Description
The IT Support Specialist provides frontline technical support to end users and assists with the ongoing maintenance of Prairie Power’s computer systems, software, and related technologies. This role focuses on end-user support, routine technical tasks, and troubleshooting while working collaboratively with senior IT staff to resolve more complex issues.
Key Duties & Responsibilities
- Provide first-level technical support for computer hardware, software, mobile devices, printers, and related technologies.
- Receive, document, and track support requests using Prairie Power’s ticketing system.
- Troubleshoot and resolve routine technical issues; escalate complex or unresolved issues to senior IT staff as appropriate.
- Install, configure, and maintain desktop and laptop computers, peripheral equipment, and standard software applications.
- Perform preventative maintenance and basic hardware repairs.
- Assist with user account setup, access, and system onboarding for new employees.
- Develop and maintain technical documentation, procedures, and end-user training materials.
- Support mobile devices (iOS and Android) and standard business applications such as Microsoft 365.
- Assist with desktop imaging, system deployments, updates, and patching activities.
- Support IT-related regulatory and compliance activities applicable to Prairie Power.
- Maintain a strong focus on safety and security in all work performed.
- Perform other related duties as assigned.
Working Conditions & Physical Requirements
- Regular office environment with occasional lifting of computer equipment up to 50 pounds.
- Occasional after-hours or on-call support as needed.
- Exposure to typical office and technology-related equipment.
Equal Employment Opportunity
Prairie Power, Inc. is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.
Requirements
- Associate’s Degree in a computer-related field or equivalent combination of education and experience.
- 0–5 years of related experience in information technology or technical support.
- Demonstrated ability to work independently on routine tasks while knowing when to escalate complex issues to senior systems staff.
- Working knowledge of PC hardware, Windows operating systems, and common desktop applications.
- Basic understanding of desktop imaging, deployment, testing, and update processes.
- Strong customer service skills and ability to communicate technical information to non-technical users.
- Ability to manage multiple tasks, prioritize effectively, and work in a team-oriented environment.
- Valid Illinois Driver’s License (Class D).
Preferred Qualifications
- Experience supporting PCs in a networked end-user environment.
- Experience with Microsoft 365, Windows, and mobile device support.
- Familiarity with scripting or automation tools and basic system troubleshooting utilities.
- Experience working with vendor support and third-party service providers.
- Prior experience in the electric utility or regulated industry environment.