IT Client Support Specialist I or II- Non-Exempt - Westminster, United States - Tristate

Description

IT Client Support Specialist I or II- Non-Exempt (IRC37004) Westminster , Colorado **Brief Posting Description**

**POSITION SUMMARY**

Responsible for providing second level support for endpoint computing hardware and software employing a high degree of customer service, technical expertise, and timeliness. Endpoint computing includes physical desktops and laptops, mobile devices, and virtual desktops along with associated peripherals and printing. Responsible for investigating and resolving client endpoint computing hardware and software incidents and requests as assigned.

**Note:** There are two positions available and the positions will be filled at one of two job grade levels: IT Client Support Specialist I, job grade NB17 or IT Client Support Specialist II, job grade NB19. This decision will be based on the qualifications and experience of the candidates selected, and Tri-State business needs at the time of hire.

**Tri-State recognizes the value of a highly-engaged and committed workforce and provides an excellent benefits program that includes:** Medical Insurance, Dental Insurance, Vision Insurance Health Savings Account (HSA), Flexible Spending Accounts (FSA), Tuition Reimbursement, Flexible Work Schedules, Life Insurance, Retirement Security Pension Plan, 401K, Long Term Disability (LTD), Short Term Disability (STD), Employee Assistant Program (EAP) and Paid Leave Benefits.

**IT Client Support Specialist II**

Hiring Salary Range: **$** 69,000-$87,000

**IT Client Support Specialist I**

Hiring Salary Range: $57,000-$72,000

Actual compensation offer to candidate may vary outside of the posted hiring salary range based upon work experience, education, and/or skill level.

**Job Requirements**

**ESSENTIAL FUNCTIONS AND RESPONSIBILITIES**

Responsible for endpoint computing device setup including new employees, refreshing end of life devices, and replacement of inoperable devices. Must be familiar with imaging tools such as SCCM, Ghost and similar tools.

Responsible for investigating and resolving endpoint computing hardware and software problems not covered by IT Client Support Specialist I.

Responsible for collaborating with IT Client Services Field team and IT Client Services End User Computing team when needing expert support for endpoint computing issues and field applications.

Responsible for providing aid to the Service Desk when incoming phone call level is high.

Responsible to manage Cherwell tickets assigned to the HQ Desktop queue including proper management of those tickets from open through resolve status completing all necessary fields.

Work with IT Senior Client Support Specialist and Operations/Network group to provide a secure connectivity with the LAN/WAN/WLAN/Wi-Fi environment to network servers, network printers, and other network devices. Also, assist them with the tuning, system configuration, upgrades, and performance of network and server hardware where applicable.

Work with Endpoint Security Analyst and the Information Security Group to implement and maintain a secure environment for endpoint computing hardware and software.

Responsible for proper asset documentation for endpoint computing hardware and software.

Aid in the teaching of level one (I) Specialists within the team, and the end-users with use of endpoint computing hardware and software.

Provide warranty and non-warranty repairs both in house and in coordination with our hardware vendor.

Provide requested documentation, and technical and administrative reports.

Participate in team projects that enhance the quality of client support, as required.

Adhere to and demonstrate compliance with appropriate electric utility industry regulatory requirements. Attain knowledge and remain knowledgeable of development in regulations, laws, standards and best practices applicable to the functional area including, but not limited to, Standards of Conduct, Environmental, Employment Law, NERC Reliability Standards and Safety. Must be familiar with, and comply with, all aspects of Corporate Policy C-54, Compliance.

Demonstrate behavior consistent with Tri-State's culture embodied in the Cooperative principles and spirit and core values of technical competency, respect and dignity, accountability, integrity, trustworthiness, and servant leadership to empower or otherwise enable others to optimally perform their job responsibilities. Demonstrate and promote ethics and behaviors consistent with Tri-State's culture, Board policies, and business practices. Understand and fulfill the role and responsibility for all compliance programs within the company.

Because Tri-State is an electric utility with continuous service obligations to its customers, regular, reliable, and predictable performance of the essential functions and responsibilities is an essential function of the job.

Because Tri-State has an obligation to provide continuous, reliable electric service to its customers, the ability to work overtime at any time of the day or week is considered an essential function of the job.

**OTHER DUTIES AND RESPONSIBILITIES**

Perform other related duties as assigned

**SUCCESS FACTORS/JOB COMPETENCIES:**

Planning: ability to think ahead and plan within timelines and resources; develop scopes, plan and schedule work; set priorities and goals; anticipate and adjust for problems; evaluate workloads; measure and evaluate performance against established goals.

Time management: ability to successfully plan and implement objectives within established timelines and work schedules.

Ability to analyze problems and develop effective solutions at both strategic and functional levels.

Commitment to company values.

Excellent interpersonal and communication skills.

Strong team player: accomplishes tasks by working with others and being a good team player. Recognizes how his/her decisions may affect others; seeks input from others.

Computer proficiency in operating a personal computer and standard business office applications including Microsoft Office suite, databases, and other related applications.

Ability to work independently, with minimal direction as a highly motivated self-starter.

**REQUIRED JOB QUALIFICATIONS**

Education and Training

Bachelor's degree in Computer Science, Management Information Systems or related area, or equivalent combination of education and/or experience.

Knowledge, Skills, and Ability:

Extensive knowledge of existing endpoint computing hardware including working with vendors, repairing, and setups used on these devices.

Extensive understanding of client interface software not covered by other IT groups with a strong emphasis on Microsoft products.

Experience:

Three (3) to five (5) years of experience in a role performing desktop and/or second level technical support to end users. Those with less experience will be hired at the IT Client Support Specialist I job grade level, as appropriate.

Other:

Willingness to be on call support 24 hours per day and 7 days per week.

Must be able to demonstrate that he/she can perform all of the essential functions of the position.

Willingness to travel as required. (Must possess a valid driver's license.)

**DESIRED JOB QUALIFICATIONS**

A+, Network+, Security+, ITIL Certifications, HDI Certifications

**PHYSICAL AND MENTAL DEMANDS:** The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*Physical demands:* While performing the duties of this position, the incumbent is required to sit for long periods of time and occasionally stand, walk, stoop, bend, reach above and below shoulder level, and push/pull objects up to 50 lbs. Incumbent is frequently required to