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Deskside Support Associate Job

Date: Feb 6, 2019

Location: CO - Denver, US, 80202

Company: Xcel Energy

Location(s): CO - Denver

 

Are you looking for an exciting job where you can put your skills, talents and education 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 professional position at Xcel Energy could be just what you’re looking for.

 

 

Summary

Responsible to provide highly responsive tier 1 and 2 technical support to the dedicated energy trading department and/or the senior leadership of Xcel Energy to maximize technology availability and productivity. Provides prompt, courteous and professional desk side, remote and walk-around support to key business customers, as well as informal and one-on-one user training. Act as a point-of-contact for technology service requests, deployment, troubleshooting and repair of desktop and laptop hardware, peripherals and software utilized by energy traders and/or senior leadership (e.g., MS Office Suite, Windows, Internet, intranet, VPN, telephone, voicemail/Unified Messaging, email, proprietary applications, etc.). Provide technology support for special events within Xcel Energy. Candidates must have the ability to be onsite beginning at 6:00am MST (M-F). 

 

Essential Responsibilities

  • Coordinate and manage the technical environment for the key business groups within the corporation; administrative configurations, profiles, network rules, security and desktop software. Provide on-site and remote technical 1st and 2nd level support to identified customers. Troubleshoot hardware, software and infrastructure problems and resolve them in a timely and efficient manner.
  • Direct interaction with the supported business area management when major changes are taking affect and the ability to describe those changes in non-technical terms as needed.  Continually update the business area users and management in regard to IT changes that affect their day to day working environment.
  • Configure, deploy, maintain and relocate desktops, laptops and other peripheral devices as directed for customers.
  • Complete special projects while ensuring as needed, while providing daily desk side support to assigned clients.
  • Use Helpdesk/Request/Problem Tracking system(s) to track all calls received in accordance with the established or documented procedures. Report unusual, alarming, or recurring problems to the appropriate level of management.
  • Maintain working knowledge of all corporate-deployed applications. Install and configure standard applications. Train and instruct users customers as necessary.
  • Execute daily management process activities to identify, prioritize and deliver high-value service assurance for technology equipment and software to critical customer groups.
  • Utilize existing methodologies, structures and reports to facilitate consistent, standardized interaction with business areas supported.
  • Prioritize outstanding issues and manage user expectation. Escalate high priority issues reported using established guidelines.
  • On call support is rotated weekly with one other member of the support team.  3 or fewer calls when providing after hours/on call support.  After hours calls are typically short and involve creating a ticket/calling the Integrated Operations Center to have other teams paged out.  Assist in monitoring major after hours changes by being on bridge calls.  

 

Required

  • High school diploma or equivalent
  • 3 years of experience in PC hardware and software diagnostics, troubleshooting and repair
  • Proficient in the administration of Microsoft operating system
  • Advanced 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 under pressure, manage multiple priorities and to operate as a key contributor within infrastructure services
  • Requires 24 X 7 on-call rotation for customer support
  • Proficient in the use of Microsoft Office suite

 

Preferred

  • Associate's degree in computer science or related field (3 years of related experience would substitute for the degree)
  • Certifications (CompTIA A+, Network+, Security+, MCSE, etc.)
  • Must have the ability to be onsite beginning at 6:00am MST (M-F). 

 

 

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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.
     

 

Posting Notes:  CO - Denver || CO - Denver || United States (US) || Customer And Innovation || 56760:CO Bus Sys Infrastructure || Full-Time || Non-Bargaining ||
 

Requisition Number: 17592

Equal Opportunity Employer: Minority/Female/Disability/Veteran

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


Nearest Major Market: Denver

Job Segment: Network, Sustainability, Gas, Network Security, Technology, Energy, Security