Desktop support technician
Portland General Electric
Location
Oregon, OH | United States
Job description
Full job description
At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.
Staff Desktop Support Technician
Job Function Summary
Delivers personal technology environment to PGE. Supports the physical and virtual endpoints around the company. Provides hardware support and software installation support, as well as assistance with key supported software applications. Deploys new systems and moves systems as needed. May have responsibility for adherence to compliance program for critical infrastructure, and creation of documentation suitable for audit.
Key Job Information
Intermediate: Requires expanded professional-level knowledge and experience in own area; incumbents continue to acquire higher-level knowledge and skills.
Expands on high-level knowledge of the company, processes, and customers.
Solves a range of more complex problems.
Analyzes possible solutions using advanced knowledge and applying protocols.
Operates independently and receives only a moderate level of guidance and direction.
Key Responsibilities
- Incident Management (USUP) Following agreed procedures, identifies, registers, and categorizes incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.
- Applications Support (ASUP) Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.
- IT Operations (ITOP) Carries out agreed operational procedures, including network configuration, installation, and maintenance. Uses network management tools to collect and report on network load and performance statistics. Contributes to the implementation of maintenance and installation work. Uses standard procedures and tools to carry out defined system backups, restoring data where necessary. Identifies operational problems and contributes to their resolution.
- Systems Installation/Decommissioning (HSIN) Installs or removes hardware and/or software, using supplied installation instructions and tools, including, where appropriate, handover to the client. Conducts tests, corrects malfunctions and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Aids users in a professional manner, following agreed procedures for further help or escalation. Maintains accurate records of user requests, contact details and outcomes. Contributes to the development of installation procedures and standards.
- System Software (SYSP) Uses system management software and tools to collect agreed performance statistics. Carries out agreed system software maintenance tasks.
- Information Management (IRMG) Drafts and maintains the procedures for compliance with relevant legislation. Assists in the maintenance of an inventory of information assets that are subject to relevant legislation. Collects information in support of submittal of compliance documentation to the relevant regulatory authorities.
- Conformance Review (CORE) Collects and collates evidence as part of a formally conducted and planned review of activities, processes, products or services. Examines records as part of specified testing strategies for evidence of compliance with management directives or the identification of abnormal occurrences.
- Service Level Management (SLMO) Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
- Testing (TEST) Reviews requirements and specifications and defines test conditions. Designs test cases and test scripts under own direction, mapping back to predetermined criteria, and records and reports outcomes. Analyzes and reports test activities and results. Identifies and reports issues and risks associated with own work.
Education/Experience/Certifications
- Requires and Associate Degree in computer science or other related field.
- Two or more years of progressive IT operations experience working with IT personal technologies, preferably in an enterprise environment.
- Two or more years’ high-level experience with computer equipment and software.
- Requires a valid driver’s license with a history of safe driving practices.
Competencies (Knowledge, Skills, Abilities)
Functional Competencies
- Intermediate knowledge of personal computer hardware and software.
- Intermediate knowledge of automated desktop management.
- Working knowledge of ITIL or other service operations framework.
- Intermediate knowledge and experience working with operating systems.
- Intermediate knowledge of configurating systems or application system development, relational databases, and coding principles.
- Intermediate skills in analysis and problem solving.
- Working skills in enterprise/business awareness.
- Basic knowledge of utility system.
General Competencies
- Intermediate customer focus skills.
- Intermediate accuracy skills.
- Intermediate risk management skills.
- Intermediate written and oral communication skills.
- Intermediate organization and prioritization skills.
Physical and Cognitive Demands
Cognitive Level Intermediate: Consistent use of relevant principles to solve practical problems and to deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to adhere to set response times, deadlines, and time-sensitive tasks.
- Ability to follow accuracy standards.
- Ability to follow through on decision-making tasks.
- Ability to interact effectively and collaboratively within a team environment.
- Ability to communicate and problem solve when under stress.
- Ability to respond and adapt to frequent change.
- Ability to accept and demonstrate self-awareness when provided constructive feedback.
- Ability to discern feedback and acknowledge ownership of areas of improvement.
- Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks.
- Ability to successfully collaborate with peers, managers and others within the organization.
- Demonstrates sound memory.
- Ability to process new information to be applied consistently to work tasks.
Schedule/Attendance
- Ability to adhere to pre-established schedule, including start/stop time and break/lunch schedule.
- Ability to work long hours.
- Ability to work a variable schedule.
- Ability to report to work and perform work during periods of severe inclement weather.
- Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance.
- Ability to work shift schedule.
- Ability to work on-call schedule.
Physical Capabilities
- Driving/travel/commute: Daily within service territory. Frequently (at least once a week or more)
- Overnight inside/outside the service territory: Occasionally (one to two times a month or less)
- Computer use (use computer regularly for entire work shift)
- Lifting/pushing/pulling (check appropriate weight):
Environment - Indoor/Outdoor
#LI-CU1
Compensation Range:
$72,900.00 - $121,500.00
In addition, this position is eligible for a performance-based incentive bonus. Actual total compensation is commensurate with experience, skills, and education
PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click
here
.
Join us today and power your potential!
Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.
PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.
PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Talent Acquisition Specialist (Recruiter) associated with the job posting. You may also make this request by contacting
[email protected]
or by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process. Our Diversity, Equity & Inclusion (DEI) team is also available for support. You can contact them at
[email protected]
.
To be considered for this position, please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.
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