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Job Description

Position Title: Support Center Representative I or II

OPEN UNTIL FILLED

Department/Location: Information Technology / Bismarck, ND

Company: Basin Electric Power Cooperative

Position Purpose:

This position is responsible for providing front-line technical support of Information Technology (IT) related items via quality technical support of employees, vendors, and member cooperatives. The incumbent employs a high degree of customer service, technical experience, and operational efficiency to enable customers to accomplish business tasks in a timely manner. This position is identified as a Critical Infrastructure Protection (CIP) related position, which may allow physical and/or logical access to Bulk Electric System (BES) cyber related assets or systems.

Essential Functions:

• Research and resolve technical and non-technical questions related to technology utilized by Basin employees and members, responding in a timely manner and in accordance with standards.

• Document all support requests and other user interactions into a ticket tracking system and ensure unresolved tickets are escalated appropriately.

• Contribute to and maintain a knowledge base of relevant product offerings and support policies to provide technically accurate solutions to customers.

• Utilize automatic scheduling software to monitor and maintain efficient operations of computing systems and system backups; interpret system messages to initiate appropriate actions based on established guidelines and procedures.

• Adhere to strict security guidelines as they relate to Support Center procedures regarding verification of user identity and overall cybersecurity defense against internal or external threats.

• Assist in special product related projects and support responsibilities as needed.

Qualifications :

Support Center Representative I:

• Two-year degree in Computer Science or a related discipline; or

• High school diploma or equivalent (GED or HSED) and one year of customer service experience.

• A broad working knowledge of computer hardware, software, operating systems, and infrastructure.

Support Center Representative II:

• Two-year degree in Computer Science or a related discipline and one year of computer technical support covering hardware and software, in computer systems and/or support in a Microsoft Windows 10 (or later) environment; or

• High school diploma or equivalent (GED or HSED) and three years of computer technical support experience.

• Microsoft Office Specialist (MOS), CompTIA A+, or HDI Support Center Analyst certification is preferred.

Other requirements:

• Resume required.

• The above statements are intended to describe the general nature and level of work being performed in this job. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for personnel in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. Prompt and regular attendance is a requirement for this position.

Typical Physical/Mental/Environmental Demands:

This position requires the ability to remain in a stationary position and to move about the office building, occasional reaching below and above shoulder level, constant use of keyboard/computer and other office productivity machinery, bending, kneeling, lifting/carrying up to 10 pounds, and pushing/pulling up to 20 pounds. It also requires finger dexterity and hand coordination. This position requires the ability to communicate and must be able to clearly exchange accurate information. It also requires the ability to develop plans, procedures, and goals; present information to others; and work under stress to complete projects within deadlines. This position occasionally works in conditions of dirt and dust, fumes, chemicals, extreme heat and cold, vibration, and noise. This position is required to be on-call on a rotational basis and may be required to work alternate shifts, as needed.

Applicants interested in this opening should go to https: //www.basinelectric.com to apply.

Employees must apply through Inside Basin, by clicking on a position and signing into the Infor Application.

Basin Electric is an Equal Employment Opportunity Employer regarding race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and veterans status.

Position Support Center Representative I or II

Category Information Technology

Employment Type Full-Time

Location US:ND:BISMARCK

Req ID 1887