IT Endpoint Support Specialist I or II

Connect to a career at City Utilities! CU has been connecting our community to the services they need for every day life since 1945. From electricity to power our lives, clean water to be healthy, natural gas to stay warm, internet to keep businesses connected, to transit services to get them where they need to go.

# Salary:

IT Endpoint Support Specialist I - Grade 55:

Minimum: $1,072.78/weekly

Midpoint: $1,314.16

IT Endpoint Support Specialist II - Grade 56:

Minimum: $1,226.66/weekly

Midpoint: $1,502.66

# Work Schedule:

Monday - Friday, 7:00 am - 4:00 pm or 8:30 am - 5:30 pm, on an as needed basis

# Job Description:

The IT Endpoint Support Specialist II assumes greater responsibility and accountability for all job functions and Knowledge, Skills, and Abilities listed below. For a detailed description of all job responsibilities for each position level, please reach out to Recruitment at 417-831-8460.

PURPOSE OF POSITION:

Under the direction of the Supervisor - IT Endpoint Support or designee, provides exceptional service to Information Technology customers by maintaining a central point where customers can report problems, ask questions, seek resolution, and obtain status of requests related to project/tasks. Assists in coordination between all areas of Information Technology in resolving Support Center calls, completing requests, and providing communication support for all aspects of Information Technology. Assists as a technical resource in a project environment and provides daily desk side support to customers. Develops, researches, maintains, and documents support actions into an ITIL based trouble-ticketing application in an enterprise environment compliant with SLAs and ITIL practices. Assists in developing and teaching IT related training classes to the employees of City Utilities, which includes the MS Office 365 products suite. Installs, maintains, configures images to work with various software and operating systems, and supports all aspects of computer hardware and software, printers, and peripherals.

ESSENTIAL JOB FUNCTIONS:

1. Assists in coordinating all Information Technology communication to customers, including receiving and coordinating all Support Center calls and requests.

2. Researches, makes technical decisions, and implements the best solution for the customer’s desktop environment in conjunction with our standards and budgetary responsibility.

3. Defines, monitors, and applies Information Technology policies when appropriate.

4. Has an awareness of Information Technology Infrastructure Library (ITIL) and IT Service Management Best Practice (ITSM).

5. Participates in IT asset management decisions and processes.

6. Will be part of the Support Center after-hours on-call and phone rotation.

7. Performs other related duties as required or assigned by management.

QUALIFICATIONS:

Education and Experience:

Bachelor’s degree from an accredited college or university with a major or minor in Business, Communications, Computer Information Systems, Computer Science, or a related field is required.

IT Endpoint Support Specialist I:

Exceptional related experience and/or IT certification may be considered in lieu of degree on a year-for-year basis. One year of recent experience related to supporting/troubleshooting/configuring personal computer hardware, software, Windows Operating Systems and MS Office 365 is required.

IT Endpoint Support Specialist II:

Exceptional related experience and/or certification in A+, Network +, MCSE, MCDST, HDI Help Desk Analyst and/or Support Technician, or ITIL Certification may be considered in lieu of degree on a year-for-year basis. Three years of recent experience related to supporting/troubleshooting/configuring personal computer hardware, software, and Windows Operating Systems and MS Office 365 is required.

Licensing/Certification:

A+, Network+, Microsoft, IT Infrastructure Library (ITIL) Foundation, or other IT Support certification preferred. Must have a valid driver’s license (minimum Class F).

IT Endpoint Support Specialist II:

Certification in MCSE, MCDST, HDI Help Desk Analyst and/or Support Technician, or ITIL Certification is preferred. Certification and training related to Hewlett Packard/Dell/Compaq is preferred.

Knowledge, Skills, and Abilities:

Skills and abilities are expected to increase as an IT Endpoint Support Specialist II.

- Analytical, organizational, problem-solving, decision-making, and relational skills.

- Capability to quickly learn and become familiar with technical subjects is essential.

- Ability to:

o Communicate clearly, concisely, and convey technical information in non-technical terms.

o Meet and deal with people cooperatively and effectively.

o Prioritize and work a wide range of technical support calls.

o Multitask while communicating with customers and team members over the phone, video conferencing, and in-person.

o Meet deadlines and schedule work for timely completion.

o Troubleshoot and diagnose issues on mobile devices.

o Learn about vehicle mounted computer hardware, tablets, air cards and GPS.

o Effectively utilize a range of digital tools and platforms, including but not limited to Microsoft Office Suite, enterprise software, artificial intelligence-enhanced applications, and self-service systems. Must possess a willingness and capacity to learn and adapt to emerging technologies, including mobile devices, cloud-based systems, and data-driven platforms relevant to utility operations.

- Knowledge of cybersecurity principles as they relate to end users, including appropriate use of information resources.

- Consistently demonstrate ability to meet deadlines and scheduling of work for timely completion.

- Install, maintain, and support all aspects of IT equipment.

- Experience with developing, reviewing, researching, and documenting support actions in an ITIL-based ticket management application, while compliant with SLAs and best practices.

- Maintain adherence to all company policies.

Physical Requirements:

Typically, sedentary work. Ability to express or exchange ideas by means of the spoken word and receive detailed information through oral communication. Substantial movements of the wrists, hands, and/or fingers, and close visual acuity to operate a computer is required. Bending and stooping may be required for filing and file retrieval. Must be able to lift 25 pounds (computer equipment).

Working Conditions:

Normal office environment. May require occasional late hours and weekend work.

Miscellaneous Requirements:

Employee must remain alert and aware of their surroundings at all times and maintain the ability to respond to changing circumstances in a timely manner.

Must be able to work successfully with diverse groups of people.

TESTING

Testing may be required.

EEO

City Utilities offers equal employment opportunities to individuals without regard to race, color, religion, sex, sexual orientation, gender identity, ancestry, national origin, disability, age, veteran status, genetic information or marital status. Learn more about CU and EEO.