Position Summary:
Reporting to the IT Systems Operations Manager, the IT Service Desk Technician helps NHEC employees work more effectively by providing technical support, advocating for employee needs, and representing IT to employees. The IT Service Desk Technician works closely with the IT Service Desk Lead, accepting mentoring and direction to ensure smooth management of tickets and daily work.
Responsibilities and Essential Functions:
- Manage services using assigned procedures based on ITIL framework.
- Represent the IT department as the friendly, courteous, professional first point of contact with employees.
- Fulfill customer requests and resolve incidents according to SLA and ensure that the response is complete.
- Train employees on effective use of basic technology including getting started with a new device, MFA and proper care of mobile devices.
- Record all requests and incidents in the ticket system, including steps taken and final actions taken to fulfill the request.
- Seek to understand business needs and opportunities and communicate them to IT.
- Install, configure, and maintain office technology equipment including PCs, desk phones, mobile devices, and multifunction devices.
- Install and configure Windows and business software, focusing on automation where available. Participate in patching and other remediation as needed.
- Manage accounts and access in Active Directory and Microsoft 365.
- Manage building access system including the printing of badges and assigning facility access. Create reports and proactively escalate concerns.
- Troubleshoot common hardware, software, networking, and performance issues independently.
- Provide support for the new employee onboarding process. This includes conducting orientation sessions to familiarize new employees with their assigned hardware, along with basic applications and tools used at NHEC.
- Purchase and dispose of IT assets in accordance with company policy.
- Improve efficiency through process improvement and automation of common tasks.
- Maintain accurate inventory of hardware and software. Manage software licensing.
- knowledge by contributing to documentation.
- Participate in an on-call rotation.
- Participate in IT projects as needed.
- Other duties as needed.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Required Education and Experience:
- Must have a valid driver’s license and ability to drive to any office location.
- Associate's degree in an information technology field,
- OR at least 2 years of equivalent experience in lieu of associate's degree.
- Basic Windows administration and troubleshooting.
- Basic network administration and troubleshooting.
- Excellent verbal and written communication skills.
- Effective self-management of time, tasks, and priorities.
- Customer-focused mindset.
- Ability to work collaboratively and independently on assigned duties.
Preferred Education and Experience:
- Associate's degree in an information technology field,
- AND at least 2 years of equivalent experience in lieu of associate's degree.
- Understanding of ITIL fundamentals
- Basic understanding of Microsoft 365 cloud services.
Working Conditions:
Partial telecommuting is acceptable with management approval, however on-site office work in the Plymouth NH area will be required on a weekly basis. Participate in an on-call rotation.
Occasional travel to attend training courses and industry conferences.
ADA physical and environmental factors:
- Prolonged sitting or standing
- Occasional pulling twisting, kneeling, bending,
- Lifting up to 50 pounds
Additional Information
Review of applications will begin February 14, 2025, and will continue until the position has been filled, or otherwise closed. Please be prepared to provide a resume and cover letter to complete your application. Any application not containing a resume and cover letter will be considered incomplete.
Compensation:
NHEC views compensation in a holistic and transparent manner. We are committed to providing our employees with work-life integration, generous time off, comprehensive health and retirement benefits, and additional programs that enhance our employees and members lives.
The targeted salary range for this position is $67,782.24-76,491.57 with anticipated pay for new hires between the entry and midpoint of this range and could vary above and below the listed range. Pay is based on non-discriminatory factors including but not limited to work experience, education, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of NHEC’s total compensation package for employees.
The Organization:
Headquartered in Plymouth, New Hampshire, NHEC is the largest member-owned electric cooperative in New England, providing electric utility service to consumers and businesses in 115 communities throughout New Hampshire. There are 220+ employees serving our members, which is at the heart of everything we do and every decision we make, and our mission is to provide our members access to affordable, reliable electric service options that support and simplify their lives. The electric utility industry is currently undergoing enormous change as consumers look for new ways to manage energy costs through renewable energy, distributed energy resources such as solar arrays and battery storage, energy efficiency, electric vehicles, and energy-related apps on smart devices.
There is much to be proud of in our existing organization, and a genuine enthusiasm for what the future holds. It is an environment in which individual leadership and initiative are highly valued and encouraged, and success is viewed as a shared accomplishment to be celebrated by all. Ensuring our members have the energy they need, the information they want, and a partner they can trust is what makes us difference. We invite you to learn more about the impact you can have by exploring our website at www.nhec.com.
EEO Statement:
It is NHEC’s policy to provide equal employment opportunities for all applicants and employees. NHEC does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, family care status, veteran status, military service, marital status, sexual orientation, gender identity or expression, genetic information or any other status protected by applicable law.
NHEC will make reasonable accommodations for qualified applicants and employees with disabilities.
FLSA Classification: Non-exempt
Job Classification: Individual Contributor
Safety Sensitive: No
Pay Grade:7
