Deskside Support Associate Job Full Time

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 tool support to the executive leadership of Xcel Energy in order 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 executive leadership (e.g., MS Office Suite, Windows, Internet, intranet, VPN, smart phone / mobile device, voicemail/Unified Messaging, email, proprietary applications, etc.). Provide technology support for executive and special events within Xcel Energy.

Essential Responsibilities
 

• Coordinate and manage the technical environment for the executive leadership team 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.
• 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.

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 for customer support (average 2-3 after hour calls per week)
• Proficient in the use of Microsoft Office suite

Preferred
 

• Associate's degree in Computer Information Systems or related field (3 years of related experience would substitute for the degree)
• Mobile device configuration and support (iOS and Android)
• Must have the ability to work onsite 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: 20293

Equal Opportunity Employer: Minority/Female/Disability/Veteran

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