Service Desk Technician I

RiseMe; Glen Allen (VA); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Pension plan

Medical insurance

Dental

Vision

401(k) company match

Vacation based on experience

Sick time accrual

Holiday pay

Job summary

Old Dominion Electric Cooperative (ODEC) in Glen Allen, VA seeks an entry-level IT support specialist to deliver first-line technical assistance for employees and contractors. You will resolve hardware, software, and connectivity issues, log and close tickets, and support field users with mobile devices and rugged laptops.

The role emphasizes security, incident handling, and knowledge sharing, including after-hours on-call duty in a regulated utility environment.

Qualifications

• 1 year of experience diagnosing Windows systems, mobile devices, printers, and PC hardware.
• 1 year of help desk or service desk experience from coursework or internships.
• Experience with Windows domain environments and basic security concepts.

Responsibilities

• Serve as the first point of contact for hardware, software, account, and connectivity issues.
• Log, classify, prioritize, and resolve incidents in the IT ticket system per SLA.
• Reset passwords and process access requests under least-privilege rules.
• Troubleshoot Windows workstations, printers, VPN, MFA, and Microsoft 365 apps.
• Image, deploy, and inventory PCs; assist with new-hire setups.
• Escalate OT/SCADA-related incidents to the OT team as needed.
• Follow cybersecurity and records-retention procedures; create knowledge articles.
• Participate in after-hours on-call rotation.

Skills

Windows support

Mobile device support

Printer support

IT ticketing

MDM

Active Directory

Cybersecurity basics

Education

High school diploma or GED

CompTIA A+ or Network+ (required)

Tools

IT ticketing system

Microsoft 365

Job description

Incorporated in 1948, Old Dominion Electric Cooperative (ODEC) provides reliable, cost-effective, environmentally balanced, wholesale electric services to our 11-member distribution cooperatives in Virginia,Marylandand Delaware. Our core business is generating,purchasingand delivering electricity to our members. ODEC is a not-for-profit generation and transmission cooperative thatoperatesfor the benefit of our members, who are our owners.Our office is located in Glen Allen, Virginia.

Purpose of Job

Provides first-line technical support to employees and contractors supporting ODEC's core business of purchasing, generating, and delivering electricity to our members. Serves as the primary point of contact for IT support and technical issues impacting office employees, generation site personnel, and mobile workers.

Work is performed in a regulated utility environment where availability, security, and careful handling of operational technology (OT) matter as much as customer service.

Essential responsibilities include

• Serve as the first point of contact for hardware, software, account, and connectivity issues by phone, ticket, chat, email, and walk-up..
• Log, classify, prioritize, and resolve incidents in the ODEC IT ticket system; document steps and close tickets in a timely manner following any set SLA.
• Reset passwords, unlock accounts, and process access requests under least-privilege and change-control rules.
• Troubleshoot Windows workstations, laptops, printers, desk phones, mobile devices, VPN, MFA, and standard office applications (Microsoft 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, and connectivity used daily by ODEC team members.
• Escalate incidents that touch SCADA/EMS/ADMS, historian, or other OT/ICS systems to the designated OT team. Do not change OT systems without authorization.
• Follow NERC CIP, cybersecurity, and records-retention procedures for access, removable media, and visitor/contractor support.
• Create and update knowledge-based articles and simple how-to guides.
• Participate in after-hours on-call rotation as assigned.

Work Experience

• 1 year of experience diagnosing and resolving issues related to Windows systems, mobile devices, printers, and working with Laptop and Desktop PC hardware from coursework, military training, self-study, or internships.
• 1 year of help desk, computer support, or intern experience from coursework, military training, self-study, or internships.
• 1 year of service desk support experience from coursework, military training, self-study, or internships.
• 1 year of system implementation experience from coursework, military training, self-study, or internships.
• Understanding laptop and desktop imaging and deployment is a plus.

Critical Knowledge,Skillsand Abilities

• Knowledge of business continuity and disaster recovery principles.
• Knowledge of enterprise infrastructure and information security principles.
• Knowledge of project management software and tools.
• Knowledge of end-user PC software, including PC imaging technologies.
• Knowledge of desktop and laptop imaging technologies.
• Experience supporting enterprise email systems across desktop, web, and mobile platforms.
• Knowledge of user identity and access management within Active Directory or equivalent directory services.
• Knowledge of Microsoft Windows desktop operating systems.

Education

• High school diploma or GED; associate degree in IT, computer science, or related field preferred.
• CompTIA A+ or Network+ (required without an associate degree in an IT field of study).

Travel details

Occasional overnight travelrequiredin this position.

Working Conditions and Physical Demands

• This employee works in a normal office environment.
• Occasional travel is required in this position.
• Enter data using hand/eye coordination.
• Spend prolonged time viewing digital screens.
• Work a full 8-hour day with occasional evening and weekend work.
• Occasionally lift or move up to 50 lbs.
• Connect computer equipment under desks and tables and through raised computer room floors, which may require bending, stooping, crouching, and/or lying on the floor.
• Interact effectively with others through verbal communication, video, email, and text.

Compensation range: $26.39/hour to $38.14/hour

• We offer a competitive salary
• defined benefit retirement security (pension) plan
• medical
• dental
• vision
• 401(k) company match
• vacation based on relevant years of experience
• generous sick timeaccrualand holiday pay
• many other benefits offerings

ODEC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,compensationand training.