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![Rayburn Electric](https://media.trabajo.org/img/noimg.jpg)
IT Service Desk Specialist
2 months ago
General Summary
Provides Tier 1 support to Rayburn Electric Cooperative, Inc. (Rayburn). Utilizes technical knowledge to effectively understand, troubleshoot, diagnose, research and resolve end user issues. Resolves a significant percentage of IT issues without escalation. Maintains a high level of customer-focused service. Provides procurement and inventory support for Rayburn IT hardware and applications.
Principal Duties and Responsibilities / Knowledge
- Serves as the first point of contact for internal customers seeking technical assistance via phone, e-mail, or in person.
- Provides Level 1 technical support to internal customers and sets expectations for follow-up (i.e., when to expect a follow-up contact and by whom).
- Provides Tier 1 technical support and escalates to Tier 2 for advanced incident resolution, as needed.
- Troubleshoots hardware and software errors and assesses impact. Prioritizes, resolves, and documents issues.
- Maintains proper inventory of Rayburn’s in-house systems and hardware.
- Participates in annual inventory/audit of IT assets.
- Actively performs activities associated with procurement lifecycle for Rayburn IT assets.
- Initiates new user access and technology. Supports initial onboarding with hardware and software applications.
- Monitors and prioritizes incoming request tickets. Assists with setup and basic troubleshooting of corporate A/V and collaboration systems.
- Maintains condition of IT lab and storage room.
- Interfaces with all departments regularly to maintain communication and IT support levels.
Key Accountabilities
- Complies with all policies, procedures and confidentiality agreements effective as a result of employment with Rayburn.
- Shares information with Rayburn management and staff, contractors, and other third parties in a timely manner, as required.
- Delegates jobs and tasks to appropriate employees, providing complete information and resources to properly complete such jobs and tasks.
- Provides Rayburn management with updates and/or reports on work and tasks as requested or required.
- Performs other duties as assigned by supervisor or executive management.
Job Specifications / Skills Required
Education:
Associates within Information Technology, related field, or equivalent work experience preferred.
Experience:
1 year of experience in an IT Help Desk or customer service role preferred
Certifications:
A+ (CompTIA), Network+ (CompTIA), Microsoft 365 Administrator, ITIL Foundation Preferred
Skills:
· Proficient with various software programs
· Excellent organizational skills
· Excellent verbal and written communication skills
· Able to work effectively in a team environment; willing to assist others
· Evidence of an aptitude for critical thinking
· Must possess and maintain a valid driver’s license
Physical Demands
· Ability to sit for extended periods of time at a computer workstation
· Ability to perform repetitive motions in order to use a computer keyboard, test equipment and operate hand tools
· Ability to walk significant distance outdoors in support of multiple buildings in a campus setting
· Specific vision abilities required include: close vision, distance vision, ability to distinguish between colors, peripheral vision, depth perception, and the ability to adjust focus
· The employee must occasionally lift and/or move up to 50 pounds; open file cabinets and bend or stand as necessary