Service Desk Technician I

Service Desk Technician I

Location:

Bangor

Reports To:

Corporate IT Manager

Position Status:
Non-Exempt, Non-Bargaining Unit

Be a part of the team that is transforming the power industry of northern and eastern Maine.

Versant Power is building on our 100-year history of delivering efficient, safe and reliable electricity service to customers in northern and eastern Maine. We never lose sight of safety, quality, integrity and innovation.

We are committed to our dedicated people, who inspire us every day to deliver something more powerful than power alone.

Position Overview:

Versant Power is looking for an IT Service Desk Technician to join our growing team. This position works with clients to evaluate and solve advanced technical issues, installs new software, evaluates and installs patches, and resolves software and hardware related problems typically associated in an end-user environment, including but not limited to PC's, desktops, laptops, tablets and printers.

Job Responsibilities:

• Manage Help Desk tickets in a timely manner.
• Respond to customer issues via phone, email and computer chat.
• Provide customer assistance.
• Document customer interactions.
• Run diagnostics to resolve customer reported issues.
• Escalate issues to the next Tier with next level of difficulty

Additional Responsibilities:

Performs other related duties as assigned, including designated duties associated with System Restoration, (SEOP) System Emergency Operations Plan.

Qualifications:

• 1+ years of supporting Microsoft desktop operating systems and Microsoft Office preferred
• 1+ years of supporting users/computers in Microsoft Active Directory preferred
• 1+ year of Service Desk, IT Call Center or IT Help desk experience preferred
• Experience supporting users in Microsoft Office 365
• Able to create and maintain detailed documentation
• Strong personal and team communication skills
• College degree in an Information Technology field is preferred

Work Hours:

Usual work hours are 8:00 A.M. to 5:00 P.M., Monday through Friday. Off-hour monitoring of emergencies is anticipated.

Some variation in schedule should be expected, due to customer maintenance windows. This position also requires participation in an IT on-call rotation

Notes:

• Position is primarily sedentary. Some walking, standing and driving required.
• Position requires strong oral and written communication skills.
• Position requires strong interpersonal skills.
• Position requires visual and mental concentration.
• Position can be stressful due to deadlines and multitasking requirements.

Application:

Non-Bargaining Unit, Regular and Term employees who have at least six (6) months satisfactory job performance and attendance records in their current job are eligible to apply for posted positions.

This job description is subject to change at any time.

Versant Power is a tobacco free, drug-free and fragrance-free workplace.

Versant Power is an Equal Opportunity Employer.