PC Help Desk Technician

Overview

Wyandotte Technologies, under long-term contract with the Southwestern Power Administration (SWPA)—an agency within the U.S. Department of Energy—is seeking a skilled and customer-focused Helpdesk Technician to provide technical and operational support at SWPA’s Springfield, Missouri facility. The ideal candidate will have a proven track record in providing responsive, high-quality IT support within a government or enterprise environment.

Key Responsibilities

- Role is required to be on site

- Deliver exceptional customer service by following up on resolved tickets, ensuring user satisfaction, and maintaining a high standard of service quality.

- Provide comprehensive hardware and software support for all standard and approved systems used by SWPA employees and contractors.

- Accurately log all IT-related requests and incidents in ServiceNow, documenting detailed issue descriptions, corrective actions, and resolutions.

- Manage multiple tickets simultaneously, maintaining organization, prioritization, and communication throughout the support lifecycle.

- Troubleshoot, isolate, and resolve operational issues across various platforms—including Microsoft, Apple, and mobile devices—while maintaining courteous and timely customer communication.

- Support executive conference rooms, ensuring all systems are fully operational for meetings and events, including setup and testing of audio-visual systems.

- Maintain and manage a loaner pool of computers, ensuring availability and operational readiness.

- Partner with administrative and procurement staff to review invoices, verify received products, and coordinate warranty and vendor support.

- Oversee warranty claims and repairs, coordinating directly with manufacturers for part replacements and returns in accordance with vendor policies.

- Provide assistance with email encryption (Entrust) and collaborate with system administrators to resolve enterprise desktop support issues.

- Support the Operations Technology Services (OTS) Administrative LAN, escalating and tracking complex problems through resolution and stakeholder communication.

- Communicate proactively regarding planned and unplanned outages, detailing affected systems, expected downtime, and user impact.

- Assist in maintaining and troubleshooting the VOIP phone system.

- Design, deploy, and maintain standardized workstation images for rapid system deployment and restoration.

- Configure, install, and troubleshoot SWPA-approved laptops, desktops, printers, copiers, and scanners.

- Provide software and OS-level support, resolving hardware and application configuration issues.

- Report all IT equipment moves, installations, and disposals to SWPA Property Management, including SCADA-related assets.

- Assist with IT asset disposal and media sanitization in accordance with SWPA policy.

- Provide GIS support (currently using ESRI software).

- Perform root cause analysis on recurring issues and recommend preventative measures.

- Maintain strong collaboration, communication, and problem-solving skills while ensuring exceptional follow-through with customers and team members.

Education & Experience:

- Associate of Science in Computer Science (or related discipline) and a minimum of 2 years of experience in hardware break/fix and software troubleshooting, or

- 5+ years of professional experience in IT support, with expertise demonstrated in the areas listed above.

Required Skills & Attributes:

- Demonstrated commitment to customer satisfaction and service excellence.

- Ability to collaborate across multiple departments and stakeholders in a dynamic government IT environment.

- Strong analytical and diagnostic skills with attention to detail.

- Ability to participate in an on-call rotation (24/7) supporting real-time SCADA operations.

- Willingness to work occasional evenings and weekends as needed.

- Ability to travel for support tasks as required.

- U.S. Citizenship is required.

- Must successfully pass a 7-year federal background investigation.

- Relocation is not offeredfor this position.

Why Join Wyandotte Technologies

- Work on-site supporting a mission-critical Department of Energy agency that manages power operations for millions.

- Join a collaborative, customer-oriented IT team dedicated to maintaining operational excellence.

- Be part of a long-term contract role offering stability, growth opportunities, and exposure to advanced enterprise technologies.

Job Type: Full-time

Pay: $31.36 per hour

Expected hours: 40 per week

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Employee assistance program

- Flexible spending account

- Health insurance

- Life insurance

- Paid time off

- Vision insurance

Education:

- Associate (Required)

Experience:

- Professional experience in IT Support: 5 years (Required)

Ability to Commute:

- Springfield, MO 65807 (Preferred)

Work Location: In person