Technical Support Analyst

Southside Electric Cooperative•Crewe, VA

22h

About The Position

Are you passionate about technology and helping others succeed? Do you thrive in a fast-paced environment where your problem-solving skills keep operations running smoothly? Due to a coming retirement, we are looking for a Technical Support Analyst who will play a vital role in ensuring our employees have the reliable, secure, and efficient technology they need to deliver safe, affordable, and dependable electric service to our members. If you're ready to make a difference and be part of a mission-driven organization, this is the opportunity for you!

Requirements

Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
Excellent interpersonal skills and a commitment to accuracy, service, and accountability.
Highly organized with strong problem-solving and analytical skills.
Ability to manage multiple priorities and meet deadlines.
Working knowledge of desktop, laptop, peripheral, and mobile device installation and troubleshooting.
Proficient in Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint).
Familiarity with enterprise phone systems.
Understanding of cybersecurity standards, system updates, and change management.
Ability to write clear technical end user documentation.
Associate's degree in Information Technology or related discipline required.
Minimum 3 years' technology support experience in a business environment.
CompTIA A+ Certification or equivalent

Nice To Haves

Knowledge of NISC's iVUE system administration is preferred.

Responsibilities

Provide timely and effective first-level support for hardware, software, and mobile device functionality.
Diagnose and resolve routine and complex technical issues while meeting service level expectations.
Receive, prioritize, document, and resolve technical support requests through the Cooperative's ticketing system.
Escalate issues to team members or vendors and actively coordinate resolution.
Analyze recurring issues and recommend preventive improvements.
Troubleshoot, repair, and configure computer hardware, peripherals, and mobile devices.
Document incidents, resolutions, and configuration changes accurately and promptly.
Monitor technology consumables and request replenishment.
Analyze support data and performance metrics to improve user experience.