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Information Center Analyst I  

Req Number INF-18-00002  
Salary $25.00 - $29.90/Hour (DOE)  
Full-Time/Part-Time Full-Time  
Location Ephrata Headquarters  
Shift Days  
Exempt/Non-Exempt Non-Exempt  
Number of Openings 2  

Position Summary

This position provides first level Information Technology (IT) support and help desk services. This position interacts with the utility’s computer users to help them effectively use Grant PUD’s computing environment. The position participates in the support of the end user computing environment by assisting in procuring, implementing and supporting hardware and software deemed necessary for utility operations.

The position is responsible for incident resolution and implementation of standard IT requests reported to the Grant PUD’s Service Desk, and proactive maintenance of the end user computing environment. Responsibilities include initial assessment, triage, research, and resolution of incidents, and fulfillment of new requests for application software products and/or infrastructure usage and access. This position is responsible for collecting detailed information about the incident or new request through a conversation with the end user, then utilizing support tools, personal expertise, and fellow team members experience to expediently fulfill the request. This position escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team according to defined escalation procedures.

Job Responsibilities

  • Support initiatives that support the mission, goals, and objectives of Grant PUD’s Strategic Plan. Perform work in alignment with identified Key Performance Metrics (KPIs).
  • Perform logging of user calls/emails to the Service Desk into the trouble ticket application and triage, remediate or escalate those trouble tickets.
  • Perform user account provisioning and maintenance, file server security settings, email distribution group changes, basic SharePoint support, and password resets.
  • Resolve problems by using the problem resolution database, team and vendor knowledge, and other electronic documentation such as the IT Software Catalog and IT Knowledgebase.
  • Reassign issues not resolved to tier 2 and 3 support teams and log the change of assignment.
  • Responsible for maintaining communication with requestor and identified key stakeholders through the life of the incident.
  • Support users at all utility locations (Ephrata, Moses Lake, Power Production projects, Grand Coulee, Coulee City, Quincy, Royal City, PEC, Quincy Chute) and other locations as needed.
  • Assist in procuring, installing and maintaining end user hardware and software deemed necessary for operations.
  • Expected to follow Service Desk policies, procedures, and services.
  • Become familiar with each team in the IT Department and the capabilities of the individuals and their roles in escalation scenarios.
  • Process security group membership modification requests from users in accordance with policies, standards and practices.
  • Provide support on the utility’s productivity suite of applications, such as Microsoft Office, SharePoint, Visio, and MS Project.
  • Other aligned duties as assigned by IT management
  • Demonstrate commitment to Grant PUD’s mission, vision, values, and strategic plans. The incumbent should be familiar with these organizational priorities and behave in a way that aligns with these expectations.
  • Understand and adhere to compliance requirements for this position that may include laws, regulations, security guidelines, Grant PUD policies & procedures.
  • Actively participate in all aspects of our safety program, including but not limited to:
    • Following all safety policies and procedures;
    • Alerting supervisors and coworkers to unsafe or hazardous working conditions;
    • Reporting any safety incidents or close calls within 24 hours to your supervisor; and
    • Accepting feedback from supervisors and coworkers regarding your own safety performance.
Position Requirements

Educational Requirements

  • Associate’s Degree in Information Systems, Business Administration, Computer Science or other relative technical degree (equivalent experience will be considered in lieu of degree.) Bachelor’s Degree in Computer Science, MIS, or equivalent preferred, but not required.
  • CompTIA A+ and Net+ proficiency certifications (or ability to obtain within the first 18 months of employment). Must be maintained on 3 year renewal cycles from date of certification.
  • One year experience in a computer environment support role or a user application support role is strongly desired.
  • Call Center or Customer Service experience is desired.

Knowledge and Skills

Knowledge of –

  • General knowledge of the Grant PUD’s overall technology environment, and detailed knowledge of the end user computing environment.
  • Knowledge of principles, concepts and practices of ITIL, IT Service Management (ITSM) and incident response and resolution.
  • General knowledge of personal computer hardware, operating systems and application support.
  • Basic understanding of computer networks.

Skills in –

  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  • Excellent oral and written communication skills.
  • Ability to provide technical support over the phone; good phone skills, professional demeanor, active listening and presenting clear and concise instruction.
  • Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  • Creativity. Ability to think around problems and come up with creative solutions is helpful.
  • Ability to work with or without direct supervision.
  • Self-starter with ability to follow-through until work is properly completed.

Special Requirements

  • Must have a valid driver’s license for Washington State.

Physical Requirements

  • Works mostly in an office environment.
  • Requires occasional travel to other headquarter locations.

Position Open Until Filled

Excellent Compensation and Benefits Package

Equal Opportunity Employer

References and Background Checks are done as part of our employment process.

About the Organization Employees are our greatest assets at Grant PUD. Our dynamic team of skilled individuals define this utility. We welcome your unique experiences, skills and passion

As an equal opportunity employer, we strive for an environment of mutual respect that values diversity. We recruit, hire, train and promote all job classifications. A variety of exciting challenges and growth opportunities exist at Grant PUD. We offer training, benefits and multiple opportunities to serve the diverse needs of our regional community.

Our Mission:
To efficiently and reliably generate and deliver energy to our customers.

Our Vision:
Excellence in service and leadership
We continually ask how our performance aids in improving service quality, reliability and care for the environment in the most cost-effective manner.

Safety: We believe that employee and public safety is paramount

Innovation: We make decisions that best serve present and future generations

Service: We are committed to excellent customer service

Teamwork: We are one team with the same mission

Respect: We honor the rights and beliefs of those we work with and serve

Integrity: We hold ourselves and others accountable to professionalism in our actions and words

Heritage: We protect, preserve and perpetuate the spirit of the PUD and the Wanapum relationship  

This position is currently not accepting applications.

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