Service Desk Specialist - Limited

Closing Date to Apply: December 31st, 2025

Wage: $29.67 - $35.46 hourly.

Shift: Days Tuesday-Friday 6am-4:30pm

Number of positions: 1

Note: This is a limited assignment set to end on or before 06.01.2027

Benefits: This link below will provide you with Grant PUD’s benefit that may be available if hired. Different employee types are eligible for different benefits.

Grant PUD — Unified Insurance Program (uip-wa.org)

A pre-employment background check will be administered as part of the hiring process.

Position Summary

This position provides first level Information Technology (IT) support and help desk services. This position interacts with the utility's computer users to help them effectively use Grant PUD's computing environment. The position participates in the support of the end user computing environment by assisting in procuring, implementing and supporting hardware and software deemed necessary for utility operations.

The position is responsible for incident resolution and implementation of standard IT requests reported to the Grant PUD's Service Desk, and proactive maintenance of the end user computing environment. Responsibilities include initial assessment, triage, research, and resolution of incidents, and fulfillment of new requests for application software products and/or infrastructure usage and access. The Service Desk Specialist is responsible for collecting detailed information about the incident or new request through a conversation with the customer, then utilizing support tools, personal expertise , and fellow team members experience to expediently fulfill the request.

The Service Desk Specialist escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team according to defined escalation procedures.

Job Responsibilities

Support initiatives that support the mission, goals, and objectives of Grant PUD's Strategic Plan. Performs work in alignment with identified Key Performance Metrics (KPls).

Perform logging of customer calls/emails to the Service Desk into the trouble ticket application and remediate those trouble tickets.

Perform user account provisioning and maintenance, file server security settings, email distribution group changes, SharePoint support, and password resets.

Resolve problems by using the problem resolution database, team and vendor knowledge, and other electronic documentation such as the IT Software Catalog and IT Knowledgebase.

Reassign issues not resolved to tier 2 and 3 support teams and log the change of assignment.

Responsible for maintaining communication with requester and identified key stakeholders through the life of the incident.

Support users at all utility locations (Ephrata, Moses Lake, Power Production projects, Grand Coulee, Coulee City, Quincy, Royal City, PEC, Quincy Chute) and other locations as needed.

Assist in procuring, installing and maintaining end user hardware and software deemed necessary for operations.

Expected to follow Service Desk policies, procedures, and services.

Become familiar with each team in the IT Department and the capabilities of the individuals and their roles in escalation scenarios.

Process security group membership modification requests from users in accordance with policies, standards and practices.

Provide support on the utility's productivity suite of applications, such as Microsoft Office, SharePoint, Visio, and MS Project.

Other aligned duties as assigned by IT management.

Demonstrated commitment to Grant PUD's mission, vision, values, and strategic plans. The incumbent should be familiar with these organizational priorities and behave in a way that aligns with these expectations.

Understand and adhere to compliance requirements for this position that may include laws, regulations, security guidelines, Grant PUD policies & procedures.

Actively participate in all aspects of our safety program, including but not limited to:

• Following all safety policies and procedures;
• Alerting supervisors and coworkers to unsafe or hazardous working conditions;
• Reporting any safety incidents or close calls within 24 hours to your supervisor;
• Accepting feedback from supervisors and coworkers regarding your own safety…