Systems Specialist III (Service Desk)

The Systems Specialist III (Service Desk) will provide advanced end-user technical support and serve as a technical lead and escalation point for complex issues, ensuring reliable, secure, and efficient IT operations across ODEC. Support desktop systems, enterprise applications, endpoint security, and infrastructure operations while driving continuous process improvement and delivering high-quality customer service. Operate independently and collaboratively to support business operations and technology initiatives., Service Desk Support and Operations

• Provide end-user support for hardware, software, network, and account-related issues for internal staff and external partners.
• Diagnose and resolve issues related to Windows systems, mobile devices, printers, VPNs, and core business applications.
• Administer user accounts, permissions, and access controls across Active Directory, Azure AD/Entra ID, and mobile device management systems.
• Manage endpoint configuration, patching, inventory, and compliance using enterprise management tools.
• Support on-premises and cloud-based infrastructure, including basic networking services such as DNS, DHCP, and VPN connectivity.
• Manage and prioritize support tickets to ensure timely resolution based on business impact and urgency.
• Coordinate ticket assignments and monitor progress to ensure effective issue resolution.
• Document troubleshooting steps, resolutions, and knowledge base updates to support continuous improvement initiatives.

Annual PC Lifecycle and Refresh Management

• Plan and execute annual PC refresh and upgrade initiatives.
• Evaluate PC hardware models and configurations to align with organizational standards and business needs.
• Coordinate procurement activities, including ordering, tracking deliveries, and maintaining asset records.
• Image and configure systems using standardized deployment and automation processes.
• Deploy desktop and laptop systems, peripherals, and workstation configurations.
• Migrate user data, profiles, and applications while minimizing operational disruption.
• Coordinate deployment schedules with end users and provide post-deployment support.
• Maintain technical documentation and update procedures to improve future deployment cycles.

Endpoint Security Administration

• Support endpoint security initiatives and ensure devices comply with security standards and best practices.
• Administer multi-factor authentication (MFA) accounts and related access controls.
• Monitor software asset inventories and licensing compliance.
• Maintain accurate hardware inventory records to support audits and reporting requirements.
• Monitor systems for performance, availability, and security-related issues and respond appropriately.
• Assist with backup administration, disaster recovery testing, and related documentation.
• Participate in vulnerability remediation and audit support activities.

IT Department and Operational Support

• Participate in IT staff, planning, and change management meetings.
• Provide technical support for board meetings and other critical organizational events.
• Support departmental and organizational technology initiatives as assigned.

Do you have experience in Windows?, Do you have a Associate’s degree?, * Require a minimum of 4 years of experience diagnosing and resolving issues related to Windows systems, mobile devices, printers, and desktop/laptop hardware.

• Require a minimum of 4 years of experience supporting end-user business applications, Microsoft 365 applications, and multi-user web-based systems.
• Require a minimum of 4 years of service desk or technical support experience.
• Require a minimum of 4 years of systems implementation experience.
• Prefer experience with laptop and desktop imaging and deployment technologies.
• Prefer experience with endpoint security management systems.
• Prefer experience in project planning or project coordination.

Critical Knowledge, Skills, and Abilities

• Knowledge of enterprise infrastructure and information security principles.
• Knowledge of business continuity and disaster recovery concepts.
• Knowledge of Microsoft 365 administration and support.
• Knowledge of desktop and laptop imaging technologies and deployment processes.
• Knowledge of Active Directory, Azure AD/Entra ID, and identity/access management concepts.
• Knowledge of enterprise email systems across desktop, web, and mobile platforms.
• Knowledge of IT process controls and compliance standards.
• Knowledge of Microsoft Windows desktop operating systems.
• Diagnose, analyze, and resolve technical issues effectively and efficiently.
• Deliver excellent customer service and maintain strong customer relationships.
• Communicate effectively through verbal, written, and presentation methods.
• Work collaboratively within a team-oriented environment.
• Interpret technical manuals, procedural documentation, and system requirements.
• Support project implementation and deployment activities.
• Apply innovative thinking and continuous improvement practices.
• Maintain strong organizational skills and attention to detail.
• Manage competing priorities and deadlines in a fast-paced environment.

Preferred Knowledge, Skills and Abilities

• Experience with ManageEngine or similar endpoint management platforms.
• Familiarity with software packaging and automated deployment solutions.
• Experience supporting cybersecurity initiatives and vulnerability remediation.
• Experience supporting cloud-based infrastructure and hybrid environments.
• Knowledge of project management tools and methodologies.
• Experience supporting executive meetings or boardroom technology environments.

Education

• Prefer an Associate degree in Information Systems or a related field.
• Consider an equivalent combination of education and relevant experience.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Paid holidays, * Work in a standard office environment.
• Perform work requiring extended periods of viewing digital screens and entering data using hand-eye coordination.
• Work occasional evening and weekend hours as business needs require.
• Occasionally lift or move equipment weighing up to 50 pounds.
• Install and connect computer equipment under desks, tables, and raised flooring systems, requiring bending, crouching, stooping, and working in confined spaces.
• Communicate effectively through verbal communication, video conferencing, email, and messaging platforms.

We offer a competitive salary, defined-benefit retirement security (pension) plan, medical, dental, and vision coverage, a 401(k)-company match, vacation based on years of relevant experience, generous sick time accrual, and holiday pay, in addition to many other benefits.

Old Dominion Electric Cooperative (ODEC) provides reliable, cost-effective, environmentally balanced, wholesale electric services to our 11-member distribution cooperatives in Virginia, Maryland, and Delaware. Our core business is generating, purchasing, and delivering electricity to our members. ODEC is a not-for-profit generation and transmission cooperative that operates for the benefit of our members, who are our owners. Our home office is located in Glen Allen, Virginia.