Deskside Support Specialist

Xcel Energy•Minneapolis, MN

1d•$32 - $47•Hybrid

About The Position

Provide highly responsive tier 1 and 2 technical support to the contractors and employees of Xcel Energy in order to maximize technology availability and productivity. Provide prompt, courteous, and professional deskside, remote, and walk-up support to business customers. Act as an expert and point-of-contact for technology service requests, deployment, troubleshooting, and repair of desktop and laptop hardware, peripherals, and software. (e.g., MS Office Suite, Windows, internet, intranet, VPN, email, proprietary applications, etc.).

Requirements

Associate degree or Certifications (preferred in IT related field) or equivalent experience; and minimum 2-5 years of experience in PC hardware and software diagnostics, troubleshooting, and repair.
Proficient in the administration of Windows and MS Office.
Expert knowledge of current PC technology, operating systems, applications, devices and networking (wired /wireless).
Experienced customer service, troubleshooting, problem solving and customer facing skills.
Ability to work/lead tech support under pressure, to manage multiple priorities, and to operate as a key contributor within technology services.

Nice To Haves

Effectively executes leadership priorities and initiatives, ensuring alignment with organizational goals and strategic objectives.

Responsibilities

Provide hardware and software technical support for contractor and employee PCs both remotely and deskside.
Use Xcel admin tools to ensure efficient issue resolution.
Enforce Xcel IT policies and procedures.
Configure, deploy, maintain, and relocate desktops, laptops and other peripheral devices as directed for customers.
Use ITSM system(s) to track all issues in accordance with the established or documented procedures.
Report and follow up on unusual, alarming, or recurring problems to the appropriate level of management.
Utilize existing methodologies, structures, and reports to facilitate consistent, standardized interaction with business areas supported.
Improve Deskside Support operations through regular process improvement and challenging the current environment to improve.
Prioritize outstanding issues and manage user expectations.
Expedite and resolve escalations and issues needing advanced technical or customer service ability.
Provide training to new technicians and contractors to ensure process compliance and high efficiency of operations.
Regularly communicate and collaborate.
Maintain inventory at selected sites.
Ensure proper receipt procedures and equipment movement throughout the region.