IT Ent Service Mgmt Adviser

About the role

The IT Ent Service Mgmt Adviser will provide leadership for day-to-day technical support for company owned software, systems and hardware used by MidAmerican Energy Company, Berkshire Hathaway Energy and BHE Renewables sites and business critical areas. This position also provides technical support leadership to varying degrees to other Berkshire Hathaway Energy businesses. The adviser will provide oversight and perform liaison activities with desktop support managed services vendor and on site contract staff.

Responsibilities

• Provide leadership for activities related to the desktop support function; provides input into annual performance management assessments; works with our business partners to seek resolution of incidents, requests and problems
• Work closely with the TRC manager to manage all aspects of the desktop support services contract, ensuring the needs of the company are met by enforcing and adhering to the contract, and building and maintaining relationships with outsourced vendor
• Develop and/or implement business objectives, strategies, and plans and oversee daily work functions and sets priority; additionally implement and support company safety and security programs and policies (50%)
• Provide critical input to assist with creating and maintaining the annual capital and O&M budgets; successfully manages budget by understanding monthly expenses and course correcting as needed to be at or under budget (15%)
• Develop project plans, provide direction and coordinate all project activities associated with the installation, testing, evaluation, implementation, and maintenance of operation system software and hardware for the PC based platform; develop the lifecycle projects for desktops, laptops and network printers for technology obsolescence; perform analysis and project PC resource requirements including personnel, software, equipment and facilities (20%)
• Provide technical expertise and assist in the troubleshooting and repair of computer applications, tools, systems and peripheral equipment located throughout the organization (10%)
• Provide input as appropriate related to employee performance (5%)
• Perform any additional responsibilities as requested or assigned including the desktop support analyst role (5-10%)

Qualifications

• Bachelor's degree in information systems, computer science, or related technical field; or equivalent related work experience (typically six years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree)
• Six years' experience in the IT field, including technical support of IT systems and one year in a technical leadership role
• Knowledge of information technology terms, equipment, systems, functions and major vendors
• Solid project management skills with delivery of successful initiatives
• Excellent organization skills; demonstrated ability to work on projects with competing deadlines and to establish goals and workload priorities
• ITIL Foundation or other applicable certification desired but not required
• Effective oral and written communication skills, including presentation skills
• Effective interpersonal skills and customer relationship skills
• Proven analytical and technical PC problem-solving and decision-making skills
• Ability to prioritize and handle multiple tasks and projects concurrently; project management skills
• Ability to travel to company locations as required