Desktop Support

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. That’s why we’re always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.
We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:
Living Spire Behaviors
•    We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
•    We Care: We create good memories by treating people how we want to be treated: We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
•    We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
•    We Have Perspective: We strive to gain additional perspective about Spire’s business and the ever-changing energy industry. We know that every employee plays an important role in Spire’s success, and we give our best to better understand how to help move the company forward.
 

Summary

Spire is seeking a Technical Services Administrator to provide support to Spire Storage and other personnel, resolving hardware and software application issues, executing routine system support tasks, performing troubleshooting on complex issues, correcting problems and documenting corrective actions. The position is also responsible for the daily operations, services and support of the network and server solutions in our Evanston, WY locations.

Duties and Responsibilities

•    Schedule, image and deploy computer equipment, application software and application updates using an endpoint management tool
•    Configure and deploy laptops, desktops, tablets, printers, scanners, and other peripherals and execute annual device replacement
•    Troubleshoot PC hardware and software problems, working with end users to obtain requirements to correct issues and determine next phase for correcting current and/or eliminating future issues
•    Document all requests for support and their resolution through our Information Technology Services Management (ITSM) tool
•    Using our internal inventory and status tool, record and update the status of devices as they move from inventory through deployment and into retirement
•    Assist in maintaining server applications as assigned
•    Using the level of administrative rights granted, make the necessary system updates and/or upgrades as directed
•    Assist with testing new or updated training documentation
•    Research end-user problems and provide accurate resolution to the user community in a timely and effective manner
•    Monitor the ITSM queue and accept transfer calls from Tier I support team, responding with accurate, complete and timely issue resolution
•    Analyze problem history to determine ways to eliminate recurring problems; collaborate with Engineering when necessary to resolve the problem
•    Provide support to customers in the form of setup, training and troubleshooting on Unified Communications devices, including mobility and collaboration tools.
•    Support the Unified Communications team with by providing support for Audio Visual devices throughout the Spire locations
•    Work with Tech Services, Server and Network teams to proactively plan and execute upgrades to hardware and software
•    Install and maintain network and server configurations, network gear and related components, and monitor the operation and performance of server and network infrastructure
•    Notify team members in a timely manner of service interruptions or other significant issues
•    Adhere to all procedures as pertains to Sarbanes-Oxley and update procedures as necessary
•    Participate in trending and forecasting of usage and services to ensure network is operating at optimal performance
•    Communicate effectively with the team by:

• Attending and participating in regular status meetings
• Updating issues in the ITSM tool and the related knowledge base and SharePoint site with resolutions and guidance

Essential Characteristics and Competencies

•    Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives 
•    Ability to adapt in a fast-moving and changing culture
•    Ability to work independently and manage time effectively to meet individual goals and deadlines
•    Ability to work as part of a team and display a positive attitude in a dynamic environment
•    Ability to remain patient, calm and effective in high-pressure situations 
•    Ability to take initiative and do what needs to be done without being asked to do so
•    Desire to enhance personal knowledge and skillset with a continuous improvement mindset
•    Ability to respond positively to challenges and problems
•    Commitment to improving the customer experience; devoted to customer success
•    Believes in a non-hierarchical culture of collaboration, transparency, and trust
•    Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people

Supervisory Responsibilities

N/A

Required Education (certifications, licenses)

•    Bachelor’s degree in Information Technology or related field, or equivalent work experience
•    High School Diploma
•    Microsoft Certified Professional (MCP) preferred
•    Microsoft Certified Solutions Associate (MCSA) Windows 7 or higher preferred
•    Microsoft  A+ Certification preferred
•    Valid Driver's License
 

Required knowledge, skill and abilities

•    Ability to complete work assignments by due dates and deliver projects per an agreed schedule
•    Requires good communication skills and the flexibility to work with users at all levels
•    Requires good judgment and organized methods in all facets of assigned duties.  Requires sound judgment and decision-making skills to support the constantly changing computer environment 
•    Ability to apply critical thinking skills to technical issues and problems
•    Ability to work in a team environment

•    3 - 5 years direct work-related experience required, including Tier I support, desktop and server operating systems, spreadsheet, word processing, email, PC database software and substantial working knowledge of PCs, PC applications, and PC setup options
•    Good understanding of networking, including how routers, switches, hubs, NICs, bridges, and firewalls work in a network environment
•    Experience with installation, diagnostics and testing of office and operations computer hardware and software
•    Working experience with commonly used concepts, practices, and procedures of LAN/WAN technologies
 

Physical demands, environment and schedule

•    Office and Service Locations Environment
•    Normal 40 Hours work week - required participation in on-call rotation, including after normal work hours and on weekends
•    Department coverage is 7am to 5pm with flexibility in schedules to allow for full coverage
•    Requires Normal Physical Stamina – Routinely requires lifting computer hardware weighing up to 25 lbs.
•    Occasional Overtime and Travel may be required as ITS and teams are dispersed across locations
 

Competencies

Posting Requirements

Spire accepts online applications through our career site at jobs.spireenergy.com

Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer. 

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.