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PacifiCorp is seeking customer-centric candidates to grow and sustain our commitment to a culture of customer service excellence, environmental sustainability and diversity, equity and inclusion.

General Purpose

Working under limited supervision and following standardized processes, provides computer operations incident and problem resolution in a multi-platform, 24×7 data center operations environment by performing front-line event management for all information technology business critical applications, servers, peripherals, telecommunications, the mainframe, desktops and laptops and IT computing facilities. Resolves routine questions and problems and refers the more complex issues to higher levels. Follows established procedures to provide effective first-tier and second-tier problem recognition, to ensure continuous, uninterrupted service, by troubleshooting, isolation, resolution, and self-directed analysis to restore service affecting all enterprise operations phases.  This role will be responsible for supporting all US-based BHE platforms.

Responsibilities

• Monitors information technology and responds to alerts to support high availability and restoration of services. Applies troubleshooting and technical skills as well as coordinates with company workgroups, internal and external technical service providers, and external business partners to resolve incidents. 
• Ensures compliance with cyber security and operational practices. Creates work tickets to ensure proper tracking, prioritization and escalation of incidents and service requests.
• Responds to and diagnoses first and second-tier problems through troubleshooting and analysis, independently or with other information technology support personnel on server/network, desktop or mainframe applications and hardware systems. Monitors all information technology systems, networks, devices and facilities to proactively identify service impacting events. Provides front-line responses to alerts by analyzing, diagnosing and resolving incidents utilizing knowledge base and a variety of hardware and software diagnostic/testing tools and techniques.
• Acts as the technical liaison support between other information technology groups and the technology resource center.  Confers with internal and external technical support staff including vendors and carriers to work on affected hardware, software and associated peripheral devices including voice and data circuits.  Utilizes technical and troubleshooting skills to work directly with cross-organizational teams and external resources to provide timely resolution to incidents within service level agreements (SLAs).
• Prioritizes actions required on concurrent events identified through automated alerts, monitoring, or direct contact by a company workgroup, internal or external technical service providers or external business partners.
• Coordinates planned outages and maintenance work with internal and external technical service providers as it would integrate with the incident management process.
• Provides limited after-hours support for service desk rollover calls.
• Performs any additional responsibilities as requested or assigned.
   

Requirements

• Bachelor’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 two years additional directly related technical experience is required.) 
• Two years of experience in a technology NOC or integrated operations center role.
• Basic level analysis and design skills involving the ability to gather data on systems issues and the ability to diagnose server, voice or network alerts, events or issues.  
• Basic knowledge of current technologies, tools, applications, and vendors along with understanding of common information architecture frameworks. 
• Professional technical certifications in infrastructure solutions or ability demonstrate equivalent knowledge. 
• Understanding of enterprise monitoring system and experience with disaster recovery plans and related technologies.  
• Demonstrated proficiency in two of the following core disciplines and a balance of advanced skills and knowledge in the remaining disciplines: network device management, firewalls, network switching, windows server administration, linux administration, unix server administration, infrastructure security. 
• Basic knowledge of utility energy management and industrial control networks.  
• Effective oral and written communication skills as well as effective analytical and problem-solving skills. 
• Ability to prioritize and handle multiple tasks and projects concurrently.
   

Preferences

Additional Information

Req Id: 111383 
Company Code: PacifiCorp   
Primary Location: PORTLAND     
Department: PacifiCorp Corporate 
Schedule: FT 
Personnel Subarea: Non exempt
Hiring Range: $ 68,000 – $ 80,000  

Employees must be able to perform the essential functions of the position with or without an accommodation.

At PacifiCorp, we celebrate diversity, equity and inclusion. PacifiCorp 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, medical condition, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.

All offers of employment are contingent upon the successful completion of a background check and drug screening.