Technical Support Analyst I

Summit Utilities Inc • Winslow, ME

9h • Onsite

About The Position

Technical Support Analysts, Grade I report to the IT Technical Services Supervisor and are responsible for maintaining and supporting SUI (Summit Utilities Inc.) systems, technical equipment, and practices. Technical responsibilities include Laptop, desktop, iPad, tablet and mobile phone support, software configuration on end-user devices, conferencing, and A/V support, and providing remote support to a large and geographically dispersed end-user community. Grade I Analysts should have a broad and in-depth understanding of desktop operating systems, Apple iOS, end-user hardware, Office 365, Microsoft Teams, printing, and a foundational knowledge of IP networking. Technical Support Analysts are also expected to stay current on developing technologies, trends, and best practices.

Requirements

• Associate degree in Information Technology or a closely related field or equivalent experience.
• 1+ years of related work experience.
• ITIL 4 Foundations certification will be required within 6 months of employment.
• Ability to adapt to current technologies and maintain technical skill levels.
• Work in a self-directed manner.
• Communicate and engage with other team members regularly.
• Demonstrate problem solving with critical thinking skills.
• Ability to effectively communicate, verbally and in writing.
• Ability to manage conflicting priorities and expectations.
• Ability to manage time and workload efficiently, including planning, organizing, and following through on a variety of tasks, assignments, projects, and reports, while paying close attention to details.
• Demonstrate a high customer service imperative.
• Ability to maintain confidentiality.
• Work effectively in a diverse workforce.
• Broad and in-depth understanding of desktop operating systems, Apple iOS, end-user hardware, Office 365, Microsoft Teams, printing, and a foundational knowledge of IP networking.

Nice To Haves

• Certifications such as A+, MCP, ITIL foundations highly desirable

Responsibilities

• Maintain and support SUI systems, technical equipment, and practices, including Laptop, desktop, iPad, tablet, and mobile phone support and deployment (hardware support, operating systems support, troubleshooting/repair and escalation of hardware issues, printing support, imaging and deployment of replacement equipment).
• Provide Meeting / A/V and Conferencing Support (MS Teams, and Zoom devices and software).
• Provide Software implementation support (testing and installation of packaged and in-house developed software on systems, assisting with software rollouts, maintaining and ensuring the use of all Information Security tools, escalation of software issues).
• Provide Permissions support (assistance with user account login issues, Office 365 and MFA issue troubleshooting).
• Adhere to SUI support practices (providing excellent in-person and technical support, following SUI ITIL support practices, maintaining SUI IT inventory practices, developing knowledge base articles, providing support to IT Engineering Team as required).
• Utilize project management practices for appropriately sized initiatives.
• Take ownership of processes and systems where assigned.
• Develop and facilitate peer and end-user training as needed.
• Develop and maintain preventative maintenance procedures where assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees