IT Support Specialist

Wright-Hennepin is seeking a service-focused IT Support Specialist to join our Information Technology team. In this role, you’ll provide both reactive and proactive IT support, including troubleshooting and maintaining PC hardware, software, mobile devices, printers, network connectivity, AV equipment, and related systems.

This position plays an important role in supporting employees across the Cooperative by resolving technical issues, assisting with system setup and maintenance, supporting IT projects, and helping ensure reliable and efficient technology operations., * Maintain, troubleshoot, and repair PC hardware, software, printers, network connectivity, and peripherals

• Serve as a first level of support for end users and escalate issues when appropriate
• Support AV equipment, including projectors, sound systems, and video monitors
• Provide support for mobile devices, including iPads, iPhones, and mobile device management systems
• Assist with phone system support in partnership with the IT Systems Engineer

Proactive Support

• Install and monitor PC hardware, software, printers, network connectivity, and peripherals
• Install, maintain, and support PC applications while troubleshooting software issues through resolution
• Perform system backups and assist with data recovery
• Assist with reports, data analysis, and systems analysis
• Develop and deliver training on hardware and software platforms
• Support the development, maintenance, and enforcement of IT policies and procedures
• Facilitate onboarding and offboarding by setting up or decommissioning phones, laptops, accounts, systems, and access

IT Team Support

• Serve as a member of the on-call team and respond quickly to support needs
• Provide backup support to other members of the IT team
• Provide after-hours or offsite IT support for special events as needed
• Document and maintain procedures, support materials, administration manuals, system diagrams, license agreements, and workflows
• Follow all safety rules outlined in the Cooperative Safety Manual and properly use provided safety equipment

Project Support

• Assist with maintaining Active Directory infrastructure, including domain accounts, Exchange email configurations, and Microsoft Teams
• Support department goals and participate in projects as requested by the manager
• Communicate changes, updates, and progress on assigned projects
• Contribute to additional duties and special projects as needed

• Bachelor’s degree in Computer Science, Computer Information Systems, Information Technology, Management Information Systems, or a related field; OR 4+ years of equivalent experience; OR 2 years of work experience with a 2-year technical degree
• 2+ years of experience with hardware and software installation and support
• Knowledge of Microsoft operating systems and Office products
• Experience with basic wired and wireless networking environments

Licenses & Certifications

• CompTIA A+, Network+, Security+, or related certifications preferred

Knowledge, Skills & Abilities

• Ability to build and maintain positive customer experiences
• Strong focus on understanding customer needs and delivering timely, professional, value-driven solutions
• Excellent written and verbal communication skills
• Thorough knowledge of computer hardware and software
• Ability to work independently with limited supervision
• Ability to keep privileged information confidential
• Skilled in developing and delivering training
• Ability to learn, understand, and communicate emerging technology trends
• Ability to evaluate critical systems, prioritize workflow, and determine solutions, * Integrity - You build trust, honor commitments, and support our mission, vision, and values
• Safety Mindset - You work safely, follow procedures, protect member and customer information, and help promote a culture of safety
• Member/Customer Focus - You respond promptly, communicate effectively, and provide courteous, helpful service
• Teamwork - You cooperate with others, support organizational initiatives, and consider how your actions impact the team
• Dependability - You take responsibility, meet expectations, and recover quickly from setbacks
• Performance Excellence - You work efficiently and accurately, keep your skills current, and proactively solve problems

This position operates in a climate-controlled office environment and requires regular computer use, interaction with employees across the organization, and the ability to lift a minimum of 40 pounds.

Pulled from the full job description Safety equipment provided Tuition reimbursement Health insurance 401(k) matching Paid time off Vision insurance Health savings account, Wright-Hennepin offers a competitive and comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:

• Medical, dental, and vision insurance
• Generous 401(k) match
• Health Savings Account (HSA) contributions
• Annual bonus opportunity
• Paid time off and company-paid holidays
• Tuition reimbursement programs
• Flexible Spending Accounts (medical and dependent care)

Wright-Hennepin Cooperative Electric Association is a member-owned, not-for-profit electric utility serving rural Wright County and western Hennepin County since 1937. Today, we provide safe, reliable electricity to more than 59,000 member accounts while remaining committed to the communities we serve., Wright-Hennepin is an Equal Opportunity Employer. We welcome candidates who bring a variety of experiences and perspectives and are committed to providing reasonable accommodations for individuals with disabilities.