This position is responsible for providing first-level technical support of Information Technology (IT) related items via quality support. The incumbent employs a high degree of customer service, technical experience, and timeliness to enable end users to efficiently accomplish business tasks in a timely manner. This support includes receiving, prioritizing, researching, documenting, and actively resolving end user help requests while maintaining the proficient operation of the systems defined in this environment. This position is identified as a Critical Infrastructure Protection (CIP) related position, which may allow physical and/or logical access to Bulk Electric System (BES) cyber related assets or systems.
Qualifications: To perform effectively in this position, the incumbent must have experience in computer systems and/or support with multi-perform environments at a level acquired through the completion of a two-year degree in Computer Science or a related discipline; or a high school diploma or equivalent (GED or HSED) and two years of computer technical support experience with personal computer software, hardware, networks and related equipment, e-mail, telecommunications devices, mobile devices, and Internet technologies. This position has frequent interactions with customers; therefore, must have the ability to demonstrate excellent verbal and written communication skills, and problem solving skills. The incumbent must have the ability to understand and prioritize work tasks. This position is required to be on-call on a rotational basis and may be required to work alternate shifts, as needed.
Typical Physical/Mental/Environmental Demands: This position requires frequent sitting and standing/walking; and occasional reaching below and above shoulder level, use of keyboard/computer, bending, kneeling, lifting/carrying up to 10 pounds, and pushing/pulling up to 20 pounds. It also requires finger dexterity and hand coordination. This position requires good hearing and vision, and the ability to speak. It also requires the ability to develop plans, procedures and goals; present information to others; and work under stress to complete projects within deadlines. This position occasionally works in conditions of dirt and dust, fumes, chemicals, extreme heat and cold, vibration, and noise.