End User Computing Analyst II

Duquesne Light Company-posted about 1 year ago

Full-time • Mid Level

Hybrid • Pittsburgh, PA

Utilities

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The End User Computing Analyst II at Duquesne Light Company is responsible for providing customer service and technical support for end-user computing devices. This role involves identifying and resolving software and hardware issues, supporting a large number of desktops and laptops, and ensuring compliance with established standards. The position requires a blend of technical expertise and strong customer service skills, with a focus on maintaining efficient operations within a hybrid work environment.

Assist the PC Support team in supporting 2,000+ desktops/laptops, VDI equipment, cell phones and related peripherals.
Receive PC equipment, unbox, inventory and update configuration management database as required.
Image PCs using Microsoft System Center Configuration Manager.
Deploy PCs and cell phones to new hires and current employees during PC Refresh initiatives.
Setup and configure devices including printers, copiers, scanners, monitors, projectors, and other peripherals.
Lead and/or support small to medium projects assigned to PC Support.
Act as a queue manager for tickets assigned to PC Support.
Provide VIP support to senior leadership as needed.
Perform monthly patching of workstations and transient cyber assets on the Critical Infrastructure Network.
Prepare knowledgebase information for the Service Desk and train others on new knowledgebase entries as appropriate.
Provide technical support to users of the company's personal computers and cell phones either by telephone, on-site, or virtual support.
Perform hardware diagnostics and coordinate repairs with Microsoft, HP, Dell, and other vendors as needed.
Resolve known issues based on existing documentation and system knowledge base.
Ensure issues are tracked and maintain communications by providing updates, status, and completion information to the end user.
Close Incidents and Service Requests through ticket management system when complete.
Assist in maintaining an accurate hardware inventory.
Assist with keeping equipment storeroom organized.
Rotating on call shift (1 week per month).

Five or more (5+) years of PC Support experience required.
Experience with Windows 10 and Microsoft Office software preferred.
Experience imaging desktops and laptops with SCCM preferred.
Experience with PC refresh procedures preferred.

Strong Communication skills.
Ability to work well with people.
Impeccable time management skills.
Excellent organizational skills.
High level customer service skills.
Ability to establish working relationships with customers.

Hybrid work model with a minimum of two days in the office.
Commitment to safety and integrity in the workplace.
Opportunities for professional development and community engagement.

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