Information Analyst
NorthWestern Energy - Huron, SD

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The position, Information Analyst, is an
integral piece of the Business Technology Customer Service Team. The successful candidate will work in a team
environment to provide superior Customer Service support as it relates to front
line Help Desk functions. Working
knowledge of networking and security is required.

Excellent oral and written communication
skills are required. In addition, the
successful candidate must be a self-starter that pursues self-education, is
customer focused, supports the organization’s goals and values, and is willing
to work extended hours as necessary.

While performing the duties of this position
the employee will be required to walk, climb and balance, reach with hands and
arms, sit, stoop, kneel, crawl and crouch under 1/3 of the time. Standing, sitting and using hands to type,
finger, handle or feel will be required more than 2/3 of the time as well as
being able to talk or hear over 2/3 of the time. Employee must be able to lift up to 10 pounds
up to 2/3 of the time and up to 40 pounds under 1/3 of the time. The employee must be able to travel across
the service territory to facilities and operate standard office equipment as
required. The employee is expected to
travel with a laptop computer and other necessary training peripherals. Employee is expected to take laptop home each
night for disaster recovery purposes.

DESCRIPTION OF ESSENTIAL FUNCTIONS

General

·
All
NorthWestern Energy employees are required to adhere to company safety
standards

·
Ensure
all actions are consistent with NorthWestern Energy’s values, mission, goals, strategic
business objectives, Effective Leadership methodology and Code of Business
Conduct and Ethics

·
Maintain
the confidentiality of sensitive information

·
Develop
a high level of knowledge of client's business

·
Engage
with stakeholders, colleagues, and vendors to deliver appropriate solutions

·
Comply
with internal controls, policies, practices, procedures and standards

·
Working
knowledge of SOX compliance

·
Work
in a team environment making positive contributions to team processes and goals

·
Ability
to work remotely from supervisor while positively contributing to the team

·
Undertake
complex projects involving multiple disciplines that may impact multiple
business units

·
Understand
new concepts quickly and apply them accurately throughout an evolving
environment; contribute to the development of new processes and; resolve
complex technical matters

·
Effectively
and efficiently organize, plan, execute and coordinate multiple work
assignments to meet project milestones or established completion dates

·
24
x 7 response required as well as evening and weekend hours when necessary

·
Ability
to balance local immediate needs with longer-term BT strategies and directions

·
Working
knowledge of disaster recovery plans

·
Keep
employees informed concerning technological changes that are taking place in
the organization

Customer Service Support

·
Strong
customer service skills

·
Provide
technical support to end users on a variety of computer hardware, software and
telecommunications issues in a multiple platform environment

·
Respond
to requests via telephone, in person, email or help desk tickets

·
Diagnose,
identify, research and resolve problems

·
Implement
corrective action locally, from remote sites or guide end user through
corrective actions

·
Take
help desk calls or requests via email or ticketing system and work efficiently
to resolve end user issues

·
Set
up new equipment (desktop/laptop), install software and repair hardware

·
Provide
first level phone system support

·
Troubleshoot
and repair network connectivity issues (WAN, LAN, VPN, WLAN)

·
Work
with BT staff on projects and troubleshooting problems

·
Respond
timely to staff requests, resolving issues, documenting changes within
established parameters and escalating those which need higher level review

·
Working
Knowledge of Windows Operating Systems and Microsoft Desktop Applications

·
Working
knowledge of multi-site network configuration

·
Understand
proper change management techniques and follow Change Management procedures and
policies in developing and implementing changes

Security

·
Implement new security controls as
assigned

·
Proactively protect the confidentiality,
integrity and availability (CIA Triad) of networked resources by understanding
concept and responsibility of Business Technology in this area

·
Support OS patch distribution of
workstations and applications

·
Working knowledge Active Directory
design and best practices

·
Working knowledge of Network Access
Control (NAC) devices

·
Working knowledge for Security
Information Management (SIM) concepts

·
Coordinate
and assist with anti-virus applications to ensure workstations are up to date

·
Applicant must have working knowledge
of the OSI model

Networking

·
Understand
network infrastructure of technical environment for a 24/7 operation with locations
in four states

·
Use
networking knowledge to support troubleshooting of computer problems

·
Document
and support disaster recovery plans to ensure smooth and efficient running of
all BT systems in the organization

·
Experience
working with servers and related equipment

·
Good
knowledge of computer security systems and firewalls

·
Working
knowledge of enterprise networking in a Microsoft environment, including Active
Directory, Group Policy, DNS and DHCP, and User Security Understanding of
Microsoft best practices

·
Working
knowledge of TCP/IP, routing and network design

This job description
reflects management’s assignment of essential functions and key
responsibilities. It does not prescribe
or restrict responsibilities that may be assigned.

GENERAL
QUALIFICATIONS

·
Bachelor’s
degree from four-year accredited college with some related experience and/or
training or equivalent combination of education and experience

·
A+
Certification required

·
Adhere
to NorthWestern Energy’s Professional Knowledge Worker Competencies

·
Ability
to read, analyze, and interpret necessary documents and regulations

·
Ability
to write reports, business correspondence, and procedure manuals

·
Ability
to develop positive customer, team and leadership relationships to facilitate
Business Technology business partnerships

·
Excellent
computer skills including spreadsheet applications such as Excel, database,
word processing and application development

·
Strong
organization skills to coordinate workload and employee development

·
Some
travel will be required

·
Strong
written and oral communication skills

·
Strong
documentation skills

·
Strong
troubleshooting skills

·
Must
be able to demonstrate a good safety record

·
Must
possess strong interpersonal communication skills

SELECTION PROCESS

When considering applicants for this
position, the selection process will take into consideration the needs of
NorthWestern, including such factors as reorganization requirements, diversity
opportunities, relocation requirements, employee development and job
succession. If any of the preceding
language conflicts with the applicable bargaining unit agreements, the
bargaining unit agreement will prevail.

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