Technical Support Analyst I

Technical Support Analyst I

Summit is a growing natural gas utility company providing safe, reliable and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri and Oklahoma. 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 for a Technical Support Analyst I based in our Texarkana, AR 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.

Equal employment opportunity, including veterans and individuals with disabilities.