Device Technician

Bluebonnet Electric Cooperative Inc•Bastrop, TX

3d•Hybrid

About The Position

The Device Technician will work with end users to identify and deliver required service levels for all corporate communication devices. This role involves providing general instruction and support on device operation and performance issues, administering, installing, configuring, testing, maintaining, monitoring, and troubleshooting associated software. The technician will perform analysis, diagnosis, and resolution of complex device problems, both on-site and remotely, and recommend corrective hardware solutions. Responsibilities also include developing and maintaining inventories of devices, performing inspections of specific locations, preparing and maintaining procedures for logging and reporting, and administering documentation of hardware and software failures. The role involves writing technical specifications, managing technical projects, gathering project estimates, developing long-term strategies for IT needs, acting as a liaison for IT issues, administering new computer projects and installations, and ensuring appropriate end-user training. Maintaining up-to-date knowledge of hardware applications and equipment contracts, collaborating cross-departmentally, and working with third-party vendors are also key aspects of this position. The technician must maintain regular attendance, use safe work practices, and adhere to company policies and guidelines. Travel to various offices and handling confidential information are also required.

Requirements

Associates degree in Electronics, Telecommunications or Information Technology or similar field or equivalent experience.
Technical knowledge of devices and software responsible for supporting.
Five or more years of hands-on hardware troubleshooting experience.
Hands-on experience with IT systems such as Active Directory, Microsoft 365, Microsoft Teams, GEOTAB AVL, MDM, DUO Security, and related technologies with an understanding of computer networks (LAN/WAN/wireless/VPN).
Ability to think analytically and gather/interpret relevant data.
Valid Texas driver's license.
Must be certified in CPR, First Aid, AED and Blood-borne pathogens.
Maintain familiarity with the basic techniques of emergency response including: First Aid, CPR, and Blood Borne Pathogens, in order to be prepared and provide emergency treatment to fellow employees and the general public if needed.
Provide strong customer service with clear, professional communication (verbal and written), including effective end-user support and user-friendly explanations.
Operate tools, components, peripheral accessories, and test equipment safely and effectively.
Read, interpret, and apply technical manuals, procedural documentation, and OEM guides.
Troubleshoot and research device/software issues, applying electronics/electrical knowledge, safety procedures, and analytical problem-solving skills.
Demonstrate strong attention to detail, self-motivation, and the ability to work independently or in a collaborative team environment.
Prioritize and execute tasks effectively in high-pressure environments while maintaining accuracy and efficiency.
Build and maintain positive working relationships across all levels of the organization, including members and vendors, using constructive and solution-focused communication.

Nice To Haves

Utility industry experience preferred.
Microsoft Certified Desktop support Technician or Microsoft Certified Professional Windows 10 and 11 certification preferred.

Responsibilities

Work with end users to identify and deliver required service levels for all corporate communication devices, including: Desktop PCs, laptops, IPADS, desk phones, cell phones, Microwave radios, Network switches and routers, Uninterruptible power supplies, AVL equipment, GPS equipment, 900 MHz equipment, printers, plotters, fax machines, FirstNet SIM cards for mobile units and wireless routers.
Work with and provide general instruction and support end users and staff on device operation and performance issues.
Administer, install, configure, test, maintain, monitor, and troubleshoot any associated software on end user devices.
Identifies scope, severity, and root cause of simple and complex application problems by questioning client, product experts, reviewing documentation, understanding of application, recreating problem, doing research, etc.
Perform on-site and remote analysis, diagnosis, and resolution of complex device problems for a variety of end users; recommend and implement corrective hardware solutions, including off-site repair as needed.
Receive and respond to incoming calls, texts, Team’s messages and/or e-mails regarding device and application problems.
Develop and maintain detailed inventories of devices and related peripheral equipment including but not limited to type, location, model, technical manuals, schematics, test reports and maintenance records.
Perform inspections of Microwave hut locations for safety equipment and FCC licensing, as well as document performance of Microwave network and inspect any and all hardware within Microwave hut.
Preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring application and device performance.
Administer and accurately document instances of hardware and software failure, repair, installation, and removal.
Write technical specifications for purchase of devices and related products.
Manage, support, and monitor technical projects.
Gathers project estimates for medium projects based on inputs from customers, vendors, and technical team.
Develop long-term strategies and capacity planning for meeting future computer software and hardware needs.
Act as liaison and problem solver for any Information technology issues.
Administer implementation of new computer projects and new hardware software installations.
Ensure appropriate end-user training.
Maintain up-to-date knowledge of hardware applications and equipment contracts and supervise contract-based installations.
Collaborate cross departmentally to help identify trends and areas of potential improvement in IT services.
Work with third-party support and equipment vendors.
Maintain regular attendance; arrives to work on time and is ready to work.
Use safe work practices at all times and in all situations.
Travel to various Bluebonnet offices to assist in operations.
Demonstrate and act in accordance with Bluebonnet's Foundation Values.
Appropriately handle confidential information and act within the practices established by the Bluebonnet Red Flag policy and Cyber Security.