Technical Support Analyst I

Technical Support Analyst I

Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Best Places to Work in Maine 2019, 2020, 2021, 2022 and 2023; Best Places to Work in Arkansas 2020 and 2023, Oklahoma 2022 and 2023 and Missouri 2023. Summit was also recently named one of Forbes 2023 Americas Best Small Employers. Summit is a growing natural gas utility providing safe, reliable, and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri, Oklahoma, and Texas. Being part of the Summit team means embracing excellence and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers, and the communities where we live. We aim to bring warmth and energy to everything we do.

We have an exciting opportunity for a Technical Support Analyst I based at our Little Rock, AR office.

Position Summary

Technical Support Analysts, Grade I report to the IT Technical Services Supervisor and are responsible for maintaining and supporting SUI (Summit Utilities Inc.) systems, technical equipment, and practices. Technical responsibilities include laptop, desktop, iPad, tablet and mobile phone support, software configuration on end-user devices, conferencing, and A/V support, and providing remote support to a large and geographically dispersed end-user community. Grade I Analysts should have a broad and in-depth understanding of desktop operating systems, Apple iOS, end-user hardware, Office 365, Microsoft Teams, printing, and a foundational knowledge of IP networking. Technical Support Analysts are also expected to stay current on developing technologies, trends, and best practices.

Primary Duties And Responsibilities

Desktop/Laptop/iPad/Tablet/Mobile Phone Support and Deployment

• Hardware support
• Operating systems support
• Troubleshooting/repair and escalation of hardware issues
• Printing support
• Meeting / A/V and Conferencing Support (MS Teams, and Zoom devices and software)
• Imaging and deployment of replacement equipment

Software Implementation Support

• Testing and installation of packaged and in-house developed software on systems
• Assisting with software rollouts
• Maintaining and ensuring the use of all Information Security tools
• Escalation of software issues

Permissions Support

• Assistance with user account login issues
• Office 365 and MFA issue troubleshooting

Adherence to SUI Support Practices

• Providing excellent in-person and technical support
• Following SUI ITIL support practices
• Maintaining SUI IT inventory practices
• Developing knowledge base articles
• Providing support to IT Engineering Team as required

Additional Duties

• Utilizing project management practices for appropriately sized initiatives
• Taking ownership of processes and systems where assigned
• Developing and facilitating peer and end-user training as needed
• Developing and maintaining preventative maintenance procedures where assigned

Education And Work Experience

Equal employment opportunity, including veterans and individuals with disabilities.