IT Support Specialist

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General Purpose of Job

This position provides technical assistance to end-users in supporting personal computers and other related computer hardware and peripheral devices; software installation; diagnosing hardware and software problems; assisting with the use of internal and external computer systems.

Minimum Required Qualifications and Competencies

The following includes the minimum job requirements and essential duties for this position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. Some job requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Education

• Minimum: High School diploma or GED.

Experience

• Minimum: Two (2) years of responsible experience installing, supporting, and troubleshooting PC hardware, software, and networks; and peripheral equipment.
• Preferred: Experience within an electric utility or related industry.

Other Requirements

• Ability to work irregular hours for assignment completion and flexibility to change scheduling and report to work on short notice during emergency situations.
• A valid Florida driver’s license for regular driving privileges of a company vehicle; must have and maintain an acceptable driving record as determined by SECO Energy.
• Frequent business travel to all areas of service territory required.
• Normal work hours shall be eight (8) hours between 7:00 am and 6:00 pm, Monday through Friday.
• Successful completion of pre-employment background check, physical and drug screen.

Personal Protective Equipment: Required

Living Requirement:

• Employees in this position must live within one (1) hour from the assigned reporting location

Driving Requirements

• Valid Florida Driver's License

Core Competencies

• Safety: Follows safety procedures diligently, identifies potential hazards, and takes appropriate action to maintain a safe working environment.
• Member Commitment: Provides exceptional service to members, actively listening to their needs and ensuring their satisfaction.
• Honesty & Integrity: Acts with honesty and integrity in all tasks, maintaining transparency and ethical standards.
• Work Ethic: Demonstrates a strong work ethic by consistently meeting deadlines and achieving high performance in all tasks.
• Inclusive Culture: Contributes to an inclusive culture by respecting and valuing diverse perspectives and collaborating effectively with all team members.
• Accountability: Takes responsibility for their actions and decisions, ensuring they meet commitments and deliver high-quality work.
• Teamwork: Works collaboratively with team members, sharing information and supporting collective goals.

Job Specific Competencies

• Technical Proficiency & Problem Solving: Demonstrates proficiency in using personal computers, mobile devices and peripheral equipment. Has a solid understanding of Microsoft Windows operating systems and MS 365 applications. Experienced in identifying and removing viruses and malware, as well as providing remote desktop support. Skilled in configuring, deploying and maintaining Windows print services and enterprise software. Quickly learns and applies knowledge of proprietary systems and customer information platforms.
• Customer service & Communication: Exhibits a strong customer service orientation with excellent interpersonal and communication skills, including written, verbal, and active listening abilities. Effectively engages with employees, management, vendors, consultants, and other stakeholders. Able to analyze and interpret job-related business publications and technical manuals. Proficiency in English is required, and Spanish language skills are considered an asset.
• Confidentiality, Time Management, and Adaptability: Demonstrates the ability to handle confidential information with discretion, while effectively managing multiple tasks, shifting priorities, and time-sensitive responsibilities in a calm and composed manner.

Verification

The above qualifications and competencies for this position may be verified through a combination of education, experience, interview questions and technical skills exercise(s).

Essential Duties and Responsibilities

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the cooperative.

Device and Software Setup & Maintenance:

• Set up, configure, and maintain PC workstations, mobile devices, and associated software.
• Install and support operating systems (primarily Windows), Microsoft 365 applications, internet browsers, and print services.

Technical Support and End-User Assistance:

• Provide technical support, guidance, and training to end users across all locations, including support for both PC and telephone systems.
• Troubleshoot, identify, and resolve hardware, software, and system issues using the company’s ticketing system in a timely and efficient manner.

Documentation and Knowledge Management:

• Maintain accurate documentation and provide instructional materials for end users on new devices, systems, or applications.
• Contribute to the IT Support internal knowledge base by adding and updating relevant information and solutions.

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met by or those an employee encounters to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to walk; stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

This position has general office environment with frequent local business travel between SECO Energy’s offices. While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.