Service Desk Specialist I

About Us

Established in 1939, Tri-County Electric Cooperative is an electric distribution cooperative that serves more than 110,000 members across 16 counties in the north Texas region. The cooperative provides and distributes power to more than 131,900 meters on 9,900 miles of distribution lines. Tri-County Electric Cooperative's mission is to provide safe, reliable power at the lowest possible cost.

We believe in creating a workplace that fosters growth and collaboration. We are committed to being humble in our approach, trustworthy in our relationships, and resilient in the face of challenges. Our team is engaged and empowered to take ownership of projects and contribute to meaningful change. We value open communication, encourage continuous learning, and focus on developing coachable individuals who thrive in a supportive environment. We are all part of a responsible , reliable , and empathic team that is making an impact every day.

Position Summary

Responsible for Providing Technical assistance and support related to computer systems, hardware, and software. Also responsible for logging all issues in Service Desk software / ticketing system. Document new procedures and resolutions in company's knowledge base. Install and set up new user workstations including appropriate software depending on role and department. Primary resource for setting up new users and configuring security permissions for any other user's access.

Essential Job Functions :

• Providing first level technical support to customers, troubleshooting hardware and software issues by phone and through remote assistance.
• Ensure proper logging, updating, and closure of incidents in the Service Desk software / ticketing system.
• Recognizing and escalating incidents to Tier 2 support groups
• Conducts customer satisfaction call-backs and ensures that all resolved tickets are closed.
• Must be able to communicate, prioritize, be organized, have a positive attitude, have patience, and exhibit excellent Customer Service skills.
• Recommend procedure modifications or improvements
• User access management, setting up new employees, altering security permissions for existing users, troubleshooting any user permissions issues, and disabling terminated / resigned employees
• Manage endpoint setup and deployment for new employees using standard hardware, images, and software
• Install, test, and configure new workstations / laptops, peripheral equipment and software
• Participate in on-call rotation for after-hours support and logging of incidents
• Travel to branch offices as needed.
• All other duties as assigned by Service Desk Supervisor

Position Requirements

Minimum of a High School Diploma or equivalent

1-2 years of related experience

On-going training in customer service and computer skills

Relationships

Physical Demands

(Scale : Rarely = Less than 5%, Occasionally = 5% - 25%, Frequently = More than 25%)