Ent Help Desk Technician

Energize My Career•Bismarck, ND

About The Position

Provides first-level support for personal computer equipment, operating system software, and company-standard desktop applications for MDU Resources and its family of companies. Builds trusted relationships with customers by supporting and educating them about available programs and services. Provides extraordinary customer support while meeting Enterprise Service Desk productivity and quality standards. Independently manages incoming calls, chats, and self-service requests, and prioritizes safety in day-to-day work for self and others. The Help Desk Technician diagnoses, researches, and resolves problems involving company-standard personal computer hardware and software. The role documents incidents and resolutions, communicates with customers, and coordinates with Level 2 support when needed while retaining ownership of calls to ensure incidents are addressed. The technician follows established Help Desk schedules, which may include overtime and hours outside normal business hours of 6:00 AM–7:00 PM, Monday through Friday. After-hours and weekend emergency-call availability is required on a rotating weekly basis.

Requirements

Working knowledge of information technology concepts acquired through three years of combined industry-recognized in-depth technical education and experience related to the position.
Take necessary measures to protect networks, devices, programs, and data from cyberattack, damage, or unauthorized access.
Legally authorized to work in the United States; sponsorship is not considered.
Maintain a valid driver's license.
Subject to pre-employment drug testing and background checks.
Available for after-hours and weekend emergency calls on a rotating weekly basis.

Nice To Haves

Industry-recognized technical certifications, such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST).

Responsibilities

Provide first-level support for personal computer equipment, operating system software, and company-standard desktop applications.
Build trusted customer relationships through support and education about available programs and services.
Manage incoming calls, chats, and self-service requests independently.
Prioritize safety in day-to-day work for self and others.
Staff the Help Desk according to established schedules, including required overtime and work outside normal business hours.
Diagnose, research, and resolve issues with company-standard personal computer hardware and software for MDU Resources employees, divisions, and subsidiaries.
Escalate issues as needed and work with Level 2 support while maintaining call ownership through resolution.
Communicate verbally or in writing to resolve problems within established policies and procedures.
Document incidents and resolutions for future reference.
Perform other tasks and special projects as assigned.
Respond to emergency calls after hours and on weekends on a rotating weekly basis.