Help Desk Specialist II

OTP High Tech Center
Fergus Falls, MN 56537, USA

Help Desk Specialist II

Location:

Fergus Falls, MN (Fully on-site)

Salary grade 7

At Otter Tail Power Company, our employees help us support the communities we serve by delivering reliable technology solutions and exceptional service. We are seeking a Help Desk Specialist II who is passionate about technology, problem-solving, and helping others succeed.

In this role, you will deploy, maintain, and support essential components of the company’s information technology infrastructure. You will work with desktop and notebook computers, mobile devices and applications, operating systems, software, printers, copiers, cameras, and other peripheral equipment. You will also collaborate with employees and IT team members to analyze and resolve technology issues, maintain system security and integrity, and deliver timely, accurate technical support.

This position will report to the Supervisor, End User Support.

Key Responsibilities

• Evaluate, select, configure, integrate, test, and deploy desktop and notebook computers, mobile devices, operating systems, applications, printers, cameras, and other technology equipment.
• Analyze and resolve complex hardware, software, configuration, connectivity, and performance issues affecting workstations, notebooks, and mobile devices.
• Provide responsive technical support to employees and serve as a primary point of contact for technology issues, equipment setup, maintenance, documentation, and training.
• Create, assign, manage, complete, and close support tickets while resolving internal customer issues accurately and within established service-level expectations.
• Create and maintain customer self-service solutions that help employees resolve common technology issues efficiently.
• Build and maintain operating system templates used to configure desktop and notebook hardware.
• Perform hardware and software upgrades to improve system reliability, performance, functionality, and continued vendor support.
• Research, test, and apply application patches and operating system security updates to address functionality concerns and reduce cybersecurity risks.
• Monitor and investigate endpoint vulnerabilities and perform vulnerability patching on company devices.
• Configure security controls for workstations, notebooks, and mobile devices, including access levels, antivirus protection, virtual private networking, software firewalls, and device backups.
• Maintain accurate and thorough documentation related to system design, hardware, software, configurations, administrative processes, system changes, recovery, and audit compliance.
• Administer software licensing and support ongoing license compliance.
• Maintain hardware and software asset records and track technology inventory throughout its lifecycle, from procurement through disposal.
• Manage vendor relationships and related service and maintenance agreements.
• Maintain compliance with applicable IT security policies and established technology standards.
• Travel to other company locations to install computer hardware or resolve technical issues that cannot be corrected remotely.
• Provide coverage for the Help Desk Specialist I as needed to support business operations.
• Stay current on technology trends and participate in daily or weekly meetings as requested.
• Work outside normal business hours when necessary to complete upgrades, implement system changes, or resolve critical technology issues.

Qualifications

We are looking for a knowledgeable and service-oriented technology professional who enjoys solving problems, supporting customers, and working collaboratively. Successful candidates will have:

• A bachelor’s or associate degree with an emphasis in Information Technology.
• Effective interpersonal and…