Service Desk Technician Johnson City, TX, US, 78636 PHYSICAL OFFICE LOCATION: 1506 US-281, Johnson City, TX 78636 Minimum Starting Base Pay + KPI Bonuses + Competitive Benefits Qualifications may warrant greater starting base pay within the full pay range. Individual base pay is determined by experience, job-related skills, and relevant education or training. Position Summary This position is responsible for providing computer set up, computer system support, resolving computer related problems and providing outstanding customer service. Essential Duties & Responsibilities
Research, diagnose and resolve problems through real-time discussions/chat with end users
Create, update, and maintain daily records ticketing system
Provide recommendations for the purchase of new equipment to meet needs
Provide technical support for all applications, tools, and utilities
Perform routine duties including set-up, maintenance and repair of computer hardware and peripherals
Install, upgrade, configure and provide support for desktop hardware, software, network devices, wiring, audio/visual equipment, and peripherals
Determine and make recommendations regarding timeline to replace or dispose of hardware
Update, repair and reassemble computers (laptops and PC) using appropriate tools
Uninstall, reinstall, and adjust setting on software
Test computers after updates, new installs, or repairs to ensure everything is working properly
Create scrips and execute programs to manage software
Assign/unassign user licenses to ensure compliance
Evaluate software products and make recommendations
Participate in an on-call rotation for evenings and weekends
Provide audio visual support for coworkers
Assign, train and assist users with two factor authentication
Understand and demonstrate how technology is used in different setting – office, field, training, engineering, communications
Assist user with O365 applications and profiles
Assist users to ensure no data is lost when replacing computers
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Work closely with Applications, Developers, System and Network operations staff to escalate issues to the correct group
Assist user with remote work locations
Provide end user training on new hardware and software
Travel to district offices to assist users, deliver and set-up equipment and stock Tech Hubs
Provide mobile device support for iPhone and Android
Provide audio visual support for Solstice Pods and any new technology installed
Comply with company policies related to PEC vehicles
Maintain the security of confidential information
Stay abreast of advances in technology
Demonstrate regular and prompt attendance
Performs other related duties as necessary or assigned
Supervisory and/or Leadership Responsibilities None Knowledge, Skills & Abilities
Knowledge of principles and processes for providing excellent customer service
Knowledge of information systems, products, and services
Skilled in time management
Skilled in multitasking, prioritizing, and changing priorities
Skilled identifying, analyzing, and resolving problems
Ability to communicate effectively, verbally and in writing
Ability to listen and to understand information verbally and in writing
Willingness to ask questions or ask for assistance as needed
. Minimum Qualifications - (Education, Experience)
High School Diploma or equivalent
Three years of experience in computer setup, troubleshooting and customer service
Physical Demands and Work Environment The 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 qualified individuals with disabilities to perform the essential functions.
The employee may be required to stand; reach with hands and arms, stoop and kneel
The employee may be required to sit or stand for long periods of time
The employee may be required to walk for extended periods of time or distance
The employee may be required to lift, carry, push, pull or move up to 250 pounds
The employee must be available for on-call coverage
This position may be required to work more than 40 hours per week
This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.
Position Open Until Filled
Pedernales Electric Cooperative is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, protected Veteran status, age, or any other characteristic protected by law.
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