Senior IT Support Technician

Puget Sound Energy is looking to grow our community with top talented individuals like you!  With our rapidly growing, award winning energy efficiency programs, our pathway to an exciting and innovative future is now.

PSE's IT Infrastructure team is looking for qualified candidates to fill an open Senior IT Support Technician position!

Specific details regarding the work arrangements for this position will be discussed in further detail during the interview process.

Job Description

•    Resolves moderate to high complexity problems by applying training and/or experience in carrying out a structured problem-resolution process. Uses problem-resolution resources skillfully – problem-management database, support system, standard references, scripts, and resource guides. 
•    Fulfills customer requests, resolves customer technical problems and responds to customer questions in an effective and timely manner to ensure ongoing effectiveness of the desktop computing environment. 
•    Responsible for event management, service request fulfillment, incident management, problem management, access provisioning, and continual service improvement. 
•    Provides white glove support for executive level and VIP customers.
•    Upholds the safety compliance standards inherent in PSE’s operating and/or field procedures related to work responsibilities. Promotes and supports a culture of total safety. 
•    Demonstrates commitment to conduct business honestly, ethically and consistent with our core values and Code of Conduct. Ensures duties are performed in accordance with all regulatory compliance obligations. 
 

Job Responsibilities

• Resolves specialized or complex problems by identifying and executing a course of action aligned with, but not specifically outlined in the structured problem-resolution process.
• Communicates specific subject matter to others through explanation, demonstration, testing, and reinforcement, with established procedures offering only partial guidance.
• Provides IT user support using a problem-resolution system and/or standard screens, scripts, reference guides, and procedures.
• Handles non-routine requests that require skilled and experienced use of standard support resources.
• May resolve problems through deviation or adaptation of standard tools and references.
• Skillfully uses problem resolution resources such as problem management database, help desk system, standard references, scripts, and resource guides.
• Performs general maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment.
• Documents resolutions of non-routine incidents and contributes to problem-resolution process.
• Has extensive customer contact, operates highly specialized equipment and/or systems, operates in the absence of direct supervision, has access to highly sensitive information.
• Act as the primary point of contact for executives and VIPs, assisting with a variety of technical issues, troubleshooting and providing solutions to ensure satisfaction.
• Provide technical assistance for large meetings and VIP events.
• Performs other duties as assigned.

Minimum Qualifications

• Two (2) year degree or certification in a technology-related field, or relevant military experience.
• Four or more (4+) years relevant work experience.
• Requires ability to skillfully navigate problem resolution system and other related applications.
• Ability to troubleshoot, analyze, and solve routine technical support problems.
• Basic understanding and knowledge for the area supported.
• Good communication skills and ability to interact effectively with internal contacts (e.g., customers, peers, project team).

Desired Qualifications

•    Undergraduate degree. 
•    Customer centric focus with demonstrated ability to apply insights to meet customer technology needs. 
•    Demonstrated ability to drive for results to deliver against commitments. 
•    Growth mindset to rapidly learn new skills and be able to collaborate to deliver creative IT solutions. 
•    Solid verbal and w