IT Support Specialist II - Southwest Power Pool

Southwest Power Pool (SPP) is about more than power. We’re about the power of relationships. Our employees have the opportunity to work together to ensure electricity is delivered reliably and affordably to the millions of people living in our service territory. We have been voted one of Arkansas’ Best Places to work by Arkansas Business and we are looking for a member of our team who is passionate about our mission to keep the lights on!

We have a core ideology here at SPP that we stand by: Do the right thing, for the right reason, in the right way.

We believe in supporting our employees through a fantastic benefits package:

• Competitive pay with bonus opportunities
• Excellent insurance package including three great medical plans to choose from, employer-paid short term disability, long term disability, and life insurance
• Relocation assistance
• Flexible working environment for positions that are eligible where employees have the flexibility to work from home and come in where collaborative in person work is needed.
• Fantastic contributions to your retirement through a 401(k) savings plan with employer-match benefits and a defined benefit plan fully funded by SPP

Join our dynamic IT Support Services Team!

The IT Support Services is a cornerstone team at Southwest Power Pool (SPP). We pride ourselves on our dynamic interaction across the company, from the executive suite to our contract employees. As part of our team, you will have the opportunity to engage in diverse technical activities and make a significant impact on the entire SPP community.

Your Role

As an IT Support Specialist II, you will be the go-to expert for intermediate-level technical support, ensuring our desktop computers, virtual machines, and applications run smoothly. Your responsibilities will include:

• Tech Troubleshooting: Install, diagnose, repair, maintain, and upgrade desktop and laptop computers, virtual machines, and essential software. Tackle issues with digital certificates and peripherals, including multi-function devices and some audio/visual equipment.
• User Access Management: Provision logical and physical access for end users, ensuring a seamless experience for our team.
• Ticket Management: Master our internal ticketing system by opening, updating, and closing tickets. Communicate effectively with customers to provide timely updates and resolutions, all while documenting your work meticulously.
• Service Desk Integration: Learn the functions and roles of our Service Desk and assist with completing access forms and related tasks.
• Office 365 Administration: Get involved with Office 365 administration, including managing Teams and InTune, to support our digital workplace.
• Automation Initiatives: Contribute to our automation efforts aimed at reducing manual tasks and streamlining processes for greater efficiency.

If you're ready to elevate your IT support career and make a meaningful difference, click apply!

To be successful as the IT Support Specialist II, we're looking for: 

• Bachelor’s degree in an Information Technology related field, or equivalent experience
• Three (3) plus years of infrastructure support experience is required
• Two (2) plus years of experience in Provisioning, De-Provisioning access
• Experience in Identity and Access Management, including requirements, design, implementation, deployment, and operations
• Excellent customer service skills
• Strong understanding of Active Directory, security groups, etc
• Strong understanding of operating systems, applications, networks, and hardware
• Lifecycle Management, Identity & Role Lifecycle Management, and customer-focused IAM implementations
• The ability to acquire job specific skills and certifications through formal and on-the-job training
• Basic Knowledge of VDI Infrastructure
• Provide advanced network support, hardware break-fix, anti-virus deployment, spyware removal and software application support
• Understanding of and compliance with SPP Policies and Procedures
• Technical certification as approved by the supervisor of the IT Support Services team, or the ability to secure such certification within six months of employment. Examples of certification are, but not limited to:
  • CompTIA+
  • ITIL Foundations
  • Microsoft Fundamentals Certifications

Preferred:

• A Intermediate knowledge of PC architecture, support, and troubleshooting is desired
• Intermediate Information technology related certifications
• Automation knowledge including batch file and basic scripting.
• Advanced Certification

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

Physical Demands:

• The physical and mental demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.
• While performing the duties of this job, the employee is regularly required to make decisions, interpret data, and problem solve.
• The employee frequently is required to stand or sit for extended periods; use hands to operate a computer keyboard and standard office equipment.
• The employee may be required to lift and move up to 50 pounds.
• Requires the ability to work and collaborate with managers and employees at all levels to exchange ideas, information, and opinions to facilitate the task.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• Lifting and transporting of heavy to moderately heavy objects such as computers and peripherals.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of workweek are Monday through Friday; 8:00 a.m. to 5:00 p.m.  Working extended hours may be required.  This position is required to participate in an on-call rotation.

Work Location: 

This is a hybrid position located in Little Rock, Arkansas.

Travel Requirement:

This position requires minimal travel (approximately 10%).

Should you elect to apply for this position SPP will review your qualifications and if after reviewing the qualifications and experience of all applicants, your skills and credentials meet our needs, someone from our organization may contact you. Please be advised that the time required to complete the applicant review process typically takes between 30 and 90 days, but could extend beyond that. Once the position has been filled, all applicants will be notified via email.

Southwest Power Pool is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age or any other protected category.

The Americans with Disabilities Act (ADA) defines “reasonable accommodation” as a change or adjustment to a job or work environment that allows a qualified individual with a disability to satisfactorily perform the essential functions of a particular job, and does not cause an undue hardship for the employer. SPP adheres to the ADA and reasonable accommodations may be made to enable a qualified individual with a disability to perform the essential functions.

At SPP we value Diversity, Equity and Inclusion. Visit our website to learn more: LINK

Full job descriptions will be made available to those selected for an interview.

Education

• Bachelors or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)