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End User Support Specialist II

2 months ago

Pittsburgh, Pennsylvania, United States Duquesne Light Company Full time

End User Support Specialist Job Overview

The End User Support Specialist is tasked with delivering exceptional customer service and technical assistance for end-user computing devices. This role encompasses diagnosing and rectifying software and hardware challenges while adhering to established protocols.

Key Responsibilities:

  • Assist the PC support team in the upkeep of desktops, laptops, virtual desktop infrastructure (VDI), mobile devices, and associated peripherals.
  • Oversee equipment inventory and ensure timely updates.
  • Utilize Microsoft System Center Configuration Manager for imaging PCs.
  • Facilitate the deployment of PCs and mobile devices for new employees and during refresh cycles.
  • Configure and set up devices such as printers, copiers, and scanners.
  • Lead and manage small to medium-scale projects.
  • Act as the primary manager for support ticket queues.
  • Provide specialized support to senior management personnel.
  • Conduct monthly workstation patching.
  • Develop and maintain knowledgebase documentation for the Service Desk.
  • Deliver technical assistance to users via phone, on-site visits, or virtual platforms.
  • Coordinate hardware repairs with external vendors.
  • Monitor issues and keep end users informed of progress.
  • Assist in the management of hardware inventory.
  • Organize and maintain the equipment storage area.

Qualifications:

  • A minimum of 5 years of experience in PC support.
  • Proficient in Windows 10, Microsoft Office, SCCM imaging, and PC refresh methodologies.

Skills and Competencies:

  • Exceptional communication and customer service abilities.
  • Strong organizational and time management skills.
  • Capability to collaborate effectively and build relationships with clients.

Position Scope:

This role is primarily tactical, necessitating advanced expertise to execute various responsibilities. The emphasis is on daily outputs and crafting innovative solutions to challenges.

Impact of Decisions:

Decisions are made within defined parameters but may involve unique circumstances. Personnel at this level are expected to provide solutions while considering broader implications beyond immediate issues.

Work Model:

This position operates under a hybrid work model, combining in-office and remote work. The specific reporting location and frequency may vary based on departmental requirements.

Data Management:

Ensures accountability and oversight of data pertinent to the business area.