Service Desk Specialist I Limited Assignment External

Wage: $28.81

Closing Date to Apply: May 20, 2024

Grant County PUD will administer a background check as part of the hiring process.

This link below will provide you with Grant PUD’s benefit that may be available if hired, different employee types are eligible for different benefits.

Grant PUD — Unified Insurance Program (uip-wa.org)

This position provides first level Information Technology (IT) support and help desk services. This position interacts with the utility's computer users to help them effectively use Grant PUD's computing environment. The position participates in the support of the end user computing environment by assisting in procuring, implementing and supporting hardware and software deemed necessary for utility operations.

The position is responsible for incident resolution and implementation of standard IT requests reported to the Grant PUD's Service Desk, and proactive maintenance of the end user computing environment. Responsibilities include initial assessment, triage, research, and resolution of incidents, and fulfillment of new requests for application software products and/or infrastructure usage and access. The Service Desk Specialist is responsible for collecting detailed information about the incident or new request through a conversation with the customer, then utilizing support tools, personal expertise , and fellow team members experience to expediently fulfill the request. The Service Desk Specialist escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team according to defined escalation procedures.

Job Responsibilities

Support initiatives that support the mission, goals, and objectives of Grant PUD's Strategic Plan. Performs work in alignment with identified Key Performance Metrics (KPls).

Perform logging of customer calls/emails to the Service Desk into the trouble ticket application and remediate those trouble  tickets.

Perform user account provisioning and maintenance, file server security settings, email distribution group changes, SharePoint support, and password resets.

Resolve problems by using the problem resolution database, team and vendor knowledge, and other electronic documentation such as the IT Software Catalog  and  IT Knowledgebase.

Reassign issues not resolved to tier 2 and 3 support teams and log the change of assignment.

Responsible for maintaining communication with requester and identified key stakeholders through the life of the incident.

Support users at all utility locations (Ephrata, Moses Lake, Power Production projects, Grand Coulee, Coulee City, Quincy, Royal City, PEC, Quincy Chute) and other locations as needed.

Assist in procuring, installing and maintaining end user hardware and software deemed necessary for operations.

Expected to follow Service Desk policies, procedures, and services.

Become familiar with each team in the IT Department and the capabilities of the individuals and their roles in escalation scenarios.

Process security group membership modification requests from users in accordance with policies, standards and practices.

Provide support on the utility's productivity suite of applications, such as Microsoft Office, SharePoint, Visio, and MS Project.

Other aligned duties as assigned by IT management

Demonstrated commitment to Grant PUD's mission, vision, values, and  strategic plans. The incumbent should be familiar with these organizational priorities and behave in a way that aligns with these expectations.

Understand and adhere to compliance requirements for this position that may include laws, regulations, security guidelines, Grant PUD policies &  procedures.

Actively participate in all aspects of our safety program, including but not limited to:

• Following all safety policies and procedures;
• Alerting supervisors and coworkers to unsafe or hazardous working conditions;
• Reporting any safety incidents or close calls within 24 hours to your supervisor; and
• Accepting feedback from supervisors and coworkers regarding your own safety performance.

Job Requirements

Educational Requirements

• Associate Degree in Information Systems, Business Administration, Computer Science or other relative technical degree (equivalent experience will be considered in lieu of degree.) Bachelor's Degree in Computer Science, MIS, or equivalent preferred, but not required.
• CompTIA A and Net proficiency certifications (or ability to obtain within the first 18 months of employment). Must be maintained on 3 year renewal cycles from date of certification.
• One year experience in a computer environment support role or a user application support role is strongly
• Call Center or Customer Service experience is desired.

Knowledge and Skills

Knowledge of - Grant PUD's overall technology environment, and detailed knowledge of the end user computing environment; principles, concepts and practices of ITIL, IT Service Management (ITSM) and incident response and resolution; personal computer hardware, operating systems and application support; basic understanding of computer networks.

Skills in - friendly presence and helpful attitude; good interpersonal skills and ability to work well with others; excellent oral and written communication skills; ability to provide technical support over the phone; good phone skills, professional demeanor, active listening and presenting clear and concise instruction; problem solving; ability to visualize a problem or situation and think abstractly to solve it; ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations; creativity; thinking around problems and coming up with creative solutions; working with or without direct supervision; ability to follow-through until work is properly completed.

Special Requirements

Must have a valid driver's license with no restrictions.

Physical Requirements

Majority of work is performed in a standard office setting. Requires occasional travel to other company locations.

*For a full list of requirements, the applicant/incumbent should refer to the Physical Capacity Evaluation (PCE).

The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.  Individuals may perform other duties as assigned, including work in other functional areas.