IT Support Specialist I-II

Umatilla Electric Cooperative•Hermiston, OR

15h•Onsite

About The Position

The IT Support Specialist is responsible for providing first-line or advanced technical support to employees by promptly responding to service requests and incidents, accurately documenting and resolving issues, and maintaining clear communication with stakeholders throughout the support lifecycle. This role supports and enhances core IT operations including user onboarding, hardware and software provisioning, Microsoft 365 support, and secure endpoint management.

Requirements

IT Support Specialist I Education : Associate’s of Science degree in Computer Science or related discipline.
Experience: Three (3) to five (5) years of related technical experience or equivalent combination of education and experience.
Excellent verbal and written communication skills.
Ability to read, analyze, and interpret common technical descriptions/instructions.
Ability to respond to common communications from colleagues, members of the Cooperative or business community.
Proficient in computer technology; adapts and embraces new devices, software applications and technology processes.
Must be a strong reference for other users performing various computer functions.
A valid driver’s license is required for occasional business travel.
IT Support Specialist II Education: Bachelor of Science degree in Computer Science or related discipline.
Experience: Four (4) years of related technical experience or equivalent combination of education and experience.

Nice To Haves

Experience with mobile devices, Microsoft365, and Microsoft Windows.
CompTIA A+ and MD-100
Experience with mobile devices, Microsoft365, and Microsoft Windows.
CompTIA A+, MD-100, CompTIA Network+, and/or Microsoft Certified Fundamentals.
Serves in an active leadership role developing and mentoring Information Technology staff.

Responsibilities

Monitors incoming employee requests made in person or via phone, email, voicemail, and prioritizes incidents based on severity and impact to business production.
Responsible for maintaining communication with the requesters and identified key stakeholders throughout the life of the incident.
Responsible for collecting and logging detailed information about the incident or new request through a conversation with the employee, then utilizing support tools, personal expertise, third party support vendors, and fellow team members experience to expediently fulfill the request.
Logs and tracks support tickets in the service desk application. Documentation includes a description of the issue, troubleshooting steps, customer communications, equipment information, third-party vendor support, and a description of the resolution among other items as assigned.
Performs onboarding activities which include: user account provisioning and maintenance, file server security settings, email distribution group changes, Microsoft365 support, and password resets.
Procures, installs, and maintains end user hardware and software deemed necessary for operations.
Schedules, tracks, and performs computer replacements and securely disposes of old computers.
Follows processes and procedures to secure the UEC computer environment using an endpoint manager to ensure patching, drive encryption, and secure authentication.
Demonstrates initiative with constructive solutions for improving service delivery.
Supports or manages meeting room audio/visual systems. Performs regular maintenance and provides guidance on replacement systems.
Assists in tracking software license compliance, maintenance contracts and reports the status to the Manager of IT.
Communicates all system maintenance/outage windows to the appropriate vendors and UEC employees.
Follows and/or leads the Cybersecurity Incident Response and Communication Plans.
Participates in a 24-hr / 7-day a week on-call schedule.
Follows procedures for incidents, requests, and changes.
Escalates and communicates unresolved or highly visible issues to the appropriate management personnel.
Conducts themselves in a manner that reflects well on UEC and contributes to harmonious relations with members and the general public.
Respectfully takes direction from Supervisor and keeps the Supervisor informed of issues in areas of responsibility in a timely manner.