Website New Hampshire Electric Cooperative, Inc.

IT SERVICE DESK TECHNICIAN

OUR ORGANIZATION:

NHEC is the second largest electric utility in New Hampshire, providing service to consumers and businesses in 115 communities throughout the state.  Serving our members is at the heart of everything we do and every decision we make, and our mission is to provide our members access to affordable, reliable electric service options that support and simplify their lives.  The electric utility industry is currently undergoing enormous change as consumers look for new ways to manage energy costs through distributed energy resources such as solar arrays, battery storage, energy efficiency, and the use of electro-technologies like heat pumps and electric vehicles in place of fossil fuel powered technologies.

These changes present new challenges and opportunities to find ways to meet our members’ evolving expectations and make this an exciting time to work in the electric utility industry. In June 2017, we completed a five-year strategic plan, identifying four areas of strategic focus with actionable goals within those areas.

  • Transformation of our Business Model to prepare for the widespread adoption of distributed energy resources by our members.
  • Adoption of a Voice of the Member platform to help us better understand and meet our member’s needs and expectations.
  • A focus on enhancing our Organizational Effectiveness by transforming NHEC into an organization that is innovative, nimble, and able to respond more rapidly to the changing needs of our members and the way they lead their lives.
  • Ensuring NHEC’s ongoing Financial Stability through development of a revenue model and associated rates and charges that better reflect the way our members will use our distribution system as they increasingly play a role in managing the energy resources that serve them.

To help meet the goals in the strategic plan we identified three key drivers that describe the kind of organization we want to be:

  • Member WOW! Our members are wowed by the service we provide.  Every interaction between a member and NHEC is deeply satisfying because we keep it simple, personalized and seamless so that the member feels their need is completely understood by us and, whenever possible, completely resolved with a philosophy of one and done.
  • Learning Organization. Our employees feel energized and excited by the possibilities and opportunities presented by these industry changes.  They are curious, feel empowered to experiment, work collaboratively, and share their knowledge and experience as they work to solve new problems, meet new challenges, and serve changing member needs.
  • Strategic Partnerships. We develop strategic partnerships that are central to our ability to achieve our vision by giving us capabilities and resources we do not have ourselves.  Our strategic partnerships open up opportunities to deliver value for our members that would have been unavailable on our own.  We clearly convey to our partner our vision of what we believe success looks like, and our partner is open with us about how they will help us achieve that vision and the challenges that will need to be met to get there.

Headquartered in Plymouth, New Hampshire, NHEC currently has 200+ employees.  There is much to be proud of in our existing organization, and a genuine enthusiasm for what the future holds.  It is an environment in which individual leadership and initiative are highly valued and encouraged, and success is viewed as a shared accomplishment to be celebrated by all.  Ensuring our members have the energy they need, the information they want, and a partner they can trust is what makes us different.

THE POSITION:

The IT Service Desk Technician helps NHEC employees work more effectively by providing excellent technical support, advocating for employee needs, and representing IT to employees.

Responsibilities Include:

Customer service

  • Represent the IT department as the friendly, courteous, professional first point of contact with employees.
  • Fulfill customer requests and resolve incidents quickly and correctly.
  • Train employees on effective use of technology.
  • Record all requests and incidents in the ticket system.
  • Seek to understand business needs and opportunities and communicate them to IT.

System administration

  • Install, configure, and maintain office technology equipment including PCs, desk phones, mobile devices, and multifunction devices.
  • Install and configure Windows and business software.
  • Troubleshoot common hardware, software, networking, and performance issues.
  • Manage the badge system including the printing of badges and assigning facility access.
  • Manage Active Directory users, computers, and groups.
  • Purchase and dispose of IT assets in accordance with company policy.
  • Maintain accurate inventory of hardware and software.
  • Share knowledge by contributing to documentation.
  • Participate in IT projects as needed.
  • Other duties as needed.

THE PERSON:

Education and Experience:

Certifications or a two-year degree in a related information technology field is preferred. 1 – 3 years of experience in a customer-focused technical support role is preferred.

Job Knowledge, Abilities and Skills:

  • Basic Windows administration and troubleshooting
  • Basic network administration and troubleshooting
  • Understanding of ITIL fundamentals
  • Excellent verbal and written communication skills
  • Effective self-management of time, tasks, and priorities.
  • Customer-focused mindset
  • Experience with Cisco Call Manager desirable
  • Ability to work collaboratively and independently on assigned duties

Working Conditions:

Assistance with power restoration efforts is required of all employees. It may be required during regular business hours that employees will be assigned functions to support power restoration and for some employees that may be different from their normal duties. In addition, such assistance may require working nights, weekends and holidays which may involve considerable extra hours. In order to meet this working condition, all employees are required to provide a personal phone number where they may be reached after hours. This number will only be used for internal purposes.

NHEC offers an excellent compensation and benefits package.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.