Help Desk Technician

Southside Electric Cooperative•Crewe, VA

1d•$34 - $40•Onsite

About The Position

Join Southside Electric Cooperative as a full time Help Desk Technician in Crewe, VA, and be part of a dynamic team that thrives on customer-centricity and innovation. With your experience in IT support, you'll have the opportunity to provide exceptional Help Desk Support, troubleshoot hardware and software, and assist with end user support that genuinely impacts the organization. This onsite role allows you to collaborate closely with colleagues and clients, enhancing your problem-solving skills in a high-performance environment. As a skilled technician, you will install hardware, upgrade software, and manage ticketing systems while ensuring the integrity of our services. Your contributions will be valued in a culture that emphasizes empathy and excellence. Enjoy competitive pay ranging from $34.48 to $39.72 per hour. As a team member, you'll be able to enjoy benefits such as Medical, Dental, Vision, 401(k), Life Insurance, Health Savings Account, Paid Time Off, Employee Discounts, Retirement Pension Plan, Tuition Reimbursement, LifeLock Premier with Norton, LinkedIn Learning, and HRA. Your expertise will shape the future of our technical landscape and elevate customer satisfaction. Day to day as a Help Desk Technician As a Help Desk Technician, you're the go-to problem solver who keeps the Cooperative's technology running smoothly for the people who rely on it every day. Your morning starts by checking alerts and the support queue, then quickly prioritizing what matters most-restoring service, reducing downtime, and helping users stay productive. From there, no two days look the same: you'll tackle hands-on troubleshooting across desktops, laptops, printers, iPads, and mobile/fleet equipment, complete installs and upgrades, and use internal and vendor knowledge bases, drivers, and updates to drive issues to resolution. When a fix requires teamwork, you'll coordinate with other IT staff, departments, and service vendors-and you'll stay engaged through closeout so employees feel supported from first contact to final confirmation. You'll also play an important role in protecting systems and information by following security best practices, completing approved password resets/unlocks, and supporting software audits when directed. Just as importantly, you'll build clarity for the whole organization by documenting work in straightforward, reusable steps in the call log and knowledge base, maintaining user and system documentation, and assisting with assigned disaster recovery activities such as keeping recovery documentation current and supporting restores from backup. You'll wrap up each day by reviewing open items, communicating next steps on high-impact issues, and handing off a clean plan for anything that carries into tomorrow-so you can see the impact of your work and keep raising the bar through ongoing learning and training. Are you the Help Desk Technician we're looking for? To excel as a Help Desk Technician at Southside Electric Cooperative, you will need a two-year degree in Information Technologies or equivalent experience and three or more years' progressive work experience in hardware, software, and peripheral troubleshooting. Proficiency in using desktop PCs, laptops, iPads, printers, and mobile fleet equipment is essential, as is familiarity with Microsoft operating systems and applications, including Microsoft Office, Partner Map Viewer, Citrix, Cisco Jabber, and NISC software such as iVUE, Vault, and Smarthub. You must demonstrate a solid understanding of standard computer concepts and possess the ability to install, test, and maintain various systems. Quick learning and adaptability are vital for assisting users with new products while efficiently resolving eBusiness inquiries. Strong documentation skills, research capabilities, and the ability to work independently with minimal supervision are necessary to provide exceptional end-user support. Flexibility to work overtime and travel to SEC’s district offices, along with the physical ability to lift up to 30 pounds, will also be important for this role.

Requirements

Two-year degree in Information Technologies or equivalent experience.
Ability to install, maintain, and troubleshoot hardware, software, and peripherals used at the cooperative including, but not limited to, desktop PCs, laptops, iPads, printers, mobile fleet equipment, Verifone devices, Microsoft operating systems, Microsoft Office, Partner Map Viewer, Citrix, Cisco Jabber, Call Center Agent, Clevest AVL, ACS Outage Management software, and NISC software including iVUE, Vault, and Smarthub.
Must be familiar with standard computer concepts practices and procedures.
Ability to properly install, test and troubleshoot hardware and software in office and vehicles.
Ability to learn quickly so users can be assisted and trained on new products.
Ability to support eBusiness questions and inquiries.
Ability to write and maintain user and system documentation.
Ability to conduct research into a wide range of computing issues as required.
Ability to correctly and efficiently analyze and resolve problems.
Ability to perform job duties with minimal supervision.
Must be willing and able to work overtime as needed including nights or weekends for special projects.
Must have valid, current, unrestricted driver's license.
Must be willing to travel to SEC's district offices as needed.
Must be able to lift up to 30 pounds.

Responsibilities

Checking alerts and the support queue
Prioritizing restoring service, reducing downtime, and helping users stay productive
Hands-on troubleshooting across desktops, laptops, printers, iPads, and mobile/fleet equipment
Completing installs and upgrades
Using internal and vendor knowledge bases, drivers, and updates to drive issues to resolution
Coordinating with other IT staff, departments, and service vendors
Following security best practices
Completing approved password resets/unlocks
Supporting software audits when directed
Documenting work in straightforward, reusable steps in the call log and knowledge base
Maintaining user and system documentation
Assisting with assigned disaster recovery activities such as keeping recovery documentation current and supporting restores from backup
Reviewing open items
Communicating next steps on high-impact issues
Handing off a clean plan for anything that carries into tomorrow