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IT Technician I, Unified Endpoint Management

Location: Fayetteville, AR, United States
Job ID: 34387
Date Posted: Sep 22, 2022
Salary: $60350 to $90600 annually

Job Description

Job Specifications

The Unified Endpoint Management department handles all hardware and COTS (commercial off-the-shelf) software used by employees and contractors across the organization. The successful team member will be customer-focused and motivated by successfully meeting service levels and department goals. They will be able to adapt to new processes and procedures quickly while dealing with a high volume of requests. They will be committed, agile and have demonstrated the ability to maintain high levels of productivity with minimal supervision.

SALARY RANGE:   $60,350 - $90,600 (Determined by the knowledge, skills and abilities of the applicant.)

REPORTING RELATIONSHIP:  Manager, Unified Endpoint Management 

LOCATION: Fayetteville, Arkansas

  • Relocation financial assistance is available amount may vary based on individual circumstances.    

ESSENTIAL JOB FUNCTIONS: 

  • Provide technical support for all hardware (14,000 assets) used by Black Hills Energy employees and contractors including but not limited to Microsoft, HP, Apple, Panasonic, Crestron, Shure, and Canon.
  • Provide technical support for 2,000+ commercial off the shelf (COTS) Windows applications and 300+ iOS mobile apps in support of field operations for the purposes of collecting, locating, calibrating, analyzing, and ensuring security of field data.
  • Reinforce the use of standard practices, standard system architecture, and standard software in accordance with Black Hills policies and procedures. 
  • Work closely with co-workers, end-users, and vendor representatives to resolve performance related issues in accordance with urgencies and SLAs.
  • Partner with Legal, IT Compliance, IT Risk, and Security to ensure legal hold, endpoint security, software compliance, and data governance is aligned with regulations, company policy, NERC/CIP, TSA and SOX security controls
  • Understand and strive to simplify UEM network architecture using knowledge of conference room technology, digital signage, and IoT technology for the purpose of delivering reliable, highly secure services that are in demand.
  • Work with contract resources to ensure the ability to deliver a complex portfolio of software and hardware refresh projects that meet business requirements.
  • iOS knowledge is critical and must understand the inner workings of iPhone/iPads to include setup, wipe, reset, security, and troubleshooting iOS, iPadOS, MAM/MDM policy/restrictions so that field devices work for emergency operations (on call, gas leak, line hit) 
  • Participate in on-call rotation and support critical 24/7 systems outside of normal working hours as needed. 

ADDITIONAL RESPONSIBILITIES: 

  • Participate and be engaged on project teams.

QUALIFICATIONS: 

  • Minimum of (3) three years of technical experience supporting and troubleshooting Windows, iOS/iPadOS, and conference room technology required.
  • High School diploma or equivalent required. 

KNOWLEDGE/SKILLS/ABILITIES:

  • Basic knowledge of Microsoft Intune and SCCM as they relate to Unified Endpoint Management.
  • Basic networking knowledge and the ability to trouble connectivity issues using test equipment and Cisco ISE familiarity.
  • Basic Active Directory management (users and computers).
  • Basic knowledge of managing A/V assets using XiO Cloud, Biamp SageVue, and Shure SystemOn.
  • Window 10/11 basic troubleshooting.
  • Apple iOS/iPadOS basic troubleshooting.
  • Teams Rooms basic troubleshooting.
  • Canon imageRunner Advance MFP basic troubleshooting.
  • Strong attention-to-detail skills resulting in a high degree of accuracy and minimal rework in tasks performed.
  • Strong customer service skills and the ability to handle several tasks simultaneously in order to prioritize activities.

MENTAL/PHYSICAL DESCRIPTIONS AND WORKING CONDITIONS:

The mental and physical descriptions are representative of the activities an employee in an office job performs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mental description: Understand, remember, apply oral and/or written instructions or other information, and communicate routine factual information. Apply common sense in performing job functions, usually within a set of rules or guidelines.

While performing the duties of this job, the employee continuously accesses, inputs, and retrieves electronic information and communicates regarding the information.  Employee frequently moves about the office space. Employee may occasionally: climb, balance, stoop, kneel, crouch, crawl, push, pull, and reach. Employee must be able to operate routine office equipment including computers and similar equipment. Must be able to routinely perform this work for an average of 6-8 hours per day and occasional extended hours as necessary. Must be capable of regular, reliable, and timely attendance.

Specific lifting abilities required by this job include: Light work. The employee is continuously moving about the job site or office space. Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently and/or a negligible amount of force constantly to move objects. If the use of reaching and moving controls exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

Work environment: Routinely perform work indoors in climate-controlled shared work area with moderate noise level and occasionally outdoors in sometimes inclement weather. Worker may be subject to hazards including a variety of physical conditions such as proximity to moving mechanical parts, moving vehicles, electrical current, working in places of height or close quarters. Willing to travel up to 25% (e.g., 1 week or 5 days/month) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Travel will be necessary to conduct the duties of this job and the employee must have proper licensing to operate a motor vehicle.

This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.


About our Company: We are a customer, growth and safety focused utility company that is dedicated to our communities. We improve life with energy as an energy partner of choice. Our diverse culture fuels unique perspectives, opening doors to new insights and possibilities. Based in Rapid City, South Dakota, we have over 3000 employees and serve 1.3 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

Enjoy our Comprehensive Benefits Package!  Annual incentive program, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, paid time off, additional Veteran PTO, paid holidays and annual floating holidays, company paid short term and long term disability, paid parental leave, health and wellness program, and competitive medical, dental and vision insurance.

Candidates must successfully pass a pre-employment drug screen and background check. 

Black Hills Energy does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or status as a protected veteran.

Wage: 60350 to 90600
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Fayetteville, Arkansas
Combining small-town charm with a thriving business climate, located in the Ozark Mountains of NW Arkansas. Home to the University of Arkansas, Fayetteville has consistently ranked on Livability.com's Top 100 Best Places to Live lists.

IT Technician I, Unified Endpoint Management

Fayetteville, AR, United States