Monday, March 23, 2015

Puget Sound Energy - IT Help Desk Support Team Opening

At Puget Sound Energy (PSE) we have a long tradition of service, and an exciting and innovative future ahead!
Consider PSE for the next step in your career.

Help Desk Support #21372

Puget Sound Energy is happy to announce an opening in their internal, IT Help Desk Support team. This unique opportunity will provide end user support and be the first point of resolution for our internal customer base.

Our goal as part of the Integrated Operations Center is to provide a top notch customer experience through various methods – our problem/resolution system, various case studies, our knowledgebase and your technical expertise. This team provides technical service and support to both maintain and uphold an ongoing desktop computing environment. Our number one priority is providing the right expertise while providing a superior customer service experience. Team members are responsible for event management, service request fulfillment, with expertise in incident and problem management ,access provisioning, and continual service improvement.

The Help Desk Support person will respond to phone, email, web ticket and direct communications regarding incidents and service requests. We need someone who is able to resolve moderately complex incidents and service requests by applying training and/or experience in carrying out a structured problem-resolution process. The ideal candidate will be able to skillfully use incident-resolution resources such as the knowledge management database, service management toolset, standard references, scripts, and resource guides. We need this person to be able to follow escalation procedures and to refer problems to Tier 2/Tier3 support staff. This role uses a service management toolset for documenting, tracking, escalating and resolving incidents and requires general knowledge of company products and services. This role will have the opportunity to apply training and/or experience to resolve specialized or more complex Tier 1 problems.

This is an excellent opportunity to play an integral role within PSE to help us better serve the environment, our customers and the communities in which they live. PSE provides an environment where all employees are valued, respected and provided with the opportunity to achieve maximum performance. We offer a comprehensive pay package that includes competitive compensation, annual goals-based incentive bonuses, comprehensive cafeteria-style benefits, 401(K), OR a company paid retirement pension plan, and an employee assistance and wellness program. Gain the energy to do great things through a career with Puget Sound Energy!

* Completion of specific vocational training such as a one- to two-year job-focused training program (eg computer operations or customer service training)
* Work that requires company or directly applicable experience gained in a job or position either at PSE or in the same job in another organization
* Demonstrated experience or skills in one or more of the following:
o Participation on multidisciplinary, high-performance work teams/groups.
o Participation in successful implementation of new technology and processes.
o Successful experience in working with customers to develop effective solutions to diverse and complex business problems.
o Proven initiative, good judgment, and ability to achieve results.
* Ability to troubleshoot, analyze and solve routine technical support problems.
* Good understanding and knowledge for the area supported.
* Strong communications skills and ability to interact effectively with internal contacts
* Ability to work well with a team in a fast-paced, constantly changing environment, and follow instructions from supervisors and senior colleagues.

* 2-3 years of experience in an IT support or technical environment, with significant PC or client/server platform experience.
* Knowledge of PSE applications/procedures and processes ( and associated intranet web pages, Remedy, Move, Adds & Changes (ISR’s), Change Control, LAN & Mainframe printing, MS Office products, SAP, CLX, Mainframe, Telephone (analog/VoIP), Radio and Transmission).
* Familiarity with web tools and technology (eg HTML, HTTP, Perl, CGI), understanding of network issues, ideally possesses relevant server experience (eg news server, mail server).
* Previous experience in LAN/network administration or systems administration in a relevant computing environment (eg Unix, NT).
* Strong understanding of TCP/IP, routers, switches, hubs, firewalls, domains, DNS, DHCP and subnets.
* Microsoft Certified Systems Engineer (MCSE).
* Microsoft Certified Professional (MCP).
* Microsoft Certified IT Professional (MCITP).
* Cisco Certified Network Associate (CCNA).
* Computing Technical Industry Association (CompTIA) Network +.
* Computing Technical Industry Association (CompTIA) A+.

PSE is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, age, protected veteran status, disability status, or any other characteristic protected by law. We encourage persons of diverse backgrounds to apply.

Should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources Staffing department at or 425-462-3017.
Please apply online at