Umatilla Electric Cooperative

IT Support Specialist

Hermiston, OR

Full-time

$92,364-$113,596

About This Job

Umatilla Electric Cooperative (UEC) is a progressive electric utility cooperative located in northeastern Oregon along the beautiful Columbia River, offering a wide variety of activities year round. UEC is experiencing rapid growth in the commercial and industrial area and has a challenging position for the right candidate. Offering a “four tens” work schedule, strong benefits, and generous retirement program this is a unique opportunity for a rewarding career with an exciting organization in the growing community of Hermiston Oregon.

Type: Full-Time/In-Office

Salary: $92,364-$113,596 DOQ

UEC Company Benefits & Perks:

4-10 Schedule (Friday's Off)

401(K) up to 11% Company Match

Pension Plan (100% Employer Sponsored)

Tuition Reimbursement Program

Comprehensive Medical/Dental/Vision Benefits options

Competitive Wages

Vacation, Sick Leave and 11 paid holidays

Gym Membership Subsidy

Employer Sponsored Training

Various Opportunities for Fundraising and giving back to the community

SUMMARY

With direction, this position is responsible for monitoring incoming employee requests, troubleshooting and resolving incidents, and logging incidents in a service desk application while providing excellent service to fellow employees. This position updates or creates procedures, maintains an understanding of departmental and specific end-user business processes, provides training to end-users, and performs departmental projects as directed.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include other duties as assigned.

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Monitors incoming employee requests based on severity and impact on business production.

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Performs initial assessment, triage, research, and resolution of requests in timely manner.

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Responsible for collecting detailed information about the request through a conversation with the customer.

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Logs and tracks support desk tickets in the service desk application. Documents a description of the issue, troubleshooting steps, customer communications, equipment information, third-party vendor support, and a description of the resolution, among other items as assigned.

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Responsible for maintaining communication with the requester and key stakeholders throughout the life of the request.

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Updates or creates procedures concerning end-user support for ongoing issues and recommends modifications to existing procedures.

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Performs user account provisioning and maintenance, file server security settings, email distribution group changes, SharePoint support, and password resets.

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Procures, installs, and maintains end-user hardware and software deemed necessary for operations.

JOB DUTIES may include other duties as assigned.

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Coordinates with third-party support vendors for incident resolution, changes, or application installation/support. Maintains a working knowledge and understanding of the technology and business environment and discusses all issues/requests in detail with the managed service provider until resolved.

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Maintains an understanding of departmental and specific end-user business processes and how applications and technology can enhance productivity.

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Provides end-user training on software, hardware, and cybersecurity best practices. Delivers group and individual training sessions while proactively assisting with coordination and development of training materials as directed.

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Performs departmental projects as directed, with the primary focus being end-user support.

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Demonstrates initiative with constructive solutions for improving service delivery.

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Assists in tracking software license compliance, maintenance contracts and reports status to the IT Supervisor.

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Communicates all system maintenance/outage windows to the appropriate vendors and UEC employees.

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Monitors and responds to system events and alerts.

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Participates in a 24-hr / 7-day a week on-call schedule.

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Maintains up-to-date knowledge of technology. Acquires and maintains appropriate IT certifications. Participates in local professional group meetings, online professional listservs, and stays abreast of new trends and innovations.

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Works collaboratively with colleagues and fosters a spirit of cooperation within the workplace.

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Respectfully takes direction from Supervisor.

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Conducts themselves in a manner that reflects well on UEC and contributes to harmonious relations with members and the general public.

QUALIFICATIONS

EDUCATION and/or EXPERIENCE

Education: Associate’s or Bachelor’s Degree in a related field, or equivalent combination of education and experience.

Experience: Three (3) to five (5) years of experience in supporting end-users’ connectivity, mobile devices, Windows desktops, Microsoft Office suite and enterprise applications

Proficient working knowledge of current releases of iOS, Microsoft Windows, and Microsoft Office products in a Windows Active Directory networked environment is required.

Preferred Qualifications/Skills:

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Excellent verbal and written communication skills. Ability to read, analyze, and interpret common technical descriptions/instructions. Ability to respond to common communications from colleagues, members of the Cooperative or business community. Ability to effectively present information to colleagues, management, the public, and/or board of directors.

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Proficient in computer technology; adapts and embraces new devices, software applications and technology processes. Must be a strong reference for other users performing various computer functions.

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Preferred experience with SCCM and/or Microsoft InTune.

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A valid driver’s license is required for occasional business travel.

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Current CompTIA A+, Network+, MD-100 Windows Client, and Microsoft 365 Certified Fundamentals are not required at time of hire, but acquisition and maintenance of certifications is a requirement for ongoing job duties.

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Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.