Senior Deskside Support Specialist

Xcel Energy•Minneapolis, MN

1d•$37 - $55•Hybrid

About The Position

Serve as a leader in diagnosing and developing solutions from a data, information, and process perspective. Lead analysis in research, extraction, and interpretation of data findings. Proactively create hypotheses and analyze past historical information looking for trends and areas for improvement. Intimately understand the business and/or information challenge within the business units. Offer suggestions for improvement and/or further research into data findings or process issues. Develop and leverages a thorough understanding of Xcel Energy applications and infrastructure to increase efficiencies, ensure consistency, and add value. Act as an expert and point-of-contact for technology service requests, deployment, troubleshooting, and repair of desktop and laptop hardware, peripherals, and software.

Requirements

Associate degree or Certifications (preferred in IT related field) or equivalent experience; and minimum 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).
Excellent 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 guidance, mentoring, and coaching to technicians to ensure they have the information and processes needed to accomplish their job responsibilities.
Prioritize and mentor others on complex issue resolution.
Anticipate, develop, and coordinate special projects in conjunction with operations leadership.
Determine and develop operational improvements, track results and ensure tangible improvements are documented and communicated.
Assess, enhance, and upgrade technical areas and work with system owners to address system issues and improve performance.
Ensure system changes are incorporated and communicated effectively.
Maintain process documentation and steps for supporting all applications.
Understand, anticipate, and manage user expectations.
Expedite and resolve escalations and issues needing advanced technical or customer service ability.