Technical Support Specialist

Technical Support Specialist

Lake Saint Louis, MO or Mandan, ND

NISC develops and implements enterprise-level and customer-facing software solutions for over 1,200+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are member-focused, quality-driven and valued-priced. We exist to serve our members and help them serve their communities through our innovative software products, services and outstanding customer support. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld's Best Places to Work for 23 years, and we are looking for qualified individuals to join our team.

Position Overview

Join NISC's Member Success Technical Support team and begin building a rewarding career in technology. In this entry-level role, you'll provide technical support to members/customers while gaining hands-on experience with server administration, desktop systems, networking, and business applications. You'll help troubleshoot technical issues, deliver exceptional customer service, and develop foundational skills across Linux, Windows Server, TCP/IP, and related technologies.

This position is ideal for individuals who are curious, adaptable, and eager to learn. Whether you're launching your career with a technology-related degree or leveraging relevant experience, you'll have opportunities to expand your technical knowledge, strengthen your problem-solving abilities, and make a meaningful impact for the members and customers we serve.

Work Schedule

Hybrid (after an initial training period) from one of these office locations:

• Lake Saint Louis, MO
• Mandan, ND

Hybrid Schedule (after an initial training period): Minimum of working 3 days per week in the office and ability to work up to all 5 days a week in the office, as needed

Required Days from an Office Location: Tuesday and Wednesday - the third required day will be up to the candidate and their supervisor to choose

After-Hours Rotation: Participation in a shared after-hours call rotation

Essential Duties

• Provide member/customer support through ACD, change requests, and ongoing issue resolution.
• Assist with the support, maintenance, and troubleshooting of Linux, Windows Server/Desktop, and Mac environments, including hardware, networking, and system connectivity.
• Support the iVUE ecosystem by assisting with environment configurations, upgrades, licensing, SaaS solutions, Single Sign-On, Screen Pop, and related modules.
• Perform routine system administration tasks, including service monitoring, user account maintenance, and connectivity support.
• Monitor system health, availability, and performance using established tools and procedures.
• Research, diagnose, and resolve technical issues while providing timely support and guidance to members/customers.
• Document solutions, procedures, and support activities to maintain knowledge resources and promote operational consistency.
• Utilize generative AI tools and technologies to improve productivity, problem-solving, and operational efficiency within the scope of the role.
• Participate in training and professional development activities to build technical knowledge and job proficiency.
• Other duties as assigned.
• Commitment to NISC's Statement of Shared Values.

Knowledge, Skills & Abilities Preferred

• Basic knowledge of computer systems, operating systems, networking concepts, and technical support practices.
• Basic knowledge of Linux, Windows, and Mac operating environments.
• Basic understanding of business software applications and cloud-based technologies.
• Basic understanding of project management concepts and processes.
• Analytical, troubleshooting, and problem-solving skills with attention to detail.
• Effective verbal and written communication skills and the ability to provide exceptional customer service.
• Ability to learn new technologies, processes, and applications in a fast-paced environment.
• Ability to organize and prioritize work, manage multiple tasks, and adapt to changing priorities.
• Ability to build positive working relationships with members/customers and coworkers.
• Demonstrated professionalism, initiative, accountability, and a willingness to learn.
• Ability to travel as necessary to meet the goals and objectives of the position.

Education Preferred

Bachelor's degree in Information Technology, or another related technical field or equivalent experience.

Other Certifications Preferred

Industry-recognized technical certifications such as CompTIA A+, Network+, Linux+, Microsoft Fundamentals, Google IT Support, or equivalent credentials.

Minimum Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.

Disclaimer

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.