General summary: 

Assist the Support Services Department in responding to user questions, problems, and needs while following appropriate procedures. Provide customer support to all levels of computer users, assisting them in effectively utilizing Rainbow Energy Center’s (REC’s) computer systems, networks, and PC peripherals.

Key responsibilities: 

• Provide desktop PC support, including hardware and software installation, use, maintenance, and administration.
• Resolve user questions regarding hardware, software, and various applications in order to provide direct and prompt customer service following service ticket procedures. Escalate issues as necessary within IT and coordinate resolution.
• Partner with other IT staff to support current project and daily tasks related to support offerings, software and hardware upgrades, and new user set up.
• Coordinate small IT projects of limited scope and complexity and participate in larger IT projects to meet established schedules and budgets.
• Adheres to and works as an advocate of all REC and regulatory security policies, practices, and standards, and documents exceptions. 

Education & experience

§ Working on an associate or bachelor’s degree in information technology related field and experience with IT endpoint support OR 2+ years post high school education in a technology related field and experience with IT endpoint support. 

Knowledge, skills, & abilities

• Must have a general knowledge of computer systems, hardware, and software applications. 
• Must have a general understanding of knowledge of basic computer networking principles and designs.
• Must have the ability to manage multiple tasks and identify when escalation is necessary to complete assignments. 
• Must be capable of communicating effectively with technical level and non-technical personnel at all levels. 
• Must have analytical, interpretive, interpersonal, and problem-solving skills.
• Ability and responsibility to work safely alone and with others while following REC safety rules, and procedures. 
• Ability and responsibility to ensure security procedures are followed including immediate notification of potential incidents.
• Experience with Microsoft Windows Operating System, Windows Patching, Application deployment and patch management experience preferred. 
• Experience with image creation, testing and deployment experience is preferred. 
• Experience with Active Directory
• Experience with Microsoft 365 administration and tools is preferred.
• ITIL Foundations V3 certification preferred.
• This position requires the ability to work with and maintain confidential information while exercising discretion and sound judgment.

Working conditions

(The mental and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Normal office conditions with visits into plants. Plant conditions may include exposure to noise, vibration, dirt, and dust. Conditions may include long periods of sitting, using a keyboard or mouse, and reading a PC monitor. May be required to do occasional lifting of computer equipment (approx. 40 pounds), work under and around office furniture and plant equipment. Required to wear personal protective equipment as needed. Must be able to read, speak and comprehend the English language. May be expected to travel to support remote sites. Must be able to perform the essential functions of the job.