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Senior Deskside Support Specialist
Xcel Energy. Lead diagnosis and development of solutions from a data, information, and process perspective .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in PC hardware and software diagnostics, troubleshooting, and repair, while effectively leading technology service initiatives and mentoring team members. Proficient in analyzing data to identify trends and operational improvements, ensuring efficient communication and documentation of processes.
Highest-signal resume keywords
PC Hardware DiagnosticsWindows AdministrationMS Office ProficiencyCustomer Service SkillsTechnical Troubleshooting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
PC HardwareSoftware DiagnosticsTroubleshootingData AnalysisProcess ImprovementNetworkingOperating SystemsTechnical SupportHypothesis CreationSystem Performance Enhancement
Soft Skills
Problem SolvingMentoringCoachingCommunicationCustomer Facing Skills
Tools & Technologies
Xcel Energy ApplicationsDesktop HardwareLaptop HardwarePeripheralsSoftware Deployment
Certifications & Qualifications
Associate Degree in ITIT Certifications
Industry Keywords
Technology ServicesOperational ImprovementsProcess DocumentationUser Expectations ManagementEscalation Resolution
About the role
Key responsibilities & impact- Lead diagnosis and development of solutions from a data, information, and process perspective
- Lead analysis in research, extraction, and interpretation of data findings
- Create hypotheses and analyze historical information for trends and improvement opportunities
- Understand business and information challenges within business units
- Suggest improvements and further research into data findings or process issues
- Develop and leverage understanding of Xcel Energy applications and infrastructure to increase efficiencies and add value
- Serve as expert point-of-contact for technology service requests, deployment, troubleshooting, and repair of desktop and laptop hardware, peripherals, and software
- Provide guidance, mentoring, and coaching to technicians
- Prioritize and mentor others on complex issue resolution
- Anticipate, develop, and coordinate special projects with operations leadership
- Determine and develop operational improvements, track results, and document and communicate tangible improvements
- Stay abreast of new technologies and find creative solutions to meet user needs
- Assess, enhance, and upgrade technical areas; work with system owners to address issues and improve performance
- Ensure system changes are incorporated and communicated effectively
- Maintain process documentation for supporting applications, including customer and vendor-led support issues
- Manage user expectations and expedite and resolve escalations requiring advanced technical or customer service ability
Requirements
What you’ll need- Associate degree or certifications (preferred in IT related field) or equivalent experience
- Minimum 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)
- Excellent customer service, troubleshooting, problem solving and customer facing skills
- Ability to work/lead tech support under pressure, manage multiple priorities, and operate as a key contributor within technology services
Benefits
Comp & perks- Spot On Bonus
- Medical/Pharmacy Plan
- Dental
- Vision
- Life Insurance
- Dependent Care Flexible Spending Account
- Health Care Flexible Spending 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
- Hybrid work model supporting collaboration and flexibility