Service Desk Technician I

ODEC Career•Glen Allen, VA

11d•Onsite

About The Position

Incorporated in 1948, Old Dominion Electric Cooperative (ODEC) provides reliable, cost-effective, environmentally balanced, wholesale electric services to our 11-member distribution cooperatives in Virginia, Maryland and Delaware. Our core business is generating, purchasing and delivering electricity to our members. ODEC is a not-for-profit generation and transmission cooperative that operates for the benefit of our members, who are our owners. Our office is located in Glen Allen, Virginia. Purpose of Job: Provides first-line technical support to employees and contractors supporting ODEC's core business of purchasing, generating, and delivering electricity to our members. Serves as the primary point of contact for IT support and technical issues impacting office employees, generation site personnel, and mobile workers. Work is performed in a regulated utility environment where availability, security, and careful handling of operational technology (OT) matter as much as customer service.

Requirements

1 year of experience diagnosing and resolving issues related to Windows systems, mobile devices, printers, and working with Laptop and Desktop PC hardware from coursework, military training, self-study, or internships.
1 year of help desk, computer support, or intern experience from coursework, military training, self-study, or internships.
1 year of service desk support experience from coursework, military training, self-study, or internships.
1 year of system implementation experience from coursework, military training, self-study, or internships.
Knowledge of business continuity and disaster recovery principles.
Knowledge of enterprise infrastructure and information security principles.
Knowledge of project management software and tools.
Knowledge of end-user PC software, including PC imaging technologies.
Knowledge of desktop and laptop imaging technologies.
Experience supporting enterprise email systems across desktop, web, and mobile platforms.
Knowledge of user identity and access management within Active Directory or equivalent directory services.
Knowledge of Microsoft Windows desktop operating systems.

Nice To Haves

Understanding laptop and desktop imaging and deployment is a plus.

Responsibilities

Serve as the first point of contact for hardware, software, account, and connectivity issues by phone, ticket, chat, email, and walk-up.
Log, classify, prioritize, and resolve incidents in the ODEC IT ticket system; document steps and close tickets in a timely manner following any set SLA.
Reset passwords, unlock accounts, and process access requests under least-privilege and change-control rules.
Troubleshoot Windows workstations, laptops, printers, desk phones, mobile devices, VPN, MFA, and standard office applications (Microsoft 365).
Image, deploy, and inventory PCs and peripherals; assist with new-hire and transfer setups.
Support field and operations users: ruggedized laptops, iOS/Android devices, MDM, and connectivity used daily by ODEC team members.
Escalate incidents that touch SCADA/EMS/ADMS, historian, or other OT/ICS systems to the designated OT team. Do not change OT systems without authorization.
Follow NERC CIP, cybersecurity, and records-retention procedures for access, removable media, and visitor/contractor support.
Create and update knowledge-based articles and simple how-to guides.
Participate in after-hours on-call rotation as assigned.