IT Support Specialist

Summary

Chugach Electric Association is a member-owned cooperative based in Anchorage, Alaska, providing reliable and affordable power to over 92,000 members. The IT Support Specialist is responsible for delivering technical support to employees and contractors for various IT issues, including desktop hardware and software, while also managing user access and permissions within Active Directory.

Responsibilities

• 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

Skills

• Minimum of two years' experience in maintenance of personal computer systems and mobile devices
• Minimum of one year experience as a Software Support Specialist within Chugach Electric
• A certificate from an accredited charter school in information technology
• An Associate Degree in Science from an accredited college in information technology or similar
• 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

Qualifications

Must Haves

• Minimum of two years' experience in maintenance of personal computer systems and mobile devices
• Minimum of one year experience as a Software Support Specialist within Chugach Electric
• A certificate from an accredited charter school in information technology
• An Associate Degree in Science from an accredited college in information technology or similar
• 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

Benefits

• Health Benefits (Available through IBEW with the Alaska Electrical Trust Fund)
• Medical & RX
• Dental
• Vision
• 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