Service Desk Administrator

Mountain View Electric Association•Falcon, CO

1d•Onsite

About The Position

Mountain View Electric Association (MVEA) is one of the fastest growing mission-driven and member-owned electric cooperatives in Colorado. With offices in Falcon and Limon, our service territory spans 5,000 square miles from the foothills outside of Colorado Springs through the rolling plains of eastern Colorado. While a lot has changed in our industry since we were incorporated as a not-for-profit electric cooperative in 1941, MVEA still operates on the values we started with years ago—integrity, accountability, innovation, and commitment to community. Today, MVEA is proud to provide safe, reliable, and affordable electricity to more than 59,000 members and over 69,000 meters in portions of eight counties. Our electric cooperative is financially strong and experiences tremendous growth of over 2,000 accounts per year due to the expanding communities outside of Colorado Springs. MVEA has annual revenues of over $125 million and over 6,500 miles of distribution line. We are a respected leader in the distribution cooperative industry due to a long history of safety, reliable service, member engagement, financial health, rate stability, and employee dedication. To learn more about MVEA and the communities we serve, visit www.mvea.coop . We are looking for Service Desk Administrator who will serve as the first point of contact for employees seeking technical assistance. You will respond to inquiries via chat, email, in person, or phone. Escalate requests when unable to resolve. Follows up with employees to ensure full resolution of issues.

Requirements

Associate’s degree in information technology (IT), computer science, or a related field, or equivalent education/experience is required.
Excellent written and verbal communication skills.
Experience and extensive knowledge to effectively use business software such as Microsoft Office products, email, etc.
Ability to troubleshoot and resolve issues related to various operating systems.
Solid understanding of computer hardware components such as CPUs, RAM, hard drives and peripherals such as printers, scanners, tablets, etc.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Troubleshooting network connectivity issues.
Detail oriented, self-motivated, well organized, personable, and able to exercise discretion, and use sound judgment in dealing with people and confidential information.
Works independently to plan, schedule, meet deadlines and implement programs and policies within a team environment.
Communicate and interact effectively with members and co-workers in a courteous, professional manner.

Nice To Haves

One to two years’ experience working as a help desk technician and prior experience with ticketing systems for issue tracking is preferred.
Ability to stay up to date with technological advancements and consider pursuing advanced certifications.

Responsibilities

Setup, support, manage, maintain, diagnose, repair and document mobile devices including cell phones and tablets.
Escalates requests when unable to resolve.
Enters information for requests in service desk ticketing system.
Performs monthly reports depicting status of all internal requests taken for Information Technology.
Collaborate with fellow IT team members to properly administer applications and systems to meet business needs.
Ensures that the Association's technology assets are properly tagged and inventory updated in the asset database.
Configure and deploy new computer systems and mobile devices for end users.
Provides follow-up on service request and incident tickets and communicates any employee feedback or suggestions to the Information Technology Supervisor.
Authors and oversees all technical documentation necessary to facilitate usage and adoption of applications, including user and admin guides; routinely reviews documentation to ensure accuracy.
Participates in identifying and suggesting possible improvements on procedures.
Provides clerical support as needed for Information Technology and Geographic Information Systems.
Accurately documents all work-related activities in the service desk system.
Maintains an inventory of all software and hardware assets as it relates to your position.
Creates detailed documentation for all IT procedures as it relates to your position.
Provides training and technical assistance to hardware and software users as it relates to your position.