Job Information
Portland General Electric Staff IT Service Desk Technician in Portland, Oregon
At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.
Summary
PGE’s IT Service Desk part of the IT Technology Center of Excellence is the central hub for employee to report issues, request access and request IT support.
Looking for a person to join our team to help coach our phone team to ensure requests are handled quickly and efficiently. The ideal candidate would like to problem solve and have good troubleshooting skills, with the ability to find the root cause of issues. This role will play a critical part of reducing our number of incidents.
Career Level Summary
Staff IT Service Desk Technician 6064
Grade 6
Career Level: P2
Requires expanded professional-level knowledge and experience in own area; incumbents continue to acquire higher-level knowledge and skills.
Expands on high-level knowledge of the company, processes and customers.
Solves a range of more complex problems.
Analyzes possible solutions using advanced knowledge and applying protocols.
Operates independently and receives only a moderate level of guidance and direction.
Key Responsibilities
Incident Management (USUP): Following agreed procedures, identifies, registers and categorizes incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.
Problem Management (PBMG): Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
Customer Service Support (CSMG): Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first-line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
Systems Installation/ Decommissioning (HSIN): Installs or removes hardware and/or software using supplied installation instructions and tools including, where appropriate, handover to the client. Conducts tests, corrects malfunctions and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provides assistance to users in a professional manner following agreed procedures for further help or escalation. Reviews change requests. Maintains accurate records of user requests, contact details and outcomes. Contributes to the development of installation procedures and standards.
System Software (SYSP): Uses system management software and tools to collect agreed performance statistics. Carries out agreed system software maintenance tasks.
Service Level Management (SLMO): Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for deterioration in service.
Applications Support (ASUP): Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.
Information Content Authoring (INCA): Liaises with clients/users to clarify details of requirements. Designs, creates and tests moderately complex subject matter using easily understood language. Designs content for search engine optimization, making informed decisions about the best way to present information to users. Ensures that content is accurate, relevant and current and takes into account user needs.
Qualifications
Education/Experience/Certifications
Typically requires an associate’s degree or technical certificate in information technology or customer service.
Two or more years’ experience with personal computers and personal computer related fields.
Two or more years’ experience in an IT service desk environment providing call support or desktop support.
Two or more years’ experience using IT work management and/or identity management tools is required.
Analyst Certification.
Customer Service Rep Certification.
Competencies
Functional Competencies:
Intermediate problem diagnosis and resolution techniques in the IT environment.
Working operating capability in PC, operating systems and network utilities.
Intermediate knowledge of PC and local area network connectivity, including peripheral devices and software compatibility issues.
Intermediate knowledge of work management tools.
Intermediate knowledge of identity management tools.
Intermediate knowledge creating knowledge-base articles.
Intermediate knowledge of ITSM processes.
General Competencies:
Intermediate customer focus skills.
Intermediate accuracy skills.
Intermediate risk management skills.
Intermediate oral and written communication skills.
Intermediate organization and prioritization skills.
Physical, Schedule/Attendance and Cognitive Demands
Cognitive Level: Intermediate: Consistent use of relevant principles to solve practical problems and to deal with a variety of concrete variables in situations where only limited standardization exists.
Cognitive:
Ability to adhere to set response times, deadlines and time-sensitive tasks.
Ability to follow accuracy standards.
Ability to follow through on decision-making tasks.
Ability to interact effectively and collaboratively within a team environment.
Ability to communicate and problem solve when under stress.
Ability to respond and adapt to frequent change.
Ability to accept and demonstrate self-awareness when provided constructive feedback.
Ability to discern feedback and acknowledge ownership of areas of improvement.
Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks.
Ability to successfully collaborate with peers, managers and others within the organization.
Demonstrates sound memory.
Ability to process new information to be applied consistently to work tasks.
Schedule/Attendance:
Ability to adhere to pre-established schedule, including start/stop time and break/lunch schedule [typically for nonexempt positions, although some exempt positions may have an established start/stop time].
Ability to work long hours [typically for exempt positions; if included in nonexempt positions, overtime applies].
Ability to work a variable schedule.
Ability to report to work and perform work during periods of severe inclement weather.
Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance.
Ability to work shift schedule.
Ability to support after hours on call with the parameter of 15-minute response times and ability to come into the office within a two-hour drive time if needed.
Physical Capabilities:
Driving/travel/commute: inside/outside the service territory - Occasionally (one to two times a year or less).
Computer use: Use computer regularly for the entire work shift.
Environment: Office
We are interested in every qualified candidate who is eligible to work in the United States to apply. However, we are not able to sponsor visas for this position.
PGE supports hybrid flexible work arrangements; and will have a combination of in-the-office and working offsite. This individual will need to be located within 75 miles from job location. However, these arrangements may change due to business needs or changes in responsibility.
Compensation Range:
$72,900.00 - $121,500.00
Actual total compensation, including a performance based incentive bonus, is commensurate with experience, skills, qualifications, education, training, and internal equity. While we anticipate the selected candidate for this position will fall towards the middle or entry point of the compensation range, the decision will be made on a case-by-case basis.
PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click here (https://portlandgeneral.com/hrcs5511) .
Join us today and power your potential!
Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.
PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.
PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Talent Acquisition Specialist (Recruiter) associated with the job posting. You may also make this request by contacting talentacquisition@pgn.com or by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process. Our Diversity, Equity & Inclusion (DEI) team is also available for support. You can contact them at dei@pgn.com .
To be considered for this position, please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.