IT Support Technician

POSITION DESCRIPTION

THE COMPANY

Onward Energy is an independent power platform that owns and operates over 7,000 MW of utility-scale wind, solar and natural gas generation projects across the U.S. Our Vision is to reliably power a sustainable future. Our Mission is that as North America’s premier independent power generator, we will deliver renewable and reliable power to our customers, opportunities to our associates, sustainable returns to the families who invest in us, and a better world to the next generation. Based in Denver, New York and Charlotte, Onward Energy is a company where people and power are always on. We are where renewable meets reliable. See www.onwardenergy.com for more information.

THE CHALLENGE

The IT Support Technician I position is responsible for case management, service advising, systems and user support for both informational (IT) and operational (OT) technologies. This role ensures efficient IT/OT support operations by triaging cases, maintaining system integrity, and providing technical assistance to end-users. This role involves troubleshooting hardware and software issues, assisting with network connectivity problems, and ensuring the smooth operation of IT/OT systems. The technician is responsible for responding to support tickets, performing routine maintenance tasks, ensuring ticket data integrity, organizational asset responsiveness, and escalating complex issues to higher-level support teams as needed. By delivering prompt and effective technical assistance, the IT Support Technician I helps maintain productivity and minimizes downtime for all Onward employees.

THE RESPONSIBILITIES

Case Management

• Actively demonstrate engagement and take responsibility for exemplifying Onward Energy’s vision and core values.
• Maintain the highest standards of conduct and integrity in all dealings with or on behalf of the company at all levels inside and outside the organization.
• Monitor and manage IT support cases within the Tier 1 Dashboard.
• Review and validate case data, ensuring accuracy and completeness.
• Assign cases to the appropriate owners and categorize them correctly while maintaining service level agreements (SLA) with a 15-minute response time.

Additional responsibilities may include, but are not limited to:

• Generate and analyze reports on case trends, providing insights to management.
• Follow up on active cases during Monthly IT Case Review meetings.
• Identify and resolve data anomalies in case records, ensuring proper documentation.
• Track and address SLA violations by collaborating with case owners.
• Maintain the dynamic – evolving – Case Routing Matrix.

Support

• Diagnosing and resolving hardware and software issues, escalate complex problems as needed.
• Assist employees with device setup, software installation, and IT best practices. Develop troubleshooting documentation and enhance existing documentation library.
• Install and configure new workstations, laptops, and peripherals. Troubleshoot and repair hardware issues.
• Enhance the IT documentation library by ensuring activities is recorded.
• Stay updated on industry trends and best practices.
• Ensure detailed task completion notes (TCN) are maintained.
• Perform additional duties as assigned.

Service Advisory

• Coordinate and schedule Monthly IT Case Review meetings for 11 business units (Assets, Plants, and Sites).
• Facilitate review sessions, ensuring all active cases are addressed.
• Communicate with case owners to obtain updates and resolutions.
• Gather feedback from business units and provide necessary follow-ups.
• Organize stakeholder meetings to ensure alignment on IT case resolutions.

THE PROFILE TO SUCCEED

• A degree or certification in computer science, Information Technology, or a related field is preferred.
• At least one (1) year of technical support and customer service experience, with respect to the following technologies and equipment:
  • Prior experience in customer service and/or technical support.
  • Microsoft ecosystem experience; including operating systems, applications, and cloud computing and storage.
  • Workstation, laptop, and Windows (OS) deployment and support.
  • Microsoft Exchange on-prem and online/Office 365 a plus.
  • VOIP/telephone systems; Microsoft Teams a plus.
  • Working knowledge of networking.
  • Firewall technologies including Check Point Next Generation Firewall a plus
  • Energy industry experience a plus; working in both corporate data center and field OT environments.
  • An ITIL Foundation certificate is a plus.
  • Multiple current, or recently expired, certifications from CompTIA, Microsoft, CheckPoint, Cisco, Dell, or other prominent technology vendors are preferred.

THE PHYSICAL REQUIREMENTS

Must be able to accomplish physical requirements with or without reasonable accommodation.

• Ability to stand, walk, talk, hear, and close and distance vision capability.
• Ability to sit, climb or balance, stoop, kneel, and/or crouch.
• Ability to lift and/or move up to 10 pounds.
• Ability to travel up to 10%.

THE TEAM

The Onward Energy team is comprised of industry professionals who embrace collaboration, dedication, and challenging work while also being down to earth.

THE WORK ENVIRONMENT

The position functions in a smoke and vape free professional office environment. The role routinely utilizes standard office equipment such as laptop computer, phone, and scanner/photocopier.

THE TOTAL REWARDS

Onward Energy total rewards philosophy is motivated by a key tenet of People First and offers associates a comprehensive total rewards package which includes market competitive compensation, health, life insurance, and retirement savings benefits.

If you require an accommodation for any part of the employment process due to a disability to Recruiting@onwardenergy.com.

EEO STATEMENT:

Onward Energy is an Affirmative Action Employer, Females/Minority/Veterans/Disabled/Sexual Orientation/Gender Identity.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.