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Job DescriptionJob Description
About Us
Established in 1939, Tri-County Electric Cooperative is an electric distribution cooperative that serves more than 110,000 members across 16 counties in the north Texas region. The cooperative provides and distributes power to more than 131,900 meters on 9,900 miles of distribution lines. Tri-County Electric Cooperative's mission is to provide safe, reliable power at the lowest possible cost.
We believe in creating a workplace that fosters growth and collaboration. We are committed to being
humble
in our approach, trustworthy in our relationships, and
resilient
in the face of challenges. Our team is
engaged
and
empowered
to take ownership of projects and contribute to meaningful change. We value open communication, encourage continuous learning, and focus on developing
coachable
individuals who thrive in a supportive environment. We are all part of a
responsible ,
reliable , and
empathic
team that is making an impact every day.
Position Summary
Responsible for Providing Technical assistance and support related to computer systems, hardware, and software. Also responsible for logging all issues in Service Desk software / ticketing system. Document new procedures and resolutions in company's knowledge base. Install and set up new user workstations including appropriate software depending on role and department. Primary resource for setting up new users and configuring security permissions for any other user's access.
Essential Job Functions:
Providing first level technical support to customers, troubleshooting hardware and software issues by phone and through remote assistance.
Ensure proper logging, updating, and closure of incidents in the Service Desk software / ticketing system.
Recognizing and escalating incidents to Tier 2 support groups
Conducts customer satisfaction call-backs and ensures that all resolved tickets are closed.
Must be able to communicate, prioritize, be organized, have a positive attitude, have patience, and exhibit excellent Customer Service skills.
Recommend procedure modifications or improvements
User access management, setting up new employees, altering security permissions for existing users, troubleshooting any user permissions issues, and disabling terminated/resigned employees
Manage endpoint setup and deployment for new employees using standard hardware, images, and software
Install, test, and configure new workstations/laptops, peripheral equipment and software
Participate in on-call rotation for after-hours support and logging of incidents
Travel to branch offices as needed.
All other duties as assigned by Service Desk Supervisor
Position Requirements
Education Requirements
Minimum of a High School Diploma or equivalent
Associate degree in related field
A+ Certification
Experience
1-2 years of related experience
Active Directory management
Cisco IP phones
Audio/Video room systems
Microsoft Office Products
Network Printers
Access Control and Video Surveillance systems
Mobile Device Management systems
Knowledge of IOS based mobile devices
Job Training
On-going training in customer service and computer skills
Must be able to fluently read and speak the English
Must be able to cognitively understand, analyze, and interpret information presented
Must be able to cognitively understand, analyze, and interpret general mathematic properties (Ex: Add, Subtract, Multiply, Divide)
Must be able to work in high stress environments
Must be able to troubleshoot technical issues
Must be able to research for solutions to technical problems
Must be able to present accurate information to members and co-workers
Must be able to functionally operate a computer terminal, utilizing monitor, keyboard, and mouse
Must be able to enter minimum 150 characters per minute on standard 10-key
Must maintain strong written skills (grammar, punctuation, spelling)
Must be able to work cooperatively with other employees within the same office setting
Must be able to work in a team environment
Relationships
Reports to Cybersecurity and IT Support Manager
CEO team Members – Work with cooperatively in providing resources to their department as approved by Service Desk Supervisor
Fellow employees – Work cooperatively in providing strong internal customer service and member services.
Physical Demands
(Scale: Rarely = Less than 5%, Occasionally = 5% - 25%, Frequently = More than 25%)
Heavy lifting or moving of
materials:
Occasionally (Up to 50 pounds)
Operates Equipment : Rarely
Operates Office Machines : Frequently – PCs, copy, fax machines, mail sorter, 10-key, telephone
Standing : Frequently
Walking : Frequently
Awkward Position (stooping, bending, etc.):
Frequently
Climbing Maximum : N/A – N/A feet maximum height
Eye-hand Coordination : Frequently
Location : Indoor 98% of time, Outdoor 2% of time
Work Conditions : Very little overtime, only as needed
Job Posted by ApplicantPro
About Us
Established in 1939, Tri-County Electric Cooperative is an electric distribution cooperative that serves more than 110,000 members across 16 counties in the north Texas region. The cooperative provides and distributes power to more than 131,900 meters on 9,900 miles of distribution lines. Tri-County Electric Cooperative's mission is to provide safe, reliable power at the lowest possible cost.
We believe in creating a workplace that fosters growth and collaboration. We are committed to being
humble
in our approach, trustworthy in our relationships, and
resilient
in the face of challenges. Our team is
engaged
and
empowered
to take ownership of projects and contribute to meaningful change. We value open communication, encourage continuous learning, and focus on developing
coachable
individuals who thrive in a supportive environment. We are all part of a
responsible ,
reliable , and
empathic
team that is making an impact every day.
Position Summary
Responsible for Providing Technical assistance and support related to computer systems, hardware, and software. Also responsible for logging all issues in Service Desk software / ticketing system. Document new procedures and resolutions in company's knowledge base. Install and set up new user workstations including appropriate software depending on role and department. Primary resource for setting up new users and configuring security permissions for any other user's access.
Essential Job Functions:
Providing first level technical support to customers, troubleshooting hardware and software issues by phone and through remote assistance.
Ensure proper logging, updating, and closure of incidents in the Service Desk software / ticketing system.
Recognizing and escalating incidents to Tier 2 support groups
Conducts customer satisfaction call-backs and ensures that all resolved tickets are closed.
Must be able to communicate, prioritize, be organized, have a positive attitude, have patience, and exhibit excellent Customer Service skills.
Recommend procedure modifications or improvements
User access management, setting up new employees, altering security permissions for existing users, troubleshooting any user permissions issues, and disabling terminated/resigned employees
Manage endpoint setup and deployment for new employees using standard hardware, images, and software
Install, test, and configure new workstations/laptops, peripheral equipment and software
Participate in on-call rotation for after-hours support and logging of incidents
Travel to branch offices as needed.
All other duties as assigned by Service Desk Supervisor
Position Requirements
Education Requirements
Minimum of a High School Diploma or equivalent
Associate degree in related field
A+ Certification
Experience
1-2 years of related experience
Active Directory management
Cisco IP phones
Audio/Video room systems
Microsoft Office Products
Network Printers
Access Control and Video Surveillance systems
Mobile Device Management systems
Knowledge of IOS based mobile devices
Job Training
On-going training in customer service and computer skills
Must be able to fluently read and speak the English
Must be able to cognitively understand, analyze, and interpret information presented
Must be able to cognitively understand, analyze, and interpret general mathematic properties (Ex: Add, Subtract, Multiply, Divide)
Must be able to work in high stress environments
Must be able to troubleshoot technical issues
Must be able to research for solutions to technical problems
Must be able to present accurate information to members and co-workers
Must be able to functionally operate a computer terminal, utilizing monitor, keyboard, and mouse
Must be able to enter minimum 150 characters per minute on standard 10-key
Must maintain strong written skills (grammar, punctuation, spelling)
Must be able to work cooperatively with other employees within the same office setting
Must be able to work in a team environment
Relationships
Reports to Cybersecurity and IT Support Manager
CEO team Members – Work with cooperatively in providing resources to their department as approved by Service Desk Supervisor
Fellow employees – Work cooperatively in providing strong internal customer service and member services.
Physical Demands
(Scale: Rarely = Less than 5%, Occasionally = 5% - 25%, Frequently = More than 25%)
Heavy lifting or moving of
materials:
Occasionally (Up to 50 pounds)
Operates Equipment : Rarely
Operates Office Machines : Frequently – PCs, copy, fax machines, mail sorter, 10-key, telephone
Standing : Frequently
Walking : Frequently
Awkward Position (stooping, bending, etc.):
Frequently
Climbing Maximum : N/A – N/A feet maximum height
Eye-hand Coordination : Frequently
Location : Indoor 98% of time, Outdoor 2% of time
Work Conditions : Very little overtime, only as needed
Job Posted by ApplicantPro