Help Desk Specialist II

OTP High Tech Center Fergus Falls, MN 56537, USA Description Help Desk Specialist II Location: Fergus Falls, MN (Fully on-site) Salary grade 7 At Otter Tail Power Company, our employees help us support the communities we serve by delivering reliable technology solutions and exceptional service. We are seeking a Help Desk Specialist II who is passionate about technology, problem-solving, and helping others succeed. In this role, you will deploy, maintain, and support essential components of the company’s information technology infrastructure. You will work with desktop and notebook computers, mobile devices and applications, operating systems, software, printers, copiers, cameras, and other peripheral equipment. You will also collaborate with employees and IT team members to analyze and resolve technology issues, maintain system security and integrity, and deliver timely, accurate technical support. This position will report to the Supervisor, End User Support. Key Responsibilities Evaluate, select, configure, integrate, test, and deploy desktop and notebook computers, mobile devices, operating systems, applications, printers, cameras, and other technology equipment. Analyze and resolve complex hardware, software, configuration, connectivity, and performance issues affecting workstations, notebooks, and mobile devices. Provide responsive technical support to employees and serve as a primary point of contact for technology issues, equipment setup, maintenance, documentation, and training. Create, assign, manage, complete, and close support tickets while resolving internal customer issues accurately and within established service-level expectations. Create and maintain customer self-service solutions that help employees resolve common technology issues efficiently. Build and maintain operating system templates used to configure desktop and notebook hardware. Perform hardware and software upgrades to improve system reliability, performance, functionality, and continued vendor support. Research, test, and apply application patches and operating system security updates to address functionality concerns and reduce cybersecurity risks. Monitor and investigate endpoint vulnerabilities and perform vulnerability patching on company devices. Configure security controls for workstations, notebooks, and mobile devices, including access levels, antivirus protection, virtual private networking, software firewalls, and device backups. Maintain accurate and thorough documentation related to system design, hardware, software, configurations, administrative processes, system changes, recovery, and audit compliance. Administer software licensing and support ongoing license compliance. Maintain hardware and software asset records and track technology inventory throughout its lifecycle, from procurement through disposal. Manage vendor relationships and related service and maintenance agreements. Maintain compliance with applicable IT security policies and established technology standards. Travel to other company locations to install computer hardware or resolve technical issues that cannot be corrected remotely. Provide coverage for the Help Desk Specialist I as needed to support business operations. Stay current on technology trends and participate in daily or weekly meetings as requested. Work outside normal business hours when necessary to complete upgrades, implement system changes, or resolve critical technology issues. Qualifications We are looking for a knowledgeable and service-oriented technology professional who enjoys solving problems, supporting customers, and working collaboratively. Successful candidates will have: A bachelor’s or associate degree with an emphasis in Information Technology. Effective interpersonal and communication skills with the ability to provide clear, professional support to internal customers. Strong organizational, analytical, diagnostic, and time-management skills. The ability to evaluate complex technology problems, identify appropriate solutions, and follow issues through resolution. The ability to work effectively both independently and as a member of a project team. Two years of experience deploying and supporting computer systems is preferred. The ability to travel to other company locations and work outside normal business hours when business or system needs require it. This is an excellent opportunity for a technology professional who wants to expand their technical expertise while making a direct impact on the employee experience. If you are energized by troubleshooting, continuous learning, cybersecurity, and providing dependable customer support, we encourage you to apply and grow your career with Otter Tail Power Company. What We Offer At Otter Tail Power, you'll be part of a team that powers communities while supporting essential business operations behind the scenes. We offer competitive compensation, comprehensive benefits, opportunities for professional growth, and a collaborative work environment where your contributions make a difference every day. Competitive wage & benefit package. The expected offer for base compensation for this role is $54,000 - $72,000 annually. The actual compensation within the compensation range will vary based on factors relevant to the position. Incentive plans Employee Stock Ownership options Retirement Savings Fund with employer match Health, disability and life insurance plan options Our employees are provided training and development opportunities each year, including education reimbursement. This includes safety - one of our values and key to our success - technical, compliance and developmental training. Career development is critical to our long-term success. Otter Tail Power employees have opportunities to participate in various leadership development programs, gain access to an a la carte online leadership course catalog, receive mentorship from current leaders and more! Mental health support from the experts at SupportLinc as well as competitive vacation and sick leave to ensure employees are at their best when they’re working. This role is not eligible for visa sponsorship at this time. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Otter Tail Power