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Deskside Support Specialist

Xcel Energy

Xcel Energy

Customer Service
Denver, CO, USA
Posted on Tuesday, June 11, 2024

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you’re looking for.

Position Summary

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.).

Essential 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.

Minimum 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.
  • Ability to adapt to change quickly.
  • Strong organizational and time management skills
  • Excellent verbal and written communication skills
  • Ability and willingness to travel to client sites, as needed.
  • High attention to detail
  • Ability to lift 50 lbs

Preferred Qualifications

  • Experience with device management tools such as Intune, SCCM and Active Directory
  • Experience with pc data analytics tools
  • PowerShell scripting experience

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com.

Non-BargainingThe anticipated starting base pay for this position is: $31.30 to $43.70 per hourThis position is eligible for the following benefits: Spot On Bonus, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Volunteer Paid Time Off (VPTO), Parental Leave

Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

Deadline to Apply: 06/22/24

EEO is the Law | EEO is the Law Supplement | Pay Transparency Nondiscrimination | Equal Opportunity Policy (PDF) | Employee Rights (PDF)

Xcel Energy endeavors to make https://www.xcelenergy.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at recruiting@xcelenergy.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.