Job Description

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day!

Position Summary

The position is responsible for providing tier 2, and tier 3 maintenance and 24/7/365 support for CPS Energy desktop computers, office and rugged laptop computers, tablets, smart phones, satellite phones, handheld devices, Personal Digital Assistants, print/copy/scan/fax and Multi Function Printer devices, video conferencing, and audio/visual equipment. Level of support includes but may not be limited to software installation and configuration, implementation of hardware and software according to department standards and procedures, device activations and repairs, and testing and evaluating new devices, analyze, troubleshoot and resolve the technical issues.

Grade: 13
Qualifications may warrant placement in a different job level.
Deadline to apply: Open until filled

Tasks and Responsibilities

• Equipment procurement and supply management
• Asset Tracking and Management
• Software installation, configuration, updates, imaging and deployment of computers, laptops, tablets, smart phones and any end user devices
• Implementation of hardware and software according to department standards and procedures
• Enterprise support for Audio/visual, Print/Scan/Fax, Conference Room and other company events
• Executive IT support for C-level suite and the senior leadership team
• Coordinate with other IT technical teams, business units and vendors as needed for daily support
• Service Request management, tracking, and fulfillment with emphasis on meeting established SLAs
• Direct Desktop Support Project Management processes to lead IT site activities, including but not limited to:
• Coordination with project leaders, managers, and technical leads to facilitate comprehensive project strategy
• Clear identification and appropriately directed communication of interdependencies
• Developing the IT environment: Participate in transformation projects and in the improvement of IT tools and processes
• Lead and assist with root cause analysis as it relates to desktop computers and all peripheral devices
• Ability to explain technology concepts/procedures/policies in a non-technical way; collaborating and coordinating with members of other teams to track, isolate and resolve technical issues
• Provide on-site and remote support, analysis, diagnostics, and resolution of desktop related issues
• Leading IT projects, providing guidance and subject matter expertise
• Create and review process documentation for the installation, troubleshooting and training of equipment
• Ability to analyze processes and recommend improvements to increase efficiency
• Actively participate in projects to implement new systems, upgrade current system, and decommission aged equipment
• Monitor, troubleshoot and perform in depth root cause analyses of operational problems impacting critical systems
• Mentor and train lower level support staff
• Highest level subject matter / technical expert and may include limited supervisory responsibilities
• Communicate effectively thru email, text, chat and verbal conversation
• Research, identify and develop alternative solutions when new problems are encountered
• Report situational status of problem timeliness and resolution details to management
• Create and present operational summaries for team and leadership awareness
• Participate in strategic planning and technology road mapping
• Required call duty rotation to provide 24 x 7 support
• Strong focus on strategic and operational goals
• Maintain technical skills through independent research and training
• Perform other job duties as assigned based on the business need

Minimum Skills

Minimum Knowledge and Abilities

Extensive knowledge in the installation, configuration, support and troubleshooting of personal computers and PC hardware.

Strong analytical and problem-solving abilities.

Highly effective interpersonal and customer service skills.

Ability to provide on-call after hours support on a rotational basis.

Experience in planning and executing multiple project schedules simultaneously.

Proficient in Microsoft office Suite installation, use, support and troubleshooting in a Windows enterprise environment.

High level of accuracy and attention to detail.

Advanced knowledge of Conference Room Collaboration tools.

Ability to train and provide guidance to lower level support staff.

Advanced understanding of mobile device deployment, troubleshooting and management.

Ability to provide recommendations with independent decision making which support organizational goals and objects.

Well developed written and verbal communication skills at all levels of personnel.

Proactively seeks out and engages in challenging assignments that positively impact the organization.

Ability to effectively manage sensitive and highly confidential information.

Experienced with financial and operational analytics.

Strong ability to install and troubleshoot software.

Advanced understanding and execute contracts and work orders.

Experience in working with complex data.

Ability to excel under pressure.

Comfortable with change and the ability to adapt to the changing needs of the organizations standards, policies and processes.

Preferred Qualifications

• Associates degree or higher
• A+, Network+, CCNA, or Microsoft certifications

Competencies

Working with Ambiguity

Driving Continuous Improvement

Evaluating and Implementing Ideas

Delivering High Quality Work

Communicates Effectively

Displaying Technical Expertise

Minimum Education

High School Diploma or GED Equivalent

Required Certifications

Working Environment

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator.

Ability to travel to and from meetings, training sessions or other business related events.

Physical Demands

Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.

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