Chugach Electric
  • 16-Jan-2023 to Until Filled (AKST)
  • Information Services
  • Anchorage, AK, USA
  • per hour $27.97 per hour
  • Hourly
  • Full Time

IBEW Generation Agreement Benefits


Accountability Objectives

The PC Support Specialist is responsible for providing local and remote company employees and contractors with technical support for their desktop hardware, mobile devices, printers, peripherals, software, and operating system requests and issues.

Responsibilities & Authorities

Performs Personally:

As assigned, act as the first point of contact for users requiring IS technical assistance. Answer customer telephone calls and emails in a professional and courteous manner.

Design, develop, test and implement IT solutions that benefit company business improving processes, applications, and utilities, while providing local and remote employees, and contractors with technical support for desktop hardware, software, and operating system issues.

Evaluate, install, configure, and test new desktop hardware, virtual desktops, software, and operating systems for internal employees and external contracting users. Troubleshoot and resolve basic and complex (standard and non-standard) hardware and software support issues to include Virus/Spyware/Malware clean-up and remediation.

Perform advanced troubleshooting and resolve issues with computers, mobile devices, point of sale systems, scanners, and printers.

Image and deploy desktops, laptops, and mobile devices as needed, local and remote repair situations, projects, and upgrades.

Repair desktop computing hardware down to field replaceable units (i.e., ram, CPU, hard drives), and conduct return materials authorizations where needed.

Analyze users' needs and recommend purchase requisitions.

Receive and track physical assets from warehouse delivery to final location.

Create hardware and software test plans and perform testing prior to user acceptance. Resolve issues by assisting staff in installing tested and approved hardware, software, patches, and configurations.

Attend training and user conferences to stay current on skill sets and recommend process improvements to IS department staff.

Coordinate with multi-disciplinary staff to solve technical problems.

Track reported issues from receipt to completion where needed.

Implement methods to eliminate or avoid consistent problems, reduce operating costs, and provide users with a satisfactory response.

Interact with hardware and software vendors as Chugach's primary customer contact to resolve technical issues, bugs, potential improvements, and to communicate enhancement requests.

Document work practices, environment changes, and standard operating procedures. Conduct peer review on department documentation updates.

Update status and/or resolve support tickets according to priority in the ticketing system, documenting root cause and detailing resolution. Provides updates to users on status requests of submitted tickets.

Perform other skills as listed in skill qualification matrix. Responsible for tracking current tasks status and requesting audit for grade alteration.

Provide feedback in relation to skill qualification matrix to peers within the department.

Perform other duties in conjunction with evolving technological changes.

Relationships

Internal:

IS Managers in section II. Reports to, receives direction and assistance from, exchanges information and makes recommendations.

Lead Support Specialist: Receives direction and assistance from, exchanges information and makes recommendations

Other Information Services Staff: Coordinates interrelated activities and exchanges information

User Community: Provide product support, exchanges information.

External:

Vendors and Consultants: Coordinates interrelated activities and exchanges information.

Software and Hardware Vendors: Consult with, perform advanced troubleshooting, report and solve problems.

Flex Details

This position is a flex grade position. Employees will request their qualifications be reviewed for advancement to PC Support Specialist 2.

Management, Lead Support Specialist(s), and PC Support Specialist 2(s) will review the employee's current skills and time of experience and determine if they meet the minimum qualifications for grade adjustment.

Minimum qualifications are listed in section VI and include the PC Support Skills Qualification Matrix.

Upon review, the employee will be given their results with an explanation of cause for award or denial of grade adjustment, to include recommendations on areas to improve and specific examples if available.

If qualified, the employee will be adjusted to PC Support Specialist 2 and placed in the lowest step that is higher than their current pay rate. This will be effective on date of approval.

If denied for lack of qualifications, the employee must wait a minimum of 180 days prior to requesting additional qualification reviews.

Job Qualifications

Minimum Qualifications:

PC Support Specialist 1

Minimum of two years experience in maintenance of personal computer systems, mobile devices.

OR

Minimum of one year experience as a Software Support Specialist within Chugach Electric.

OR

A certificate from an accredited charter school in information technology

OR

An Associate Degree in Science from an accredited college in information technology or similar

PC Support Specialist 2

A minimum of three years in PC Support Specialist 1. A minimum of 85% completion of PC Support Skills Qualification Matrix and required tasks as annotated.

OR

Six years of experience of increasing responsibility in personal computer and help desk support *like that at Chugach Electric. A minimum of an associate degree in computer technology.

Existing PC Support Specialist 1 employees must also complete the required tasks as annotated in the PC Support Skills Qualification Matrix.

OR

Eight years of experience of increasing responsibility in personal computer and help desk support *like that at Chugach Electric.

*Like that at Chugach Electric: Approximately 200+ users, 350 desktops, 25 multifunction printers, 200+ mobile devices.

PC Support Skills Qualification Matrix

Alterations to the skills qualification matrix will require a Classification Committee. In-process employees will be reviewed by the committee and a letter of agreement will be made if needed to address substantial matrix changes.

Knowledge, Skills, Abilities:

PC Support Specialist 1

Excellent communications and interpersonal skills, both oral (including telephone and face-to-face) and written.

Ability to understand and execute oral and written instructions and to instruct others in routine tasks.

Willingness and ability to learn quickly. Proactive in implementing change through teamwork.

Skill in operation of a variety of computer equipment, mobile devices, software, and associated peripherals.

Skills in Windows based pcs, mobile devices, and multi-function printing environment (software and/or hardware).

Possess a strong working knowledge of the functions of a pc support environment.

PC Support Specialist 2

All skills as required for PC Support Specialist 1.

Experienced in developing and implementing hardware testing plans and maintaining personal computer-related procedures and documentation.

Skill in the advanced implementation and maintenance of a variety of Windows based pc equipment, software, and associated multi-function peripherals on the network.

Must have proven ability to relate well with people.

Working Conditions

Standard office environment.

Must be able to lift 50 pounds.

Pushing/Pulling moving items without lifting.

Bending, Twisting, Kneeling movement involving knees, back, and hips.

Climbing descend and ascend various equipment (i.e., ladders)

Crawling move or traverse distances on hands and knees

This position is subject to 24-hour call with some weekend work.

Periodic field trips to inspect and service remote facilities required.

Chugach Electric
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