IT Network Application Support Technician
Position Summary: This position is responsible for installing, troubl eshooting and supporting end user workstations, software, printers and other peripherals for the Br azos Electric Users. This position is the primary p oint of contact for Brazos IT support, taking user phone calls and emai ls, and working to solve the problem or escalating the issue to the appropriate Brazos personnel. Tasks, Duties and Responsibilities: Answers and evaluates incoming telephone, voice mai l, email, Intranet, and in- person requests for assistance from users experienc ing problems with hardware, software, networking, a nd information technologies. Interviews user to collect informatio n about problems and leads user through diagnostic procedures to determine source of error. Conducts problem researc h, resolution, and follow-up for routine user probl ems, and refers more complex problems to senior level support. Log s and tracks work orders using problem management d atabase, and maintains IT support records and a variety of docum entation. Prepares standard statistical reports, su ch as Help Desk incident reports. Assists others in analyzing and e valuating incident reports and makes recommendation s to improve support and reduce incident rate. Works with softwa re/hardware vendors on defective products. Assists with evaluating and testing new software/hardware for end-users. Re builds/reconfigures used and installs new workstati ons, digital devices, software, and peripheral equipment such as printers and scanners. Cleans up, organizes, and d isposes computer equipment and parts. Performs virus removal and upd ates application whitelist. Purchases hardware and software as directed. Performs other duties or special assignme nts as assigned. Knowledge, Skills & Abilities: Expertise in PC hardware and peripherals, Microsoft Desktop oper ating systems & Server operating systems, Local Area Network, Micro soft Office, Virus and Malware prevention, Windows/ DOS Command Line (CLI). Desirable Experience in Power Shell, Lumension/HEAT/Ivanti Security Suite, Microstation, Dell Kace, Barracuda SSLVPN, Windows 10 tablets, Exchang e Server. Strong research skills and diagnostic ski lls in troubleshooting, analyzing and resolving problems. Familiarity with Layer 3 switches. Ability to build and maintain effective work relationships, both internal and ext ernal, and establish credibility with business part ners and other stakeholders. Strong interpersonal skills with abil ity to work well in small groups and one-to-one int eractions. Ability to learn new applications and hardware. Ability to han dle multiple tasks under pressure. Brazos Electric Employee Competencies: Must be member-focused; possesses communication and technical skills; is innovative; demonstrates teamwork and flexibility; is focused on continuous improvement; demonstrates values for effective individual performance. Education and Experience Requirements: This position requires an AA degree in Information Technology, Computer Science or related discipline. A minimum of six (6 ) months of experience in computer maintenance. Physical and Environmental Requirements: Requires working inside in a controlled environment and occasionally outside in varying weather conditions. Requires sit ting for extended periods of time. Requires working overtime and traveling at times with short notice. Requires hear ing within normal range, hearing aids are permitted . Requires vision within normal range, corrective lens are permitted. Brazos Electric provides competitive pay and excell ent benefits including a 401(k) plan and group insu rance benefits. The job description listed is not intended to describe fully the position’s requirements or essential func tions, which are subject to change.
2 - 5 years
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