IT Helpdesk/Support Engineer

Northcentral Electric Cooperative is an equal opportunity employer and recruits, advertises, employs, promotes, transfers, disciplines, and discharges without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, physical or mental disability, or veteran status. Northcentral Electric Cooperative Job Description IT Helpdesk/Support Engineer I. Introduction: The purpose of this position is to provide computer troubleshooting, hardware and software maintenance, report processing and training for providing excellent computer services to all employees. II. Supervisor: Information Technology Manager III. Knowledge/Education Requirements: - A 2-year or higher technical degree in computer technology or related field. - Five (5) or more years’ help desk or desktop support experience, including maintaining and troubleshooting laptops, tablets, thin clients, PCs, scanners and network printers for end users. - Experience supporting end users on the Windows 11 desktop operating system and Microsoft Office 365 applications including but not limited to MS Word, Excel, Power Point, and Outlook. - CompTIA A+ Certification or equivalent preferred. - Experience with Microsoft Active Directory, including user account maintenance, password resets, and access requests. - Experience with Microsoft CoPilot and other AI tools. - Experience with Microsoft Group Policies to support and troubleshoot end-user workstation configurations. - Experience with working on Microsoft Windows Server 2019 and higher required to resolve escalated help desk issues. - Desire to take advantage of training and learning opportunities to continually improve technical and customer service skills. - Ability to function effectively in a fast-paced help desk environment with a steady volume of support requests. - Strong organizational skills and attention to details; ability to prioritize and manage multiple help desk tickets and tasks simultaneously. - Independent, self-starting attitude with the ability to take help desk tickets through to resolution with minimal supervision. - Good written and verbal communication skills with a strong customer service focus. Comfortable communicating in person and via phone, IM, email, text, and radio with end users, peers, managers, and vendors, and able to explain technical issues in clear, non-technical terms. - Ability to communicate technical information clearly and effectively to employees with varying levels of technical knowledge. Must be able to listen to users, identify their needs, explain technical issues and solutions in east-to-understand terms, and provide patient, professional, and courteous support. - Must be able to maintain confidentiality of all Cooperative information, including user account and system access details. - Excellent troubleshooting skills with the ability to diagnose end-user issues, document resolutions, and escalate situations requiring urgent attention. - Responsible, dependable, and committed team player who is goal driven and service oriented. IV. Duties/Responsibilities: Essential Functions: - Respond and resolve promptly help desk calls and support tickets. - Install monthly server security updates and patches as required. - Assist with Windows and Linux server operating system upgrades and installations. - Create and manage InTune managed software installations. - Provide escalated support for help desk issues that require a higher level of expertise, including Cooperative-specific applications, email, remote access, user account maintenance, and printing. - Ensure that IT Cyber Security policies are enforced. - Use sound judgment to determine when to involve other information systems personnel. - Install and upgrade end-user hardware and software, including corporate and application software, desktop and laptop PCs, PC memory, iPads, and printers. - Create and update documentation for hardware and software installations and upgrades for reference and disaster recovery. - Troubleshoot network, PC, peripheral, hardware, and software issues in accordance with established operating procedures. - Analyze and resolve issues, and document the resolution. - Provide training and assistance to end users, to better utilize their computing environment. - Configure and image Windows PCs and laptops. - Attend continuing education as needed to perform the position more effectively. - Work on special projects as assigned. V. Physical requirements: Must be able to lift 50 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 20 lbs. Must be able to stoop, kneel, crouch and crawl. Work requires the ability to reach, handle and feel with fingers. Must be able to speak and hear. Must be able to obtain impressions through the eyes of the shape, size, distance, motion, and color or other characteristics of objects. Must possess acuity, far and near, depth perception, field of vision, accommodation, and color vision. Must be able to speak clearly and communicate effectively to interact with company employees and members.