We are the largest electrical cooperative in North Carolina! Our mission is to deliver reliable energy at competitive prices. We serve over 135,000 meters across 19 counties, and they all rely on us every day to keep the power on!
Our team is the best in the industry and if you are looking to work for a company that places a focus on innovation, valuing employees, acting with integrity, and working collaboratively, and more, EnergyUnited just might be for you!
Would you like to join our team of dedicated professionals? We have an immediate opening for a talented, hardworking individual to join our Statesville Information Technology department as a Service Group Analyst!
What can EnergyUnited do for you? Working here you will:
Work with a team of highly talented individuals in which to learn and grow.
Collaborate with us as we strive to improve the quality of life for our members and the communities’ we serve.
Deliver results by using your skill set to find solutions.
Be challenged to do your very best work, each day.
Seize opportunities for training and career growth.
Enjoy top-notch benefits such as a 401k, medical, dental, vision and more.
How can you benefit EnergyUnited? In this role you will:
Service Group Analyst I:
Hold total call ownership for answering and responding timely to incoming technical and application support calls to the service group.
Participate in the IT department’s on-call rotation.
Troubleshoot issues with end-users’ computers, peripherals, and applications across all supported platforms.
Enter call data for each inbound and outbound calls.
Identify and appropriately escalate trends and issues.
Escalate calls that remain open and track response time.
Contact vendors for timely resolution of issues for supported products and services.
Install, configure, and maintain the cooperative’s end-user computers and peripherals.
Make timely and accurate moves, adds and changes to user accounts in supported systems.
Use network monitoring tools and application deployment software.
Respond to system alerts identifying issues or problems.
Install, upgrade, or administer desktop applications.
Install, configure, and maintain the cooperative’s computer mobile devices such as iPhones, iPads and Windows-based tablets.
Provide end-user support for PC applications such as Office 365 and MS Office applications.
Provide procedural documentation for end users on the use of applications.
Perform monthly reporting depicting status of all calls taken through the service group and performance of the IT group.
Follow up with end users to ensure successful completion of all calls being closed.
Strictly enforce all copyright laws as they regard to copying, distribution, and use of software as stated in software license and EU Electronic media policies.
Maintain company computer and printer asset inventory in tracking software.
Keep current with technology trends and maintain skill set to implement new technology.
Follows and promotes cyber secure practices.
Adhere to all company and departmental policies and procedures.
Attend meetings requested by supervisions and actively participate.
Observe all safety rules and regulations adopted by the Cooperative.
Work as IT liaison between user departments in tracking, documenting, and escalating their information system needs with their application.
Provide suggestions for training based on tracking of issues and trends related to incoming calls.
Assist in the preparation of reports and other computer output for departmental distribution.
Schedule and run special request jobs as required.
Work on other projects in support of company initiatives assigned by leadership. These other projects may be assigned form time-to-time but do not take precedence or priority over primary role of Service Group Analyst.
Schedule and run special request jobs as required.
Attend conferences and training as requested by the Manager of Application Systems
Service Group Analyst II:
Be fully competent and perform all aspects of duties and responsibilities of the Service Group Analyst I position.
Troubleshoot complex issues with end-users’ computers, peripherals and applications across all supported platforms.
Train users on the use of PC’s, their operating systems and applications.
Assist in upgrading, maintaining and supporting the service group and ticketing system.
Assist in the support and maintenance of LAN and WAN infrastructure.
Assist in supporting the cooperative’s phone system for example Cisco CUCM, UNITY and Finesse.
Keep current with technology trends and maintain skill set to implement new technology.
Work closely with the IT staff understanding the infrastructure and application enhancements being made. Issue emails informing end-user community of on-going projects.
Assist in the support of the cooperative’s fiber network.
Service Group Analyst III
Be fully competent and perform all aspects of duties and responsibilities of the Service Group Analyst II position.
Under the direction of the network administrator, assists in the set up and configuration of new servers.
Assist in maintaining the cooperative’s firewall, VPN, web filter, intrusion detection software, and email filter and virus protection to ensure security and protection of the cooperative’s systems.
Assists in the administration of network monitoring tools and application deployment software.
Assist in the support and maintenance of the cooperative’s copper Ethernet structured cabling systems.
Assist in telecommunications expense management by reviewing telecom bills and working with carriers to escalate disputes and resolve outages.
Position Requirements:
Levels I, II, and III will be selected depending on experience and knowledge.
Must have an associate degree in Business Administration, Computer Sciences, or Equivalent.
CompTIA A+ certification preferred.
Two years of solid PC & PC application trouble shooting experience in an enterprise environment.
Experience working with help desk/service desk systems such as Dell KACE, Manage Engine or equivalent and keeping detailed records of customer interactions.
Experience working with Microsoft Windows 7/8/8.1/10 in an enterprise-class network environment.
Working knowledge of Cisco UCCX or like IP phone system.
Working knowledge of Microsoft PC software packages such as Word, Excel, PowerPoint, or Outlook.
General knowledge of LAN/WAN concepts.
Must have strong interpersonal and communications skills.
Must have a positive, open mind and considerate attitude toward the responsibilities of the position.
Must be a self-starter.
Must have an attitude of neatness, timeliness, orderliness and accuracy toward the job.
Must possess a very conscientious attitude toward record keeping.
Must have ability to implement work plans, make sound decisions from observations and carry out instructions.
Must be able to work under pressure and meet deadlines, as well as work in harmony with many different personality types.
Must be able to work with very little supervision and be proactive in responsibilities.
Must possess a strong ability to communicate in both verbal and written form.
Must have a valid North Carolina driver’s license with a good driving record.
Where will you work?
This position is categorized as Hybrid, which is a work arrangement that allows an employee to perform work and duties associated with this position at both an EnergyUnited Office location and their home. The hybrid nature of this position is at the discretion of the Service Group Supervisor.
This position is classified as a Non-Direct Operational Position. All employees assigned to headquarters or non-direct operational positions must make their domicile within one of the nineteen counties served by the Cooperative or within a 40 (forty) road mile radius to any EnergyUnited EMC office.
**EnergyUnited Electric Membership Corporation is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.**
