Job DescriptionProvides advanced technical support for end user problems with hardware and software, network connectivity and other computer related problems. Support responsibilities include; PCs, laptops, tablets, and hybrid hardware/software imaging setup and configuration; remote control, phone installation and repair, mobile device and PC hardware/software trouble shooting as well as working with other IT teams to provide technical assistance as required.
Additionally, the position is responsible for providing high-quality support to a senior executive. This requires exceptional professionalism, discretion, and a focus on ensuring technology readiness and stability for highly visible, business-critical activities such as major meetings, executive travel, public appearances, and board functions.
ResponsibilitiesAdvanced End-User Support & Troubleshooting
- Provide independent, concierge end user technical support with a high degree of autonomy.
- Provide proactive, concierge-level desk-side support for the senior executive and executive assistant.
- Coordinate configuration/installation and troubleshooting of PC hardware and software; implement hardware and software testing.
- Deliver onsite and remote troubleshooting for hardware, software, mobile devices, conferencing, and connectivity; support Windows-based laptops, peripherals, and executive workspaces.
- Conduct regular health checks, updates, and optimization of executive devices; monitor and identify potential issues to prevent disruption.
- Ensure technology is prepared and verified each morning prior to executive arrival; provide zero-downtime support during critical meetings, travel, public events, and board activities.
- Provide expert support for Microsoft Teams meetings, including executive leadership sessions; set up, test, and troubleshoot Teams Rooms systems and conference room AV components (microphones, cameras, displays).
- Support third-party conferencing such as Webex or Zoom as needed.
- Work with other IT departments as needed to support IT infrastructure and applications.
- Support iPhone/iPad devices (setup, app support, security, connectivity, enterprise integrations).
- Act as a liaison relating business issues to technical teams.
- Collaborate with engineering, infrastructure, and application teams for escalated or specialized support.
- Develop, complete and document processes and procedures according to corporate standards.
- Provide hands-on assistance with voice systems (desk phones, call routing, softphone tools).
- Other Duties
- Perform other tasks as requested or assigned.
- Remaining availability outside of executive support may include assisting with service desk quality assurance processes and supporting service management initiatives.
QualificationsBachelor's Degree in Computer Science, Information Technology, or related field; or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a Bachelor's degree. A minimum of three years additional directly related technical experience is required.)
- Five years of hands-on experience in a technical support role which includes desktop support responsibilities.
- This role requires a 6:30 AM start time and occasional after hours and weekends and on-call availability.
- Excellent independent troubleshooting and resolution skills over multiple technologies.
- Excellent verbal and written communication skills.
- Ability to work well independently and with others.
Preferred Qualifications: - Experience deploying Apple products such as MacBook, Mac Mini, Mac Studio, and iPad pro.
- Experience supporting Apple hardware remotely.
About UsMidAmerican Energy Company, a Midwest utility, provides regulated electric and natural gas service to more than 1.6 million customers in Illinois, Iowa, Nebraska and South Dakota. The company owns and operates a portfolio of power-generating assets, approximately 61% of which is wind generation.
About the TeamMidAmerican Energy Company is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law. Employees must be able to perform the essential functions of the position, with or without an accommodation.
