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User Support Technician II

Location: Gillette, WY, United States
Job ID: 32806
Date Posted: Feb 6, 2020
Salary: $20.17 to $30.38 hourly

Job Description

The User Support Technician provides quality technical application and hardware, as well as phone and desktop support via phone, email and a variety of remote tools across the organization with a high degree of customer service, technical expertise and timeliness to employees at Black Hills Energy.  Performs testing, trouble shooting, and issue resolution in a wide variety of applications, hardware, and network systems through effective use of technical knowledge and internal and external resources.  This position is responsible for installation, transfer, add and change (IMAC) activities, as well as, PC image backup and restoration.  As the principal interface with IT customers, User Support Technicians must retain a breadth of knowledge across local and regional infrastructure and key contacts in all IT disciplines, i.e. network team, server admin, etc., to ensure proper communication and problem resolution.

PAY RANGE:    $20 - $30 per hour (Determined by the knowledge, skills and abilities of the applicant.)

REPORTING RELATIONSHIP:   Technical Client Services Manager

LOCATION:   Gillette, WY 

ESSENTIAL JOB FUNCTIONS:

  • Prioritize and manage daily schedule related to resolving and documenting customer support issues. Respond to incoming requests in a timely manner, track 100% of all customer contacts, research questions and issues and resolve each interaction into Service Desk with customer satisfaction.
  • Diagnose and resolve PC-related problems. 
  • Perform and maintain PC services including hardware and software upgrades. 
  • Utilize sound diagnostic techniques to troubleshoot or research technical problems reported by users. 
  • Follow verbal and written procedures for escalating support requests to other staff members.
  • Perform back-up procedures for assigned files; coordinate restoration and retrieval of files as needed; maintain all files in an accurate and efficient manner. 
  • Inventory control and tracking of hardware including PC’s, thin clients, terminals and equipment; requisition supplies as required; replace equipment for users as approved. 
  • Evaluate, test and implement new PC’s, operating systems and application software solutions.
  • Maintain PC/LAN/WAN records of company hardware and software. 
  • Accurately record all information regarding end user incidents or requests into the BHE Service Desk.

ADDITIONAL RESPONSIBILITIES:

  • Keep abreast of technical changes in PC/LAN hardware and software by reviewing and studying vendor technical documentation, educational materials, and industry publications to enhance technical skills. Make recommendations for implementation of those that can be effectively applied.
  • Support BHC Information Technology and BHE goals and objectives.
  • Travel to business units for technical support as necessary.
  • Continuously develop competency with company systems and applications.
  • Ensure that a ticket is created for every support request that you resolve or escalate.
  • Partner with the business in order to provide the highest levels of support.
  • Comply with policies, procedures and controls related to Sarbanes-Oxley or other regulatory frameworks.
  • On-call support required on a rotation basis.
  • Identifies trends and informs team members and/or makes recommendations as appropriate (e.g., system errors, user problems, etc.)
  • Perform other duties as assigned.

QUALIFICATIONS:

  • Associate degree or equivalent experience in related field required.
  • Minimum 2 years of technical experience preferred.
  • A combination of experience and training that would provide the required knowledge includes:
    • Personal computer hardware repair and/or troubleshooting.
    • Windows-based workstations and related peripherals.
    • Microsoft Windows, Mac, IOS operating systems and TCP/IP environments.
    • Avaya/Cisco/Genesys phone systems.
    • Working knowledge of application software such as Microsoft Office, Microsoft Project, Acrobat, and Visio.
    • Wireless devices such as aircards, mobile devices, etc.
  • Ability to obtain Microsoft Certified IT Professional and A+ Certifications or equivalent Helpdesk or Deskside Support certifications within twelve months.

KNOWLEDGE/SKILLS/ABILITIES:

  • Must be proficient in working with Windows and some Mac experience.
  • Demonstrated knowledge of networking technologies for implementation, maintenance, and problem resolution.
  • Administration of Windows-related operating systems, architecture and troubleshooting techniques desired.
  • Basic knowledge of Microsoft Office, Citrix and Active Directory desired.
  • Knowledge of basic troubleshooting techniques for air card, Canon printers, etc.
  • Ability to work with a variety of stakeholders including consultants, users, technical personnel and business users to resolve problems in a timely and effective manner.
  • Strong attention-to-detail skills resulting in a high degree of accuracy and minimal rework in tasks performed.
  • Ability to manage several tasks simultaneously & sound business sense in prioritizing activities.
  • An aptitude for customer service skills such as taking ownership, sense of urgency, promoting a positive work environment, and dependability especially when providing support.
  • Experience using a Service Desk software preferred.
  • Ability to work in a fast-paced, changing environment.
  • Ability to develop and maintain positive and effective working relationships with a wide range of employees, managers, vendors and professional organizations.
  • Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations.
  • Outstanding customer service and interpersonal skills.
  • Ability to work both independently as well as part of a team environment. 
  • Ability to communicate clearly with technical and non-technical audiences, both verbally and written.
  • Ability to maintain composure under pressure.
  • Ability to keep information confidential.

MENTAL/PHYSICAL REQUIREMENTS AND 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.

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

While performing the duties of this job, the employee is continuously (67% or more) required to: use fingers and hands, communicate, and have close visual acuity. Employee is frequently (34-66%) required to: ascend/descend stairs, position self to access lower items, and move about the office. The employee may occasionally (less than 33%) be required to: 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: Medium work. Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Work environment: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level. Must be capable of up to 10% travel (e.g. 2 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 the ability to drive and have proper licensing.

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 collective bargaining unit agreement will apply.


About our Company: We are a customer focused, growth-oriented utility company that is devoted to our communities. We have a mission to improve life with energy and a vision to be the energy partner of choice. Our diverse culture sparks unique perspectives, opening doors to new ideas and possibilities. Based in Rapid City, South Dakota, we have over 2900 employees and serve 1.2 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, military leave differential pay, paid holidays and annual floating holidays, company paid short term and long term disability, paid maternity and paternity benefits, 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.

EOE, Including disability/vets.

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