IT (Information Technology) Help Desk Technician – on-site Pelican Rapids and Mahnomen

Lake Region Electric Cooperative is seeking candidates for an IT Help Desk Technician to engage with the IT Shared Services Manager in providing help desk services to our workforce and the workforce at other organizations, via our new shared services model. The position will require the ability to work on-site in Pelican Rapids and Mahnomen, currently, with mileage being reimbursed for work location difference.  This new shared services model is an exciting opportunity for an adaptable, process driven, people person, to own the end-users’ IT experience, supporting more than one organization.

Our customer (member)-owned electric utilities serve more than 40,000 member-consumers in the counties of Otter Tail, Wilkin, Grant, Douglas, Clay, Becker, Mahnomen, Polk, Norman and Clearwater (service territories). On-site in Pelican Rapids or Mahnomen, MN office, this sole help desk role applies broad IT knowledgebase, ensuring technical support of systems, hardware and software technologies. Provide support to end users by identifying problems, researching answers, and guiding through corrective steps. Engage in administering cybersecurity policies, procedures, end user training and best practices.

• Information Technology (IT) Help Desk Operations for all cooperative’s within the shared services model and their connection to outside technology systems.
  • Timely response and action to helpdesk support requests, engaging the IT consultant as necessary. Create how-to documents for frequently asked questions.
  • Maintain documentation (ex. warranty/support contracts, installation guides, IP addresses, and repairs) and licensing for all IT systems including, but not limited to network & server infrastructure, workstations, software applications, and phone system. Track licensing and certificate expiration dates, ensuring renewal before expiration.

• Maintain relationships with software vendors. Coordinate and moderate support calls between end-users and vendors, as appropriate.
• Perform compliance testing as required by current PCI standards.
• Perform hardware and software lifecycles to ensure end-users are not hindered by out-of-date systems, including but not limited to, workstations, tablets, phones, and printers/copiers/scanner.

• Maintain secure and efficient network operations and server infrastructure at each cooperative.
  • Ensure backup connections are functioning to eliminate downtime in the event of hardware failures and internet outages.
  • Ensure timely backups are available, based on the criticality of each server.
  • Monitor server performance, network stability, and available bandwidth.
  • Perform network troubleshooting to isolate and diagnose issues.
• Support utility industry software applications, specific to each cooperative, including but not limited to NISC and Aclara.
  • Maintain familiarity with all aspects of these systems, including server infrastructure and end-user applications.
• Assist in enforcing each cooperative's cyber security standards.
  • Guide all end-users are following current cyber security best practices and comply with the cooperative's cyber security standards.

Qualifications for the position include:

• Requires a combination of education and experience equivalent to 4 years in the Information Technology (IT) field.
• Proficient in server and networking technologies
• Highly proficient in Microsoft Windows server and workstation operating systems, Microsoft 365, Exchange Online, Active Directory, enterprise networking best practices, and IT security
• Analytical and complex problem-solving skills, with the desire for continuous learning and development.
• Ability to communicate technical information to a non-technical audience
• Strong interpersonal skills and the ability to build positive working relationships.
• Strong communication and organizational skills that reflect the ability to perform and prioritize multiple tasks seamlessly with attention to detail.
• Capacity to work standard work hours, Monday – Friday 7:30AM – 4:00PM, and overtime as needed in both Pelican Rapids and Mahnomen, MN. Assistance will be expected during major outages.
• Must be able to successfully complete a pre-employment screening which may include a physical examination, drug screening, background check, reference check, and motor vehicle record check as applicable to the position.

This position will remain open for 30 days or until filled; however, applicants are encouraged to submit their applications as soon as possible as the review process will begin right away. Apply and view a full position description by visiting our website at www.lrec.coop.

About Lake Region Electric Cooperative

Lake Region Electric Cooperative’s membership is a mix of residential, commercial and industrial, and seasonal homes. The cooperative averages 4.6 members per mile in our 3,200 square mile service territory. We own and maintain 5,600 miles of line. Because we are a cooperative, margins (or profits) are allocated to members’ capital credits accounts. Periodically, capital credits are returned to members based on the amount of electricity they purchased.

Connections working at Lake Region Electric Cooperative