Desktop & Mobile Support Specialist 2

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. 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
• 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
• Review process documentation for the installation, troubleshooting and training of equipment
• Ability to review processes and provide feedback and recommendations
• handles projects to implement new systems, upgrade current system, and decommission aged equipment
• Troubleshoots and performs analyses of operational problems impacting critical systems
• General understanding of programs and systems
• Communicate effectively thru email, text, chat and verbal conversation
• Research solutions to identify resolution path
• Ability to report situational status of system outages and resolution timelines
• Create knowledge articles to document repair steps and procedures
• Required call duty rotation to provide 24 x 7 support
• Ability to install software and troubleshoot issues
• Relocation of computers and mobile devices
• Familiar with video conferencing equipment use
• Maintain technical skills through independent research and training
• Perform other job duties as assigned based on the business need

General knowledge in the installation, configuration, support and troubleshooting of personal computers and PC hardware. Analytical and problem-solving abilities. Effective interpersonal and customer service skills. Ability to provide on-call after hours support on a rotational basis. Familiar with executing multiple project tasks simultaneously. Proficient in Microsoft office Suite installation, use, support and troubleshooting in a Windows enterprise environment. Strong documentation skills. General knowledge of Conference Room Collaboration tools. General understanding of mobile device deployment, troubleshooting and management. Ability to make decisions which support organizational goals and objects. Possesses written and verbal communication skills at all levels of personnel. Work in challenging assignments that positively impact the organization. Manage sensitive and confidential information. General understanding of financial and operational goals. Ability to install and troubleshoot software. General understanding of contracts and work orders. Ability to excel under pressure. 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 Establishing Relationships Driving for Results Demonstrating Initiative Communicates Effectively Delivering High Quality Work Championing Customer Needs 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, &/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.

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!