Technical Support Analyst I

Job Description

Job Description

Join our Growing Team and see why Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Best Places to Work in Maine 2019, 2020, 2021, 2022 and 2023; and Best Places to Work in Arkansas 2020 and 2023, Oklahoma 2022 and 2023 and Missouri 2023. Summit was also recently named one of Forbes 2023 America’s Best Small Employers.

Summit is a growing natural gas utility providing safe, reliable, and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri, Oklahoma, and Texas. Being part of the Summit team means embracing excellence and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers, and the communities where we live. We aim to bring warmth and energy to everything we do.

We have an exciting opportunity available for a Technical Support Analyst I based in our Fort Smith, AR office OR our Winslow, ME office.

POSITION SUMMARY

Technical Support Analysts, Grade I report to the IT Technical Services Supervisor and are responsible for maintaining and supporting SUI (Summit Utilities Inc.) systems, technical equipment, and practices. Technical responsibilities include Laptop, desktop, iPad, tablet and mobile phone support, software configuration on end-user devices, conferencing, and A/V support, and providing remote support to a large and geographically dispersed end-user community. Grade I Analysts should have a broad and in-depth understanding of desktop operating systems, Apple iOS, end-user hardware, Office 365, Microsoft Teams, printing, and a foundational knowledge of IP networking. Technical Support Analysts are also expected to stay current on developing technologies, trends, and best practices.

PRIMARY DUTIES AND RESPONSIBILITIES

Major responsibilities for Technical Support Analyst I include:

• Desktop/Laptop/iPad/Tablet/Mobile Phone Support and Deployment
  • Hardware support
  • Operating systems support.
  • Troubleshooting/repair and escalation of hardware issues
  • Printing support
  • Meeting / A/V and Conferencing Support (MS Teams, and Zoom devices and software)
  • Imaging and deployment of replacement equipment
• Software implementation support
  • Testing and installation of packaged and in-house developed software on systems
  • Assisting with software rollouts
  • Maintaining and ensuring the use of all Information Security tools
  • Escalation of software issues
• Permissions support
  • Assistance with user account login issues
  • Office 365 and MFA issue troubleshooting
• Adherence to SUI support practices
  • Providing excellent in-person and technical support
  • Following SUI ITIL support practices
  • Maintaining SUI IT inventory practices
  • Developing knowledge base articles.
  • Providing support to IT Engineering Team as required
• Additional Duties
  • Utilizing project management practices for appropriately sized initiatives.
  • Taking ownership of processes and systems where assigned.
  • Developing and facilitating peer and end-user training as needed.
  • Developing and maintaining preventative maintenance procedures where assigned.

EDUCATION AND WORK EXPERIENCE

• Associate degree in Information Technology or a closely related field or equivalent experience.
• 1+ years of related work experience
• Certifications such as A+, MCP, ITIL Foundations highly desirable
• ITIL 4 Foundations certification will be required within 6 months of employment.

KNOWLEDGE, SKILLS, ABILITIES

• Ability to adapt to current technologies and maintain technical skill levels.
• Work in a self-directed manner
• Communicate and engage with other team members regularly.
• Demonstrate problem solving with critical thinking skills.
• Ability to effectively communicate, verbally and in writing.
• Ability to manage conflicting priorities and expectations.
• Ability to manage time and workload efficiently, including planning, organizing, and following through on a variety of tasks, assignments, projects, and reports, while paying close attention to details
• Demonstrate a high customer service imperative.
• Ability to maintain confidentiality.
• Work effectively in a diverse workforce.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.

Summit Utilities, Inc. is 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, age, disability, or protected veteran status and will not be discriminated against on the basis of disability or veteran status.