Ent Help Desk Technician

Provides first-level support for personal computer equipment, operating system software, and company-standard desktop applications for MDU Resources and its family of companies. Builds trusted relationships with customers through support and education of available programs and services. Provides extraordinary customer support and service while consistently meeting Enterprise Service Desk productivity and quality standards. Independently manage incoming calls, chats, and self-service requests. Responsible for placing safety as #1 priority in day-to-day work routine for self and others.

• A working knowledge of information technology concepts at a level normally acquired through the completion of three years of combined industry recognized in-depth technical education, and experience related to the position.

• Must take all measures necessary to protect networks, devices, programs and data from cyber-attack, damage or unauthorized access.
• Must be legally authorized to work in the United States, no sponsor ships considered.
• Required to maintain a valid driver’s license.
• Subject to pre-employment drug testing and background checks.
• Must be available to respond to emergency calls after-hours and on weekends on a rotational weekly basis.

• Industry-recognized technical certifications E.G., CompTIA A+ and Microsoft Certified Desktop Support Technician (MCDST) certification.

• Tend to the Help Desk according to established schedules including overtime hours as required and time periods that extend beyond the normal business hours of 6:00 AM - 7:00 PM, Monday through Friday.
• Diagnose, research, and resolve problems associated with company standard personal computer hardware and software for the employees of MDU Resources, including its divisions and subsidiaries.
• Escalates issues as needed and works with Level 2 support to provide a resolution while maintaining call ownership to ensure incidents have been addressed.
• Provides comprehensive verbal or written communications to resolve problems within established policies and procedures.
• Document all incidents and resolutions on assigned issues for future reference.
• Performs other tasks and special projects as assigned.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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