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TRC Analyst I

Urbandale, Iowa

Job ID: 8253 Category: Technology

Job Description

Primary Job Duties and Responsibilities (Essential Job Functions):

  • Assist in response to end-users inquiries regarding technology issues.
  • Includes incident recognition, research, isolation and follow-up steps for first and second tier issues.
  • Use incident management database and technology resource center systems.
  • Support most end point devices of Berkshire Hathaway Energy network.
  • Recommend systems modifications/configurations to reduce user problems.
  • Perform account administration, including permissions, access control lists, folders, etc., for requests, ensuring account security procedures are implemented and enforced, including code/standards of conduct.
  • Support and administer audio and web conferencing.
  • Perform account administration, including permissions, access control lists, folders, etc., for requests, ensuring account security procedures are implemented and enforced, including code/standards of conduct.
  • Support and administer audio and web conferencing.
  • Be a key participant in user testing, implementing, document creation and communication for information technology department and the end-user.
  • Provide IT-related employee communications to the company or affiliates.
  • Perform any additional responsibilities as requested or assigned.

 

Performance Expectations (Key Success Factors):

  • Resolve moderately complex problems immediately.
  • Demonstrate technical knowledge and an understanding of the company’s information systems and business processes.
  • Effective translation of written and oral communications into problem and resolution documentation.
  • Emphasis on identification and fulfillment of customer requirements.
  • Ability to handle conflict and pressure through professionalism and a positive attitude in the resolution and communication of customer inquiries.
  • Participate on teams that result in contribution to achievement of team goals and objectives.
  • Perform responsibilities within determined time frames and with a high degree of accuracy.
  • Ability to prioritize work for self and others, and able to persuade others of priority decisions.
  • Establish and maintain effective work relationships within the department and the company.
  • Maintain the professional competence, knowledge and skills necessary for the satisfactory completion of responsibilities;
  • enhance job knowledge and abilities by taking personal responsibility for professional development and training.
  • Maintain sensitive and confidential information regarding company information.
  • Attend work on a regular basis and support the company’s employee policies and procedures, including workplace safety rules.
  • Ensures all compliance aspects of position are known and followed; understands and complies with all policies, codes and regulations applicable to position and company.

 

Position Requirements:

  • Two-year degree in information technology, computer science or equivalent work experience. (Typically two years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor’s degree.).
  • A minimum of one year additional direct related technical experience is required.

 

Basic related experience.

  • Basic knowledge of client/server, network, mainframe and applications environment.
  • Microsoft certified systems administrator within 12 months of hire or equivalent work experience.
  • Demonstrated aptitude in moderate problem solving.
  • Strong verbal and written communication skills.
  • Strong analytical and problem-solving skills.
  • Ability to prioritize and handle multiple tasks and projects concurrently.
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