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Executive User Support Specialist

3 months ago

Allentown, Pennsylvania, United States PPL Corporation Full time
Overview

We are seeking a skilled and dedicated Senior Executive User Support Specialist. A Senior Executive User Support Specialist plays a crucial role in ensuring smooth IT operations within an organization.

This position encompasses technical assistance, troubleshooting and diagnosing, maintenance, and deployment tasks related to workstation hardware, software, and peripherals, including iPad and iPhone devices. As a Senior Executive User Support Specialist, you're not just solving technical puzzles you're empowering executives to work seamlessly in their digital environments.

Responsibilities

  • Provide white-glove service to executive-level personnel, addressing their hardware, software, and networking issues. Your goal is to enhance user productivity by maximizing system efficiency and minimizing downtime.
  • Provide timely technical support for desktops, laptops, and mobile devices, troubleshooting and resolving hardware and software issues to minimize downtime.
  • Troubleshooting and Diagnosing: You diagnose and resolve complex technical issues related to both hardware and software systems. Whether it's over the phone, in person, or via online chat, you consult with users to understand and troubleshoot their technical problems.
  • Build, install, maintain, and acquire desktops, laptops, software, and peripherals across various departments within PPL Companies, ensuring compatibility and functionality.
  • Ticket Management: You meticulously document requests for assistance in the ticket management system, Cherwell currently, ensuring incidents are tracked through to resolution or escalation.
  • Maintain a knowledge base of best practices, FAQs, and troubleshooting tips for digital tools and technologies for end users. Work with the Digital Training and Help Desk teams to ensure documentation is regularly updated to ensure accuracy and relevance.
  • Collaboration: You collaborate closely with the entire IT team and work alongside the Network team to administer and maintain systems across the enterprise. Develop and maintain positive relationships with clients, peers, and management, to foster a collaborative and supportive work environment.
  • Perform any other duties as assigned by supervisors or management, contributing to the overall success of the IT department and PPL Companies.

Qualifications

  • Bachelor's degree in Information Technology, Engineering, Computer Science, and minimum five years of technical support and multi-user computing platform experience or an alternate combination of education and experience on a year for year basis is required.
  • Proficiency in end-user desktop support, including mobile devices, email, and phone support. Proficiency in troubleshooting workstation-related issues and diagnosing hardware and software problems.
  • Experience with iOS devices and mobile device management (MDM) solutions.
  • Strong knowledge of Windows 10 and 11, as well as Microsoft Office and other productivity software.
  • Knowledge of O365 Administration and Troubleshooting.
  • Familiarity with network protocols, TCP/IP, DNS, DHCP, etc.
  • Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users effectively.
  • Strong problem-solving skills and attention to detail.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Experience troubleshooting AV equipment and using remote conferencing tools in Zoom and Teams.

Preferred Qualifications:

  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, Apple Certified Support Professional) are a plus.
  • End-user training and communication experience is a plus.

Read the full posting.