Information Technology Support Specialist

COMPANY INFORMATION

Navajo Transitional Energy Company, LLC ("NTEC"), is a wholly owned limited liability company of the Navajo Nation. NTEC owns and operates the Navajo Mine in New Mexico and currently holds a 7% interest in the Four Corners Power Plant located near Farmington, NM. It is the 3rd largest thermal coal producer in the U.S. and also owns and operates large surface coal mines in the Powder River Basin of Montana and Wyoming. NTEC is developing a diversified clean energy portfolio of gas, solar, and CCUS coal fired generation with assets in New Mexico and on the Navajo Nation and has ownership and investments in rare earth minerals mining and lithium mining.

NTEC's sole shareholder is the Navajo Nation. NTEC's purpose is to promote the development of the Navajo Nation's resources and new sources of energy, power, and transmission. NTEC serves vital customer needs for power nationally and internationally. NTEC is committed to the development of the economic, financial, social, and cultural well-being of the Navajo People and the Navajo Nation. NTEC's operations provide thousands of jobs and support numerous community benefit initiatives.

For additional information please visit the company s website:

PURPOSE

The Specialist IT Technical Support III is a member of the Information Systems & Technologies (IS&T) department, responsible for desktop and client network support in a 24x7 environment. This position receives, prioritizes, documents, and resolves end user requests. The Specialist IT Technical Support III handles day-to-day problem-solving and maintenance of the various devices and applications for NTEC employees.

DUTIES AND RESPONSIBILITIES

Perform all tasks with a focus on customer service.

Perform role functions according to established standards.

Work occasional evenings and weekends as required.

Manage service requests for users via the IT Service Management (ITSM) toolset according to service specifications.

Thoroughly document, track, monitor incidents and problems; ensuring timely resolution while adhering to change control procedures.

Setup, install, configure, test, deploy, maintain, upgrade and troubleshoot with external vendors as required.

Maintain existing desktops, laptops and portable devices.

Assist in maintaining workstation security, approved application patches, switches, and firewalls.

Assist in data backup and recovery processes.

Manage and troubleshoot computer equipment, Local Area Network, Wide Area Network (LAN/WAN), including all related switches and peripherals with assistance from supporting teams as required.

Identify areas of opportunity for improvement and problem resolution relating to connectivity and application inter-operability.

Support telecommunications technologies and protocols.

Create, update, maintain, and follow IT procedures and practices.

Collaborate with business unit staff and IS&T team members to ensure all application configurations are consistent across user devices.

Ensure all administrative tasks (i.e. status updates and reports) are completed as required.

Participate in on-call rotation and after hour's emergency support model.

Participate in Service Desk call rotation.

Maintain systems in accordance with data retention policy.

Maintains inventory of parts or components, tracks progress of service requests and updates ticketing systems, and logs repairs and services performed.

Necessary Qualifications:

Knowledge and Relevant Experience

• Bachelor's degree in Computer Science or related field required.
• Minimum 4-year demonstrated experience supporting workstations and phones in a corporate environment.
• A minimum of 3 years of experience working in a semi-directed manner as part of a geographically dispersed team.
• Demonstrated ability to work with a high level of integrity and teamwork.
• Ability to foster a cooperative work environment.
• Minimum of 2 years of experience of Proficient administration of Windows 11 based workstations, printers and other hardware as well as applications in an Active Directory environment.
• Minimum of 4 years Experience with Windows Active Directory: (User/Group Security Management).
• Demonstrate an understanding of IS&T systems interoperation in respect to client server functionality.
• Minimum of 3 years of experience supporting Print Server Services.
• Familiar with Virtual Private Network (VPN) and Virtual Desktop Infrastructure (VDI) Services.
• Excellent verbal and written communication skills in being succinct and non-technical when required.
• Exceptional interpersonal skills, with a focus on listening, appropriate questioning skills and responding objectively to the thoughts and ideas of others.
• Proven ability to conduct research into a wide range of computing issues as required.
• Beginning or working knowledge of Windows PowerShell.
• Applicant mustprovide written letters of recommendations from his or her past two supervisors, who are willing to confirm their recommendations and attest to applicant's strong communication and interpersonal skills, ability to work well with others and prioritize goals and deliverables, and analytical ability to develop solutions for complex problems and work under pressure.

ORGANIZATIONAL FACTORS

The Specialist IT Technical Support III will report directly to the Manager, Service Delivery.