The Help Desk Technician’s primary purpose is to provide direct end-user support to the PVREA team. This includes answering general user questions and troubleshooting both hardware and software problems with PCs, networking, tablets, smartphones, Microsoft Office application usage, core business programs, and other application issues. The Help Desk Technician will be heavily involved in the setup of technology services (computers, phones, tablets, remote access, email) for employees, including the onboarding of new employees.
ESSENTIAL JOB FUNCTIONS
Assigned with or without reasonable accommodation.
Provide technical support for Microsoft Windows and software such as Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Teams, etc.), VPN software, core business customer information and accounting systems software, etc.
Provide technical support for the following hardware: PC and laptop hardware and peripherals, printers, and mobile devices including both iOS and Android devices.
Act as the initial point of contact for all help desk requests.
Triage end user issues, identifying root causes and documenting in help desk application.
Resolve or escalate issues to appropriate level of support using defined escalation procedures.
Configure and deploy new and repurposed technology equipment including computers, laptops, smartphones, and tablets, training end users on the use of these devices as necessary.
Keep the inventory of computer and communications equipment current.
Other occasional duties may include but are not limited to data entry, office furniture construction, and support tasks for company meetings.
STANDARDS OF EXCELLENCE
These duties reflect the cooperative’s mission and purpose, and they are required of all employees:
Work according to our safety rules and policies and be responsible for your own safety, including reporting all accidents in accordance with our policies.
Support the strategic goals of the organization in accordance with our Strategic Plan.
Interact with fellow employees, as well as with the board, members, the general public, other utility personnel, governmental agencies and equipment vendors, in a kind and courteous manner.
Collaborate effectively and successfully with fellow employees to achieve department and company-wide goals and build a team-focused environment.
Assist in the emergency restoration of facilities during storm or general outages.
Perform other duties within capabilities as directed by supervisor.
Exhibits integrity and demonstrates ethical behavior in everyday business conduct.
Education and formal training:
Required – Associate degree in technology-related field or successful completion of IT Certification program (i.e. CompTIA A+, HDI, MTA).
Highly desirable – Bachelor’s degree in Computer Information Systems, Computer Science or related area of study. Advanced IT Certification including MCSE, and ITIL.
Required – A minimum of three years in an IT/Networking/Communication related field is required. Experience deploying, maintaining, and troubleshooting a wide range of devices in a primarily Windows-based environment.
Highly desirable – Experience performing regular server maintenance including patching, system log monitoring, utilization, security-related updates, and user management in a Microsoft Active Directory Domain. Experience using and supporting NiSC iVUE programs including ABS, CIS, Document Vault, OMS, and AppSuite.
Knowledge, skill and abilities:
Strong troubleshooting skills and a strong acumen for finding the root cause of issues with a desire for continual learning.
Service oriented with strong interpersonal skills needed to work with non-technical end users to provide problem resolution and training. Outstanding communications (both written and verbal), time management, and organizational skills a must.
Comfortability providing remote support using MS Teams and Splashtop SOS, or similar remote access software.
Understanding of how Windows PCs are configured and managed. Broad experience with Microsoft Office tools including Word, Excel, Outlook, Visio, and Teams.
Knowledge of mobile device management software such as AirWatch, MAS360, or others is desirable.
Understanding of networking IPv4 addressing, routers, switches, and network configuration of PCs. Exposure to more advanced topics such and DNS, DHCP, VLANs, and VPNs is desirable.
Knowledge of PC hardware including simple troubleshooting, BIOS settings, firmware, and component replacement.
Experience in the configuration and advanced troubleshooting of iOS and Android based mobile devices.
Drug/Alcohol: We are a drug-free workplace. A drug/alcohol test and background check are required prior to employment.
Physical Exam: Upon receipt of a job offer, you must pass a physical examination that verifies that you can perform the Essential Job Functions.
Driving: You must possess a valid Colorado Driver’s License and operate a company non-DOT vehicle.
Physical & Mental Demands: The position requires performing the Essential Job Functions of the position with or without reasonable accommodation.
MATERIALS AND EQUIPMENT USED
General office equipment, such as personal computers, scanners, etc.
The work environment is a primarily a comfortable office environment, although some outside site visits will be necessary. The noise level is estimated to be 50-90 decibels.
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
About Poudre Valley REA, Inc.
Poudre Valley Rural Electric Association is located in Fort Collins, Colorado. Fort Collins is home to Colorado State University and our area has an outstanding public school system. Nestled at the base of the Rocky Mountains, the Fort Collins area experiences 300 days of sunshine per year and offers exciting recreational opportunities such as hiking, camping, cycling, golfing plus some unique cultural offerings, and is a regional center for employment and shopping. The Fort Collins area offers the convenience of a small town atmosphere with all the amenities of a larger city. If you are seeking a great lifestyle and a community in which you can reinvigorate yourself then the Fort Collins area is it. We are an EEO employer.