NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ utilities and broadbands across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality driven and valued priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. NISC has been ranked in ComputerWorld’s Best Places to Work for twenty-two years, and we are looking for qualified individuals to join our Team. 

Work Schedule:

• Hybrid (after an initial training period) from either of these office locations:
  
  • Lake Saint Louis, MO
  • Mandan, ND
• Hybrid Schedule: Minimum of working 3 days per week in the office and ability to work up to all 5 days a week in the office, as needed
• Required Days from an Office Location: Tuesday and Wednesday - the third required day will be up to the candidate and their supervisor to choose

Primary Responsibilities: 

This position is an exciting opportunity to be a problem solver on our Technical Support Team, providing quality IT support to NISC customers nationwide in a team environment.  The technical emphasis of this position is supporting NISC value added products such as Document Management (imaging), RemitPlus (electronic check processing solution), VeriFone (payment devices), Call To Order, and AI Assistant in a Linux Server and Windows desktop environment. 

Essential Functions:

• Provide quality customer support as part of the Technical Support Team as follows:
• Incoming phone calls via an ACD (Automatic Call Distribution) environment
• Items assigned to the Tech Imaging Call Center via NISC contact tracking system, customer monitoring dashboard, NISC Community requests, chat, and direct e-mail

• Provide problem resolution for the following technologies:
• NISC developed Document Management (imaging), NISC developed Call To Order, NISC developed AI Assistant, ProfitStars RemitPlus (electronic check processing solution), and VeriFone (payment devices)
• Linux operating system with emphasis on SUSE Enterprise Linux
• Intel based hardware with emphasis on Dell hardware
• Databases with emphasis on PostgreSQL and SQL Server
• Virtualization technologies with emphasis on VMware and HyperV
• Windows operating systems including Windows Server 2024, Windows 11, and Terminal Services
• Peripheral hardware devices such as document scanners, checking image scanners, and VeriFone payment devices
• Mobile applications running on IOS and Android devices
• Network connectivity and security principles as it pertains to Cloud applications and device connectivity
• Craft effective AI Prompts using prompt engineering

• Identify gaps in features and functionality in software and assist with resolution
• Trains customers on Document Management and RemitPlus in the form of a Member Workshop or one-on-one training

Desired Job Experience:

• Excellent knowledge of supporting custom applications at a customer site and in a hosted environment
• Excellent knowledge of supporting hardware and applications in a remote environment, utilizing tools such as Teams, VPN clients, and Dell Remote Access Cards (DRAC)
• Working knowledge of peripheral hardware such as scanners or payment devices
• Working knowledge in the setup and support of Linux and Windows operating systems
• Working knowledge in the setup and support of Dell Intel based hardware
• Working knowledge of Virtual Private Networks (VPN), firewalls, TCP/IP networks and network security
• Basic knowledge of SQL language

Important Skills:

• Strong customer orientation
• Strong problem-solving skills and attention to detail
• Strong verbal and written, interpersonal, and communication skills
• Ability to work independently, as well as in a team environment
• Ability to effectively adapt to change
• Ability to organize and prioritize
• Ability to interact in a positive manner with internal and external contacts
• Ability to maintain the highest level of professionalism, ethical behavior, and confidentiality
• Commitment to NISC's Statement of Shared Values

Desired Education and/or Certification(s):

• High School diploma or equivalency required
• Bachelor’s Degree in a computer-related field or equivalent experience preferred
• Technical Certification preferred

Minimum Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees must be able to see, speak, and hear, to operate computer keyboards or office equipment, and are required to stand, walk, and sit.

Disclaimer: 

Management may modify this job description by assigning or reassigning duties and responsibilities at any time. 

About NISC

National Information Solutions Cooperative (NISC) is an information technology company that develops and supports software and hardware solutions for our Member-Owners who are primarily utility cooperatives and telecommunications companies across the nation. NISC is an industry leader providing advanced, integrated IT solutions for consumer and subscriber billing, accounting, engineering & operations, as well as many other leading-edge IT solutions. At NISC, our focus is service excellence and innovative information technology solutions that enable our Member-Owners to excel in customer service, maximize diversification opportunities, and compete effectively in the changing utility and telecommunications industries.. Today, more than 20 million consumers in all 50 states, American Samoa, Palau, and Canada receive utility or telecommunications services from companies utilizing our advanced information technology systems. As a cooperative, NISC is owned by the users of our systems, our Member-Owners, providing an unparalleled working relationship and inside understanding on industry operations, changes and requirements. Our full complement of software and hardware solutions are... highlighted by innovations such as: Internet bill payment and presentation Graphical and mobile mapping systems Activity costing systems Energy deregulated billing Telecommunications switch provisioning and many others NISC and its subsidiaries employ more than 1,300 individuals in three cities (Lake Saint Louis, MO, Mandan, ND, and Cedar Rapids, IA). Our staff represents a blend of seasoned professionals with in-depth knowledge of the telecommunications, energy and other utility industries along with talented technical engineers skilled in the most effective software development and delivery techniques. We are dedicated to providing quality service to our Members/Customers through unlimited phone support, online user documentation and knowledge bases, hands-on learning opportunities and site visits.

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