POSITION SUMMARY

Assigned to the Technology Support Services work center, the Technology Support Specialist helps information system users overcome the challenges associated with using technology to perform work activities. The high-level objective of this position is to continually improve the technology related knowledge, skills, and abilities of FEC workforce. Will also assist with the routine activities of the Technology Support Services team and have a focus on the configuration, maintenance, and support of various line of business applications.

REASONABLE ACCOMMODATIONS STATEMENT

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

1. Serve as the technology support liaison to business units. This is the core function of the position and includes all efforts associated with developing and maintaining a technologically competent workforce. Includes, but not limited to the following tasks:  
   1. Continually assess the support needs of technology users and develop strategies to address those needs.
   2. Facilitate technology training sessions either in a group setting or one on one basis.
   3. Maintain advanced proficiency and knowledge of the technology deployed in the enterprise that presents the greatest challenge to the users.
   4. Develop and maintain job aids. 
   5. Provide over the shoulder support and coaching where necessary to boost confidence with technology.
   6. Identify solutions to work around known issues.
   7. Disseminate information and technology use tips.
   8. Maintain a broad knowledge of technology capabilities.
2. Use standard operating procedures to assist with routine technology support activities including but not limited to the following: 
   1. Hardware and software inventory management.
   2. Maintenance, administration, daily monitoring, and troubleshooting of information systems and server infrastructure.
   3. Advanced phone system configuration and maintenance, such as PBX configuration, provisioning telephones on the IP network and maintaining cordless headsets.
   4. Granting access to information and information system functionality.
   5. Proactive analysis such as reviewing system logs for events that might degrade system performance.
   6. Coordinate/deploy information system upgrades.
   7. Transfer of knowledge and associated documentation to appropriate parties.
   8. Document, and track, case histories, issues, and actionable steps taken to resolve issues.
   9. Create and improve documentation of support procedures along with the maintenance of Technology Configuration Datasheets.
   10. Assist in the set-up and support of new and existing information systems.
   11. Execute and verify the completion of backup and recovery routines.
3. When possible, perform tasks with minimal disruption to the daily needs of FEC.
4. Serve as a member of the IT On-call team.
5. Always assist members/vendors/employees and the general public in a courteous and professional manner ensuring their continued satisfaction with FEC. Work in harmony and show respect to all fellow employees in order to promote an effective and pleasant working environment.
6. Maintain ongoing communication with supervisor regarding situations requiring immediate attention, problems/concerns, questions, etc.
7. In pursuit of zero workplace incidents, promote and maintain a positive safety culture while adhering to all applicable policies outlined in the Safety Manual. Report all incidents and potential safety hazards in a timely manner to supervisor or Safety Coordinator.
8. Become familiar with and keep current with FEC objectives and applicable policies.  
9. Perform other duties as assigned by management applying the same skill and enthusiasm as with regularly assigned responsibilities.

MINIMUM POSITION QUALIFICATIONS

Education: Bachelor’s degree in computer science or related field of study preferred.  

Job Related Experience: 1 to 4 years of related experience required.

Supervision: No Experience Supervising Required.

Computer Skills:

Hands-on experience with:

1. Secure network switching and routing, cabling, and network management
2. Microsoft Active Directory
3. Microsoft OS and server technologies
4. Server virtualization technology
5. Storage Area Networks
6. Remote Desktop Services and Virtual Desktop Infrastructure
7. Firewalls, routers switches and gateway devices
8. Multi-line phone systems

Detailed knowledge of:

1. TCP/IP networking including IP Classes, subnets, multicast, NAT
2. Backup and disaster recovery methodologies
3. Patch management processes
4. Wireless protocols and services
5. Must have the ability to provide well written technical procedures, user guides and internal communications
6. Ability to establish and maintain effective working relationships with co-workers, supervisors, vendors, and users required

Certificates & Licenses: CompTIA Network+ and CompTIA A+ certification preferred.

Other Qualifications:

• Able to work 40 hours per week with additional time as needed.
• Present a professional appearance at all times.
• Valid Montana Driver’s License and be insurable to drive FEC vehicles.
• Be a team player with effective verbal and written skills.
• Able to travel occasionally out-of-area and/or overnight.
• Assume responsibility without direct supervision, display initiative and exercise good judgment.
• Legible handwriting.
• Be organized, accurate and exercise strong attention to detail.
• Possess proven ability to maintain confidentiality.
• Able to establish and maintain working relationships with a variety of individuals, some of whom have opposing points of view.
• Exhibit excellent member relations and customer service skills.
• Read and understand technical information and communicate that information to coworkers to ensure comprehension. 
• Able to effectively prioritize tasks in a high-pressure environment.
• Able to respond to maintenance issues or other needs at any time, including nights and weekends.

PHYSICAL DEMANDS (Based on an 8 hour work day)

Stand                             F (Frequently) 
Walk                              F (Frequently) 
Sit                                  F (Frequently) 
Handling / Grasping      F (Frequently)
Reach Outward              F (Frequently) 
Keyboarding?                  F (Frequently)? 
Speaking?                        F (Frequently)? 
Vision?                             F (Frequently)? 
Hearing?                          F (Frequently)? 
Reach Above Shoulder   R (Rarely) 
Foot or Leg Controls?     N (Not Applicable)? 
Climb                             N (Not Applicable)
Crawl                              R (Rarely)
Squat or Kneel               R (Rarely)
Bend                              R (Rarely)
Drive                              R (Rarely)

Lift/Carry

10 lbs. or less                O (Occasionally) 
11-25 lbs.                      R (Rarely) 
26-50 lbs.                      R (Rarely)
51-100 lbs.                    N (Not Applicable) 
Over 100 lbs.                 N (Not Applicable) 
 
Push/Pull 

10 lbs. or less                R (Rarely)
11-25 lbs.                      N (Not Applicable) 
26-50 lbs.                      N (Not Applicable) 
51-100 lbs.                    N (Not Applicable)

N (Not Applicable)       Activity is not applicable to this position

R (Rarely)                      Position requires this activity up to 5% of the time (0 - 2 hrs./day)

O (Occasionally)           Position requires this activity up to 6% - 33% of the time (2 - 4 hrs./day)

F (Frequently)               Position requires this activity from 34% - 66% of the time (4 - 6 hrs./day)

C (Constantly)               Position requires this activity more than 66% of the time (8+ hrs./day)

WORK ENVIRONMENT

Will be working mostly indoors but will occasionally be required to participate in activities outdoors in all types of weather and terrain. 

About Flathead Electric Cooperative

Connections working at Flathead Electric Cooperative