IT Service Desk Specialist - Windows, VPN & Security

Old Dominion Electric Cooperative (ODEC); Glen Allen (VA); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Pension plan

Medical

Dental

Vision

401(k) company match

Vacation

Sick time

Holiday pay

Job summary

Old Dominion Electric Cooperative (ODEC) seeks an IT Help Desk Specialist to provide first-line technical support for employees, contractors, and site personnel in a regulated utility environment. You will be the primary contact for hardware, software, accounts, and connectivity issues.

Responsibilities include logging and resolving incidents, imaging devices, supporting field devices, escalating OT/ICS issues, enforcing cyber/records-retention procedures, and contributing to knowledge bases.

Qualifications

• 1 year of experience diagnosing and resolving Windows, mobile devices, and PC hardware.
• 1 year of help desk or service desk experience from coursework or internships.
• 1 year of system implementation experience.
• Experience imaging and deploying laptops/desktops is a plus.

Responsibilities

• Serve as the first point of contact for hardware, software, accounts, and connectivity issues by phone, ticket, chat, email, and walk-up.
• Log, classify, prioritize, and resolve incidents in the IT ticket system; document steps and close tickets per SLA.
• Reset passwords, unlock accounts, and process access requests under least-privilege rules.
• Troubleshoot Windows workstations, laptops, printers, desk phones, mobile devices, VPN, MFA, and MS 365.
• Image, deploy, and inventory PCs and peripherals; assist with new-hire and transfer setups.
• Support field and operations users: ruggedized laptops, iOS/Android devices, MDM, connectivity.
• Escalate OT/ICS incidents to the OT team; do not change OT systems without authorization.
• Follow NERC CIP, cybersecurity, and records-retention procedures.
• Create and update knowledge-based articles and simple how-to guides.
• Participate in after-hours on-call rotation as assigned.

Skills

Windows troubleshooting

Mobile device support

Printer support

Laptop/Desktop imaging

MDM management

Active Directory management

Customer service

Education

High school diploma or GED

Associate degree in IT or related field preferred

CompTIA A+ or Network+ certification

Tools

Ticket system

VPN

MFA

Microsoft 365

Job description

Old Dominion Electric Cooperative (ODEC) seeks an IT Help Desk Specialist to provide first-line technical support for employees, contractors, and site personnel in a regulated utility environment. You will be the primary contact for hardware, software, accounts, and connectivity issues.

Responsibilities include logging and resolving incidents, imaging devices, supporting field devices, escalating OT/ICS issues, enforcing cyber/records-retention procedures, and contributing to knowledge bases.