Ent Help Desk Technician

Montana-Dakota Utilities Co.•Bismarck, ND

6d•$25 - $31

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, and provides extraordinary customer support while meeting Enterprise Service Desk productivity and quality standards. Independently manages incoming calls, chats, and self-service requests. Safety is the top priority in the day-to-day work routine for the employee and others. The Help Desk Technician diagnoses, researches, and resolves hardware and software problems, documents incidents and resolutions, and works with Level 2 support when issues require escalation while retaining ownership of the call. The role follows established Help Desk schedules, including required overtime and hours beyond the normal business hours of 6:00 a.m. to 7:00 p.m., Monday through Friday. The position also requires rotational weekly availability for after-hours and weekend emergency calls.

Requirements

Working knowledge of information technology concepts, normally acquired through completion of 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.
Must be 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 rotational weekly after-hours and weekend emergency calls.

Nice To Haves

Industry-recognized technical certifications, such as CompTIA A+ and 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.
Meet Enterprise Service Desk productivity and quality standards while managing incoming calls, chats, and self-service requests.
Prioritize safety in day-to-day work for self and others.
Tend to the Help Desk according to established schedules, including required overtime and periods beyond normal business hours of 6:00 a.m. to 7:00 p.m., Monday through Friday.
Diagnose, research, and resolve problems 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 to resolve them while maintaining call ownership and ensuring incidents are addressed.
Communicate comprehensively, verbally or in writing, to resolve problems within established policies and procedures.
Document assigned incidents and resolutions for future reference.
Perform other tasks and special projects as assigned.