Technical Installations Specialist

About NISC

NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality-driven and valued-priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld's Best Places to Work for 23 years, and we are looking for qualified individuals to join our team.

Position Overview

This position reports to Technical Services Team Lead, providing quality IT installation and support services to NISC customers nationwide. This position collaborates closely with all NISC departments.

This position is responsible for installing and supporting NISC customer systems and IT-related applications in a Linux/Java/Oracle/Progress environment. This includes the iVUE Administration and SysAdmin applications, as well as ancillary products such as E-bill, Document Imaging, SIP Communications, Microsoft Windows desktop operating systems and Microsoft Windows Server networks. Perform system and software installations, configurations, upgrade tasks, hardware troubleshooting and performance analysis for NISC customers. Assist other NISC departments with technical-related customer needs. Up to 15% travel to our member's sites is required.

Work Schedule

- Hybrid (after an initial training period) from one of our office locations:

- Cedar Rapids, IA

- Lake Saint Louis, MO

- Mandan, ND

- Hybrid Schedule: Minimum of working 3 days per week in the office and ability to work up to all 5 days a week in the office, as needed

- Required Days from an Office Location: Tuesday and Wednesday - the third required day will be up to the candidate and their supervisor to choose

Essential Duties

- Provide implementation services for NISC member systems and IT-related application.

- Provides staging, installation, configuration, and user training for member equipment and applications; onsite or remotely.

- Perform hardware replacements in production environments.

- Perform operating system and firmware upgrades.

- Mastery of iVUE Server Installations and Replacements at small to medium sized customer sites across all industries (less than 25,000 accounts/10,000 subscribers).

- Mastery of Web Proxy Server (E-bill) Installations and Replacements at all customer sites.

- Prepares monitors, updates, and communicates the Software Implementations lifecycle (SILC) for all installations.

- Trains members on all system management tools that are distributed with NISC member systems.

- Coordinate and maintain project schedules for hardware implementations.

- Provide superior member support to internal and external members for NISC member systems and IT-related applications.

- Document member issues in NISC's contact tracking (iVUE Support) system.

- Performs research of problems, resolves issues for customers, and recommends changes or enhancements as directed.

- Provide problem resolution to Intel based hardware issues.

- Provide problem resolution to Linux operating system issues.

- Provide problem resolution to Windows operating system and PC operating system issues.

- Provide problem resolution to VMware configuration and performance issues

- Provide problem resolution to member application issues and answer questions and provide resolution in areas such as backups, restores, error messages, printers, security, system integration, and iVUE applications.

- Emphasis on projects that reduce support for NISC members and NISC's Technical Services Install team.

- Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.

- Will be required to travel to member sites as often as necessary to meet the business objectives.

- Commitment to NISC's Statement of Shared Values.

- Other duties as assigned.

Preferred Knowledge, Skills & Abilities

- Generally requires 3-5 years experience in Linux and Windows servers or similar experience.

- Excellent knowledge in the setup and support of Linux operating systems.

- Excellent knowledge in the setup and support of Intel based hardware.

- Excellent knowledge in configuration and support of VMware and Microsoft Hyper-V technology.

- Excellent knowledge in the setup and support of Microsoft Windows Server operating systems and Terminal Server.

- Excellent knowledge in the setup and support of Microsoft Windows desktop operating systems and software.

- Working knowledge with the setup and support of TCP/IP networks.

- Working knowledge of Virtual Private Networks (VPN), firewalls, and network security.

- Basic knowledge of Project Management processes and theory.

- Basic knowledge of Service Level Management (SLM) best practices.

- Basic knowledge of Cloud technologies.

- Basic knowledge of Utility and Telecom industries.

- Strong customer orientation.

- Strong problem-solving skills and attention to detail.

- Strong verbal and written, interpersonal, and communication skills.

- Ability to work independently, as well as in a team environment.

- Ability to effectively adapt to change.

- Ability to organize and prioritize.

- Ability to interact in a positive manner with internal and external contacts.

- Ability to maintain the highest level of professionalism, ethical behavior, and confidentiality.

- Ability to travel as often as necessary to meet the goals and objectives of the position.

Education Preferred

Bachelor's degree in a technology-related field or equivalent experience.

Minimum Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodations may be made. While performing this role, employees must be able to see and communicate effectively. They are regularly required to remain stationary, move about, and operate computer keyboards or office equipment.

Disclaimer

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.