Support Analyst – Information Technology (Hybrid Work Environment)

Applications Due: January 30, 2023

Primary work location: Maple Grove, MN.

Please note: This position is expected to travel approximately 5% (Minnesota and North Dakota). The hybrid work environment invites employees to work in the office 80% and remote 20% of their schedule.

More than power, we're about people. At Great River Energy (GRE), people are our first priority-both customers and employees. Here, you will find a team-centered environment that's rewarding, challenging, and exciting. As a cooperative-owned generation and transmission company, we are Minnesota's second largest utility based on generating capacity.

General Summary

We are currently looking for a Support Analyst to work in our Information Technology division. Support Analysts are responsible for acting as the central points of contact for all our customers’ technology requests and seeing requests through from first contact to final resolution or service delivery.

Job responsibilities include, but are not limited to:

• Acts as a central point of contact through e-mail, phone, and walk-up for all IT related issues (incidents and service requests) to provide repeated positive interactions and focus on first contact resolution.

• Provides first and second level technical support for end user hardware devices and office suite productivity tools to ensure customers have the tools necessary to complete their jobs efficiently.

• Establishes and maintains support processes and best practices to improve support capabilities in alignment with ITIL practices.

• Facilitates and provides input for IT asset management process including tools, procedures, and standards.

• Participate in 24X7 on call rotation.

• Supports internal and external customers located in North Dakota and Minnesota, which includes providing independent, on-site IT support.

Qualifications

• Bachelor’s degree in a technology related field and 2-3+ years of experience supporting systems and/or users OR 2+ years post high school education in a technology related field and 2-5+ years of experience supporting systems and/or users. Please note: Experience/education will determine Support Analyst level within the organization.

• Proven skill in troubleshooting and resolving computer hardware, software, and technical issues.

• Excellent verbal and written communication and interpersonal skills with experience dealing effectively with technical and non-technical customers.

• ITIL certification and/or experience applying IT service management framework.

• Proficient in managing multiple work responsibilities and changing priorities.

• Ability to effectively work in a team environment.

• Knowledge of ITIL methodology preferred.

Apply

Qualified candidates will find we have a lot to offer: comprehensive benefits package, wellness programs, continuing education, generous retirement plan, a team-based, collaborative culture and more! Qualified candidates, please apply at www.greatriverenergy.com under the Careers page by January 30, 2023. Great River Energy values diversity, equity and inclusion and we are an equal employment opportunity employer.