Deskside Support Specialist

Xcel Energy•Denver, CO

1d•$33 - $46

About The Position

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. Deskside Support Specialist 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.). 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 . All Xcel Energy employees and contractors share responsibility for protecting the company's information and systems by adhering to cybersecurity policies, standards, and best practices, recognizing that cybersecurity is everyone's responsibility. ACCESSIBILITY STATEMENT 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.

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.

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.

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.