Technical Support Analyst I
Summit Utilities, Winslow, ME, United States
Summit Utilities
Join our Growing Team and see why Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Best Places to Work in Maine 2019, 2020, 2021, 2022 and 2023; and Best Places to Work in Arkansas 2020 and 2023, Oklahoma 2022 and 2023 and Missouri 2023. Summit was also recently named one of Forbes 2023 America’s Best Small Employers.
Summit is a growing natural gas utility providing safe, reliable, and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri, Oklahoma, and Texas. Being part of the Summit team means embracing excellence and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers, and the communities where we live. We aim to bring warmth and energy to everything we do.
We have an exciting opportunity available for a Technical Support Analyst I based in our Fort Smith, AR office OR our Winslow, ME office.
POSITION SUMMARY
Technical Support Analysts, Grade I report to the IT Technical Services Supervisor and are responsible for maintaining and supporting SUI (Summit Utilities Inc.) systems, technical equipment, and practices. Technical responsibilities include Laptop, desktop, iPad, tablet and mobile phone support, software configuration on end-user devices, conferencing, and A/V support, and providing remote support to a large and geographically dispersed end-user community. Grade I Analysts should have a broad and in-depth understanding of desktop operating systems, Apple iOS, end‑user hardware, Office 365, Microsoft Teams, printing, and a foundational knowledge of IP networking. Technical Support Analysts are also expected to stay current on developing technologies, trends, and best practices.
PRIMARY DUTIES AND RESPONSIBILITIES
Desktop/Laptop/iPad/Tablet/Mobile Phone Support and Deployment
Hardware support
Operating systems support
Troubleshooting/repair and escalation of hardware issues
Printing support
Meeting / A/V and Conferencing Support (MS Teams, and Zoom devices and software)
Imaging and deployment of replacement equipment
Software implementation support
Testing and installation of packaged and in‑house developed software on systems
Assisting with software rollouts
Maintaining and ensuring the use of all Information Security tools
Escalation of software issues
Permissions support
Assistance with user account login issues
Office 365 and MFA issue troubleshooting
Adherence to SUI support practices
Providing excellent in‑person and technical support
Following SUI ITIL support practices
Maintaining SUI IT inventory practices
Developing knowledge base articles
Providing support to IT Engineering Team as required
Additional Duties
Utilizing project management practices for appropriately sized initiatives
Taking ownership of processes and systems where assigned
Developing and facilitating peer and end‑user training as needed
Developing and maintaining preventative maintenance procedures where assigned
EDUCATION AND WORK EXPERIENCE
Associate degree in Information Technology or a closely related field or equivalent experience
1+ years of related work experience
Certifications such as A+, MCP, ITIL Foundations highly desirable
ITIL 4 Foundations certification required within 6 months of employment
KNOWLEDGE, SKILLS, ABILITIES
Ability to adapt to current technologies and maintain technical skill levels
Work in a self‑directed manner
Communicate and engage with other team members regularly
Demonstrate problem solving with critical thinking skills
Ability to effectively communicate, verbally and in writing
Ability to manage conflicting priorities and expectations
Ability to manage time and workload efficiently, including planning, organizing, and following through on a variety of tasks, assignments, projects, and reports, while paying close attention to details
Demonstrate a high customer service imperative
Ability to maintain confidentiality
Work effectively in a diverse workforce
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.
Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.
Summit Utilities, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status and will not be discriminated against on the basis of disability or veteran status.
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Join our Growing Team and see why Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Best Places to Work in Maine 2019, 2020, 2021, 2022 and 2023; and Best Places to Work in Arkansas 2020 and 2023, Oklahoma 2022 and 2023 and Missouri 2023. Summit was also recently named one of Forbes 2023 America’s Best Small Employers.
Summit is a growing natural gas utility providing safe, reliable, and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri, Oklahoma, and Texas. Being part of the Summit team means embracing excellence and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers, and the communities where we live. We aim to bring warmth and energy to everything we do.
We have an exciting opportunity available for a Technical Support Analyst I based in our Fort Smith, AR office OR our Winslow, ME office.
POSITION SUMMARY
Technical Support Analysts, Grade I report to the IT Technical Services Supervisor and are responsible for maintaining and supporting SUI (Summit Utilities Inc.) systems, technical equipment, and practices. Technical responsibilities include Laptop, desktop, iPad, tablet and mobile phone support, software configuration on end-user devices, conferencing, and A/V support, and providing remote support to a large and geographically dispersed end-user community. Grade I Analysts should have a broad and in-depth understanding of desktop operating systems, Apple iOS, end‑user hardware, Office 365, Microsoft Teams, printing, and a foundational knowledge of IP networking. Technical Support Analysts are also expected to stay current on developing technologies, trends, and best practices.
PRIMARY DUTIES AND RESPONSIBILITIES
Desktop/Laptop/iPad/Tablet/Mobile Phone Support and Deployment
Hardware support
Operating systems support
Troubleshooting/repair and escalation of hardware issues
Printing support
Meeting / A/V and Conferencing Support (MS Teams, and Zoom devices and software)
Imaging and deployment of replacement equipment
Software implementation support
Testing and installation of packaged and in‑house developed software on systems
Assisting with software rollouts
Maintaining and ensuring the use of all Information Security tools
Escalation of software issues
Permissions support
Assistance with user account login issues
Office 365 and MFA issue troubleshooting
Adherence to SUI support practices
Providing excellent in‑person and technical support
Following SUI ITIL support practices
Maintaining SUI IT inventory practices
Developing knowledge base articles
Providing support to IT Engineering Team as required
Additional Duties
Utilizing project management practices for appropriately sized initiatives
Taking ownership of processes and systems where assigned
Developing and facilitating peer and end‑user training as needed
Developing and maintaining preventative maintenance procedures where assigned
EDUCATION AND WORK EXPERIENCE
Associate degree in Information Technology or a closely related field or equivalent experience
1+ years of related work experience
Certifications such as A+, MCP, ITIL Foundations highly desirable
ITIL 4 Foundations certification required within 6 months of employment
KNOWLEDGE, SKILLS, ABILITIES
Ability to adapt to current technologies and maintain technical skill levels
Work in a self‑directed manner
Communicate and engage with other team members regularly
Demonstrate problem solving with critical thinking skills
Ability to effectively communicate, verbally and in writing
Ability to manage conflicting priorities and expectations
Ability to manage time and workload efficiently, including planning, organizing, and following through on a variety of tasks, assignments, projects, and reports, while paying close attention to details
Demonstrate a high customer service imperative
Ability to maintain confidentiality
Work effectively in a diverse workforce
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.
Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.
Summit Utilities, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status and will not be discriminated against on the basis of disability or veteran status.
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