Customer Support Specialist - IT - Middletown, PA

Military Spouse Corporate Career Network•Middletown, PA

9d•Onsite

About The Position

As the largest private-sector power producer in the world and the nation's largest producer of clean and reliable energy, Constellation is focused on our purpose: lighting the way to a brilliant tomorrow for all. We have been the leader in clean energy production for more than a decade, and we are cultivating a workplace where our employees can grow, thrive, and contribute. Now integrated with Calpine, our portfolio includes 55 gigawatts of capacity from nuclear, natural gas, geothermal, hydro, wind and solar facilities, with the generating capacity to power the equivalent of 27 million homes. Our culture and employee experience make it clear: We are powered by passion and purpose. Together, we're creating healthier communities and a cleaner planet, and our people are the driving force behind our success. At Constellation, you can build a fulfilling career with opportunities to learn, grow and make an impact. By doing our best work and meeting new challenges, we can accomplish great things. Join us in meeting the country's energy needs today and tomorrow. This position will be 100% onsite at the Crane Clean Energy Center in Middletown, Pennsylvania. Provides day-to-day operational support of the service desk, workplace technologies and devices in accordance with service level agreements and business priorities. Effectively manages client engagements and service requests for both on-site and remote customers. Performs activities related to device lifecycle management such as procurement, provisioning, IMACs (install, move, add and changes), refresh and disposal as well as inventory management. Also, provides technical support for Executive/VIP clients, high profile meetings/events, video conference equipment and BU specific IT requests such as projects, restoration services, storm duty and emergency response as needed.

Requirements

Related experience in desktop support.
Experience with Computer Support, Customer Service, Help Desk, Ticketing System
Demonstrated ability to understand and communicate customer issues
Ability to work independently and collaboratively to support individual, shared and organizational issues, goals and targets
Strong communication skills (verbal and written)
Appropriate technical skills Active Directory, Windows OS, Mac OS, Office 365, Mobile Devices, Business Applications such as Service Now, Asset Suite, etc.
Strong problem-solving skills
Excellent communications skills (written and verbal)

Nice To Haves

Bachelor’s degree in Computer Science
ServiceNow experience
Ability to provide on-call support after normal business hours
A+ and Network+
Customer Service Experience
Knowledge of business practices and processes in ITIL, Agile, etc.

Responsibilities

Provides front-line primary technical request support to end users on various technical issues and problems relating to hardware, software and peripherals.
Responds to, documents and resolves service tickets in a timely manner in accordance with IT Service Level Agreements.
Utilize problem-solving skills to analyze, consult, diagnose and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
Provides support for desktop computer systems, including repair, installation, and testing of systems, peripherals, and software.
Provides support for multiple platforms including desktops, laptops, mobile devices, video conferencing equipment, printers, scanners, and plotters.
Performs remote troubleshooting and guide clients in basic installations
Acts a technical liaison between the business, vendors and IT for technical solution and product evaluations.
Works with project teams to ensure the timely and successful delivery of IT projects related to end user devices or support of hardware related to client engagement.
Perform break fix, end user device service requests for VIP clients
Ensures business continuity during all emergency responses.
Engages in all emergency response situations such as storm support or network outages.
Maintain open line of communication with leadership, the ITOC and point of engagement.
Support CM activities related to new or enhanced Services provided by IT
Create and modify knowledge articles to improve customer experience
Assist in creation of documentation for products and services.
Use best practices to improve products and services provided to business unit partners, and monitor adherence within Team/Group to standards as defined within the Management Model.
Work with vendor partners included but not to limited escalations, escorts, etc..