Help Desk Specialist II

Otter Tail Power Company; Fergus Falls (MN); On-site; USD 54,000 - 72,000; Full time

Benefits offered by this job

Incentive plans

Employee Stock Ownership options

Retirement Savings Fund with employer

Health, disability and life insurance

Training and development opportunities

Leadership development programs

Mental health support

Job summary

Otter Tail Power Company is seeking a Help Desk Specialist II in Fergus Falls, MN, to deploy, maintain, and support IT infrastructure across desktops, mobile devices, and peripherals. You will resolve hardware, software, and connectivity issues, provide end-user support, and manage tickets to meet service levels.

You will also help implement security updates, maintain documentation, and travel to other company locations as needed, including after-hours work when required.

Qualifications

• Bachelor’s or associate degree with an emphasis in Information Technology.
• Effective interpersonal and communication skills for internal customers.
• Strong organizational, analytical, diagnostic and time-management skills.
• Ability to evaluate complex technology problems and follow through to resolution.
• Ability to work independently and as part of a project team.
• Two years of experience deploying and supporting computer systems preferred.
• Willingness to travel to other company locations and work outside hours when needed.

Responsibilities

• Evaluate and deploy desktop and mobile devices, operating systems, and related peripherals.
• Analyze and resolve complex hardware, software, and connectivity issues affecting workstations.
• Provide responsive technical support and act as primary contact for technology issues.
• Create and close support tickets within service-level expectations.
• Develop self-service solutions to help employees resolve issues efficiently.
• Maintain OS templates, perform hardware/software upgrades, and apply security updates.
• Monitor endpoint vulnerabilities and patch accordingly.
• Configure security controls and maintain documentation for systems and compliance.
• Administer software licensing and asset records throughout lifecycle.
• Travel to other locations as needed and provide coverage for Help Desk I.
• Stay current on technology trends and participate in meetings.
• Work outside normal hours for upgrades and critical issues.

Skills

Interpersonal skills

Communication

Organizational skills

Analytical

Time management

Independent worker

Team collaboration

Travel willingness

Education

Bachelor’s or Associate degree in Information Technology

Job description

Location: Fergus Falls, MN (Fully on-site)

Salary grade 7

At Otter Tail Power Company, our employees help us support the communities we serve by delivering reliable technology solutions and exceptional service. We are seeking a Help Desk Specialist II who is passionate about technology, problem-solving, and helping others succeed.

In this role, you will deploy, maintain, and support essential components of the company’s information technology infrastructure. You will work with desktop and notebook computers, mobile devices and applications, operating systems, software, printers, copiers, cameras, and other peripheral equipment. You will also collaborate with employees and IT team members to analyze and resolve technology issues, maintain system security and integrity, and deliver timely, accurate technical support.

This position will report to the Supervisor, End User Support.

Key Responsibilities

• Evaluate, select, configure, integrate, test, and deploy desktop and notebook computers, mobile devices, operating systems, applications, printers, cameras, and other technology equipment.
• Analyze and resolve complex hardware, software, configuration, connectivity, and performance issues affecting workstations, notebooks, and mobile devices.
• Provide responsive technical support to employees and serve as a primary point of contact for technology issues, equipment setup, maintenance, documentation, and training.
• Create, assign, manage, complete, and close support tickets while resolving internal customer issues accurately and within established service-level expectations.
• Create and maintain customer self-service solutions that help employees resolve common technology issues efficiently.
• Build and maintain operating system templates used to configure desktop and notebook hardware.
• Perform hardware and software upgrades to improve system reliability, performance, functionality, and continued vendor support.
• Research, test, and apply application patches and operating system security updates to address functionality concerns and reduce cybersecurity risks.
• Monitor and investigate endpoint vulnerabilities and perform vulnerability patching on company devices.
• Configure security controls for workstations, notebooks, and mobile devices, including access levels, antivirus protection, virtual private networking, software firewalls, and device backups.
• Maintain accurate and thorough documentation related to system design, hardware, software, configurations, administrative processes, system changes, recovery, and audit compliance.
• Administer software licensing and support ongoing license compliance.
• Maintain hardware and software asset records and track technology inventory throughout its lifecycle, from procurement through disposal.
• Manage vendor relationships and related service and maintenance agreements.
• Maintain compliance with applicable IT security policies and established technology standards.
• Travel to other company locations to install computer hardware or resolve technical issues that cannot be corrected remotely.
• Provide coverage for the Help Desk Specialist I as needed to support business operations.
• Stay current on technology trends and participate in daily or weekly meetings as requested.
• Work outside normal business hours when necessary to complete upgrades, implement system changes, or resolve critical technology issues.

Qualifications

We are looking for a knowledgeable and service-oriented technology professional who enjoys solving problems, supporting customers, and working collaboratively. Successful candidates will have:

• A bachelor’s or associate degree with an emphasis in Information Technology.
• Effective interpersonal and communication skills with the ability to provide clear, professional support to internal customers.
• Strong organizational, analytical, diagnostic, and time-management skills.
• The ability to evaluate complex technology problems, identify appropriate solutions, and follow issues through resolution.
• The ability to work effectively both independently and as a member of a project team.
• Two years of experience deploying and supporting computer systems is preferred.
• The ability to travel to other company locations and work outside normal business hours when business or system needs require it.

This is an excellent opportunity for a technology professional who wants to expand their technical expertise while making a direct impact on the employee experience. If you are energized by troubleshooting, continuous learning, cybersecurity, and providing dependable customer support, we encourage you to apply and grow your career with Otter Tail Power Company.

What We Offer

At Otter Tail Power, you'll be part of a team that powers communities while supporting essential business operations behind the scenes. We offer competitive compensation, comprehensive benefits, opportunities for professional growth, and a collaborative work environment where your contributions make a difference every day.

• Competitive wage & benefit package.
  • The expected offer for base compensation for this role is $54,000 - $72,000 annually. The actual compensation within the compensation range will vary based on factors relevant to the position.
  • Incentive plans
  • Employee Stock Ownership options
  • Retirement Savings Fund with employer match
  • Health, disability and life insurance plan options
• Our employees are provided training and development opportunities each year, including education reimbursement. This includes safety - one of our values and key to our success - technical, compliance and developmental training.
• Career development is critical to our long-term success. Otter Tail Power employees have opportunities to participate in various leadership development programs, gain access to an a la carte online leadership course catalog, receive mentorship from current leaders and more!
• Mental health support from the experts at SupportLinc as well as competitive vacation and sick leave to ensure employees are at their best when they’re working.

This role is not eligible for visa sponsorship at this time.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.