Sr End User Analyst 4

Duquesne Light Company • Pittsburgh, PA

76d

About The Position

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania. Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team! The Sr End User Analyst IV primary responsibility is to provide technical assistance to end users on a variety of tasks such as identifying, researching, and resolving complex technical issues, leading special IT projects to support strategic desktop initiatives, and providing advanced desktop support. The technical specialist will take part in the company's critical infostructure end user hardware program. The technical specialist will be asked to take the lead on large-scale and technically complex companywide projects and initiatives. Additional areas of responsibility include developing and maintaining standards, end user computing product roadmaps, device refresh, troubleshooting and resolving computer hardware, peripherals and software application Issues, performing maintenance, inventory management, placing orders, and solving applications issues of medium to high complexity, and educating users on proper usage. Key responsibilities include resolving issues in person or remotely, documenting problems, maintaining system security, and collaborating with other IT professionals to ensure smooth technological operations. The analyst will work closely with Project Managers, Supervisors, and members of other teams. This role will also serve as a mentor to less experienced team members.

Requirements

• Bachelor's Degree in [Type the desired degrees here]
• 5+ years of related experience required.

Nice To Haves

• In depth knowledge of personal computer hardware and software.
• Ability to mentor, develop, and provide feedback to a technical team.
• Proven ability to diagnose and resolve complex technical issues.
• Experience managing and supporting Windows 11 and related software.
• Experience with IOS devices and Intune.
• Experience with Microsoft System Center Configuration Manager.
• Experience refreshing old hardware with new, migrating user data, and updating software and drivers.
• Experience working in environment that has embraced the ITIL framework.
• Ability to multi-task between priorities.
• A strong commitment to providing excellent customer service and managing customer expectations.
• Help develop and execute long-range plans for computer acquisitions and replacements.

Responsibilities

• Lead the PC Support team in managing and supporting 2000+ desktops/laptops, iPads, and related peripherals to ensure they comply to hardware, security, software, and operating system standards.
• Monitor and Analyze support metrics to identify trends, implement improvements in people, process and technology for improved efficiency and customer service.
• Assist with training team members in process and technology.
• Supervise the teams ticket life cycle of all incidents, requests and problems, ensuring SLAs are met.
• Own and act as an escalation point for complex technical issues and customer escalations.
• Work with other IT departments to ensure seamless integration and resolution of cross-functional technical challenges.
• Create new and mature existing policies and procedures including Knowledge Base.
• Ensure security compliance with hardware and software.
• Functions as a technical SME in the companies CIP environment to manage the desktop computing environment, including operating system/BIOS upgrades, development, maintenance, and versioning of the operating system build, as well as application installation and system configuration manipulation using automation.
• Lead large complex projects related personal computers, tablets, rugged devices, and accessories.
• Work with the server intel team to build SCCM packages for deployment.
• Ability to effectively communicate and interact with stakeholders of all organizational levels regarding all matters, included but not limited to planned maintenance windows, technical and cyber initiatives, etc.
• Ability to act as a project manager for large upgrades and deployments.
• Identifies best practices, standards, and improvements to achieve high quality services/products.
• Maintain accurate CMDB inventory including place hardware orders as needed to meet PC refresh life cycle targets.
• Proficient with advanced technical troubleshooting and support.
• Rotating on call shift (1 week per month).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Utilities