Job Description:

Responsible for providing first level support for endpoint computing hardware and software employing a high degree of customer service, technical expertise, and timeliness. Endpoint computing includes physical desktops and laptops, mobile devices, and virtual desktops along with associated peripherals and printing.

Note:

There is one position available and the position will be filled at one of three job grade levels: IT Client Support Specialist I, job grade 6, IT Client Support Specialist II, job grade 7; or IT Senior Client Support Specialist, job grade 8. This decision will be based on the qualifications and experience of the candidate selected, and Tri-State business needs at the time of hire.

Tri-State recognizes the value of a highly-engaged and committed workforce and provides an excellent benefits program that includes:

Medical Insurance, Dental Insurance, Vision Insurance Health Savings Account (HSA), Flexible Spending Accounts (FSA), Tuition Reimbursement, Flexible Work Schedules including compressed work week and telecommuting opportunities to work remotely up to 50%, Life Insurance, 401K, Long Term Disability (LTD), Short Term Disability (STD), Employee Assistant Program (EAP) and Paid Leave Benefits.

IT Senior Client Support Specialist

Hiring Salary Range: $86,000-116,000

IT Client Support Specialist II

Hiring Salary Range: $78,000-$105,000

IT Client Support Specialist I

Hiring Salary Range: $71,000-$96,000

Actual compensation offer to candidate may vary outside of the posted hiring salary range based upon work experience, education, and/or skill level.

Responsibilities:

• First level of support as a member of the Service Desk answering Service Desk phone calls, responding to walk-in end-user visits to the area, and monitoring portal requests for proper routing.

• Responsible to manage Cherwell tickets assigned to the HQ Service Desk queue including proper management of those tickets from open through resolve status completing all necessary fields.

• Responsible for investigating and resolving general endpoint device problems, tracking and communicating problem status to client, and working with IT Client Support Specialist II and Senior level when needing expert support for client interface problems.

• Assist end-users with the correct uses of endpoint technology and software.

• Create technical documentation for known issues and post to the Knowledge Base (KB).

• Provide requested administrative reports and trending data for management review and education.

• Maintain Active Directory records for current and incoming employees and contractors.

• Responsible for Virtual Desktop user account creation and administration.

• Responsible for Exchange and Active Directory user administration including account creation, modification, and disabling.

• Responsible for Audio Visual support for meeting, conference and training rooms.

• Responsible for general SCCM utilization and support.

• May be asked to assist with Board Member and VIP support as needed.

• May require Network physical troubleshooting.

• Responsible for Mobile device configuration and troubleshooting.

• Responsible for collaborating with IT Client Services Field team and IT Client Services End User Computing team when needing expert support for endpoint computing issues and field applications.

• May work on warranty and non-warranty repairs both in house and in coordination with our hardware vendor.

• Participate in team projects that enhance the quality of client support, as required.

• Adhere to and demonstrate compliance with appropriate electric utility industry regulatory requirements. Attain knowledge and remain knowledgeable of development in regulations, laws, standards and best practices applicable to the functional area including, but not limited to, Standards of Conduct, Environmental, Employment Law, NERC Reliability Standards and Safety. Must be familiar with, and comply with, all aspects of Corporate Policy C-54, Compliance.

• Demonstrate behavior consistent with Tri-State’s culture embodied in the Cooperative principles and spirit and core values of technical competency, respect and dignity, accountability, integrity, trustworthiness, and servant leadership to empower or otherwise enable others to optimally perform their job responsibilities. Demonstrate and promote ethics and behaviors consistent with Tri-State’s culture, Board policies, and business practices. Understand and fulfill the role and responsibility for all compliance programs within the company.

• Because Tri-State is an electric utility with continuous service obligations to its customers, regular, reliable, and predictable performance of the essential functions and responsibilities is an essential function of the job.

• Because Tri-State has an obligation to provide continuous, reliable electric service to its customers, the ability to work overtime at any time of the day or week is considered an essential function of the job.

Qualifications:

Education and Training

• Bachelor's degree in Computer Science, Management Information Systems or related area, or equivalent combination of education and/or experience.

Knowledge, Skills, and Ability:

• Effective troubleshooting and resolution skills.

• Strong customer service experience, and phone etiquette skills.

• Solid knowledge of existing endpoint computing hardware including working with vendors, repairing, and setups used on these devices.

• Solid understanding of endpoint software not covered by other IT groups with a strong emphasis on Microsoft products.

• Ability to coordinate and plan work effectively.

• Experience working with Microsoft Office, M365 Products, and Windows 7/10.

• Ability to communicate effectively, both orally and in writing, to technical and non-technical end-users and staff.

• Ability to maintain effective working relationships with end-users, team members, and other IT staff. Ability to maintain confidentiality.

Other:

• Willingness to be on call support 24 hours per day and 7 days per week.

About Us:

Tri-State is a wholesale power supply cooperative, operating on a not-for-profit basis, with 44 members, including 41 utility electric distribution cooperative and public power district members in four states: Colorado, Nebraska, New Mexico and Wyoming. Together with its members, Tri-State delivers reliable, affordable and responsible power and energy services to more than a million electricity consumers across nearly 200,000 square miles of the West.

Tri-State was founded in 1952 by its member systems to provide a reliable, cost-based supply of electricity. Headquartered in Westminster, Colo., approximately 1,200 people are employed by Tri-State across five states.

Tri-State's electricity is generated from coal, natural gas and hydropower, with a rapidly increasing supply generated from wind and solar. Tri-State delivers power to its members through a transmission system that includes substation facilities, telecommunications sites and over 5,700 miles of high voltage transmission lines. Tri-State's transformative Responsible Energy Plan is reducing emissions, increasing renewable resources, developing new energy services and delivering more flexibility for its members.

Job Identification: 169

Job Category: Information Technology

Posting Date: 2024-06-20T14:17:59+00:00

Job Schedule: Full time

Hiring Salary Range: $71,000-$116,000

Locations: 2200 South Rio Grande Avenue, Montrose, CO, 81401, US

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.