical personnel at all levels. Must have analytical, interpretive, interpersonal, and problem-solving skills.
Normal office conditions with visits into plants. Plant conditions may include exposure to noise, vibration, dirt, and dust. Conditions may include long periods of sitting, using a keyboard or mouse, and reading a PC monitor. May be required to do occasional lifting of computer equipment (approx. 40 lbs), work under and around office furniture and plant equipment. Required to wear personal protective equipment as needed. Must be able to read, speak and comprehend the English language. May be expected to travel to support remote sites. Must be able to perform the essential functions of the job.