Prairie State Generating Co., LLC

Support Desk Specialist - Corporate

US-IL-Marissa
3 days ago
Job ID
2017-1535

Overview

An IT Service Desk Support Specialist professional possesses a solid work experience, work ethic, and a passion for providing exceptional IT support to a large number of PSGC employees and contractors.  This position will provide front line support services for the department’s desktop and network environment.  It will provide technical assistance and support for incoming queries and issues related to computer systems, software applications, phones, and other technical hardware.

Responsibilities

Essential duties and responsibilities include, but are not limited to, any one of the following assigned areas:

  • Identify, troubleshoot, research, support and resolve IT issues impacting PSGC business partners computing experience
  • Deploy, support and maintain a fleet of laptops, workstations, cell phones, desk phones, and handheld devices and peripherals.
  • Deliver technology support including hardware, software, and telephony support to PSGC business partners both hands on and from a centralized facility using remote capabilities and automation tools
  • Administer users and computers in Active Directory to ensure users are provisioned to proper security groups and organizational units
  • Design, validate, and administer configurations, utilities, software settings, etc. for the local workstation
  • Develop and maintain written instructional materials.
  • Act as a frontline repair resource for computing devices including laptop, desktop, telephony including both enterprise and mobile technology, conference room technology including sound systems and projection systems, and any other device which PSGC business partners may deem to be technology
  • Provide timely response to all issues, updates business partners on status, solicits additional information, if needed, and performs detailed troubleshooting of issues as appropriate
  • Act as a deployment coordinator for all new PSGC desktop computing devices including actual deployment and user acceptance testing of those devices
  • Provision appropriate accounts for new users
  • Walk customer through problem-solving process.
  • Manage backlog of issues and provide regular updates to impacted users on open support issues
  • Activate an escalation process when a determination is made that an issue requires urgent attention or an incident has been left unattended in queue for an unacceptable period of time
  • Follow up with business partners to ensure issue has been resolved to their satisfaction
  • Run diagnostic programs to resolve problems.
  • Monitor requests being submitted via telephone or other electronic medium to ensure timely response to the PSGC business partner
  • Utilize and maintain the approved ITSM (Information Technology Service Management) tracking software
  • Install, test and configure new workstations, peripheral equipment and software.
  • Perform timely workstation hardware and software upgrades as required.
  • Create and assign help desk tickets based on incoming email and phone requests.
  • Ability to be "on-call" on a rotating schedule to include weeknight and weekend schedules.
  • All other duties required to support the technology within the scope of responsibility for PSGC IT Operations assigned by IT leadership

Qualifications

To perform this job successfully, an individual must be able to perform the essential duties in assigned area in a satisfactory fashion.  The requirements listed below are representative of the knowledge, skills, and attitudes required for this employment position.  REASONABLE ACCOMMODATIONS MAY BE MADE TO ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM THE ESSENTIAL FUNCTIONS.

  • Ability to work independently and as part of a team
  • Strong organizational and time management skills
  • Accountable, motivated, self-reliant
  • Friendly presence and helpful attitude; Strong teamwork and interpersonal skills and ability to work well with others
  • Excellent oral and written communication skills
  • Exemplary customer service skills, always putting the customer first
  • Exceptional problem solving utilizing critical thinking and analytical skills to troubleshoot and resolve issues and challenges
  • Ability to provide support over the phone; good phone skills, professional demeanor
  • Ability to handle constantly changing flow of traffic; remain productive during slow times supporting strategic objectives as assigned by the Director of IT and IT Leadership Team
  • Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
  • Ability to work with or without direct supervision
  • Ability to learn quickly
  • Proven ability to translate technical jargon and concepts to non-technical users

Education/Experience:

  • Associates Degree plus 2 years’ experience or combination of education and experience equaling 4 years strongly preferred (combination to consist of education, training, experience and certifications).

Knowledge of:

  • Provide first level support to customers
  • Knowledge of Windows 7, Windows 10, and Active Directory
  • Basic knowledge of networking, specifically IP protocol
  • Provide full support for Microsoft Office and server products
  • Proficient with Web browsers, FTP, and email
  • Monitor and resolve issues with backup/recovery operations

Skills, abilities and physical requirements:

  • Ability to work independently and as part of a team
  • Strong organizational and time management skills
  • Accountable, motivated, self-reliant.
  • Friendly presence and helpful attitude; Strong teamwork and interpersonal skills and ability to work well with others
  • Excellent oral and written communication skills
  • Exemplary customer service skills, always putting the customer first
  • Exceptional problem solving utilizing critical thinking and analytical skills to troubleshoot and resolve issues and challenges
  • Ability to provide support over the phone; good phone skills, professional demeanor
  • Ability to handle constantly changing flow of traffic; remain productive during slow times supporting strategic objectives as assigned by IT Leadership
  • Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
  • Ability to work with or without direct supervision
  • Ability to learn quickly
  • Proven ability to translate technical jargon and concepts to non-technical users.

Work Environment:

The characteristics listed herein describe the work environment the employee encounters while performing the essential functions of this employment position.  REASONABLE ACCOMMODATIONS MAY BE MADE TO ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM THE ESSENTIAL FUNCTIONS.  While performing the duties of this employment position, the employee:

  • Works in an office environment with frequent exposure to a power plant and coal mine environment
  • Exposed to a quiet to moderately noisy environment primarily; however, a very noisy and dirty environment frequently for short periods of time.
  • Exposed to industrial safety hazards occasionally.
  • Routine business travel.

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