The IT service desk technician I/II is responsible for providing technology support to the Platte River end user community, with technicians placed at level II providing tier two technology support. Technicians troubleshoot and resolve issues submitted by users or escalated by other service desk staff via ServiceNow, phone, email, and in person at both Platte River's headquarters and Rawhide Energy Station locations. They are responsible for various support tasks including documentation, record keeping, asset decommissioning/disposal and entry-level system administration tasks.
Individuals receive direction from management, directly support other members of the service desk team, are open to input from others, possess strong written and verbal communications skills and are committed to developing problem solving, time management, technical, and interpersonal skills through formal training and self-development activities. Technicians at level II may provide support and mentoring to staff in service desk assignments.
IT team members respectfully and constructively suggest improvements as they identify inefficient or ineffective processes or systems and are committed to relationship management with colleagues, supervisors, vendors, consultants, auditors and others with whom they come in contact while representing Platte River. The ideal candidate for this position will be service-oriented, dedicated to teamwork and collaborative across the organization.
Essential duties and responsibilities
The individual in this role must possess the required knowledge, skills, abilities and experience and be able to perform the essential functions of this job, either with or without reasonable accommodation(s).
Troubleshoot and resolve technology issues submitted by users and escalated by other Service Desk staff, documenting resolution details in ServiceNow
Install, configure, repair, upgrade, move, and remove computers and other technology
Manage Windows software in support of Platte River staff, including problem diagnosis, repair and performance tuning
Manage corporate printers and copiers including troubleshooting, repair, purchasing and decommissioning of old printers
Support and administration of corporate mobile phones, including tasks such as configuration, deployment, support, recycling and inventory tracking
Support the usage and licensing of cloud storage platform(s)
Administer license distribution and tracking for various software applications across the enterprise
Document standard processes and procedures for IT staff and end users Provide audiovisual support for conference rooms, offices, special events and board meetings
Regularly update and monitor the asset inventory and configuration management databases
Collaborate with the information security team to remediate vulnerabilities on workstations
Provide support and technical guidance for the Technician I and intern positions
Participate in new employee orientations, representing the IT service desk
Create processes and procedures for new software or hardware as assigned
Maintain Active Directory computer objects and engage in regular cleanup activities
Coordinate recycling efforts, including any required recordkeeping
Monitor the incident queue and ensure SLAs are being met
Establish and maintain strong relationships across the organization
Work safely and demonstrate a commitment to safety
Maintain regular and reliable attendance
Act as a backup for other service desk team members, cross-training where required
Work after hours for maintenance or project tasks as required
Provide IT training or support trainers as required
Perform other duties as assigned
Required knowledge, skills and abilities
Passion for delivering reliable and secure information technology solutions combined with the highest levels of customer service
Strong written, verbal and listening communication skills
Willingness to learn new technologies and obtain and maintain required technical certifications
Ability to establish and maintain effective working relationships, exhibit a positive attitude and collaborate with others to provide high level of customer service
Ability to manage multiple priorities simultaneously and work with frequent interruptions
Ability to work occasionally during the evenings, weekends, after hours and on-call for both scheduled and unscheduled events
Regardless of placement: current valid driver's license and ability to remain insurable under Platte River's vehicle liability policy
Level I placement
Associates degree in information systems-related field from an accredited college or university, or equivalent combination of education and experience
At least one year of experience administering Microsoft Windows workstations
Additional for level II placement
Bachelor's degree in information systems-related field from an accredited college or university or equivalent combination of education and experience
At least three (3) years of experience in the IT field and three (3) years of experience administering Microsoft Windows workstations
While performing the duties of this job, the employee is required to frequently sit, stand and walk. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. The following requirements are approximate in requirement and % of time:
Use of computer and other related equipment: 60% of time while sitting or standing
Lifting up to 30 lbs.: 5%
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phone, photocopiers, filing cabinets, and fax machines. There is exposure to office noise and occasional plant noise and heat. Work hours are typically Monday through Friday business hours; however, urgent situations may on occasion require the individual to work hours outside of business hours (weekends, nights or holidays as necessary in order to perform maintenance or respond to urgent service needs or emergencies). Work is generally performed onsite; due to COVID-19, this position will alternate between working onsite and remotely, on a temporary basis.
Bi-weekly salary range for level I: $ 2,190 - $ 3,012 (DOQ)
Bi-weekly salary range for level II: $ 2,391 - $ 3,288 (DOQ)
This is a non-exempt position per FLSA and is eligible for overtime compensation.
About Platte River Power Authority
Platte River Power Authority is a not-for-profit utility that generates and delivers safe, reliable, environmentally responsible and financially sustainable energy and services to its owner communities of Estes Park, Fort Collins, Longmont and Loveland. Platte River's generation portfolio includes thermal, hydro, wind and solar resources.
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