Deskside Support Specialist

Xcel Energy; Amarillo (TX); Hybrid; USD 91,693,000 - 135,906,000; Full time

Benefits offered by this job

Spot On Bonus

Medical plan

Dental

Vision

Life Insurance

401(k) plan

Paid time off

Job summary

Xcel Energy in Amarillo, TX seeks a Desktop Support Technician to provide responsive hardware and software support for employees and contractors. You will troubleshoot PCs, laptops, peripherals, and ensure access to MS Office, VPN, and email, working deskside or remotely.

You will use ITSM systems to track issues, deploy and relocate equipment, and contribute to process improvements while delivering courteous service in a fast-paced environment.

Qualifications

• Associate degree or IT certifications preferred with 2–5 years of PC hardware/software diagnostics experience.
• Proficient in Windows and MS Office administration and support.

Responsibilities

• Provide hardware and software technical support for PC users remotely and deskside.
• Use ITSM system(s) to track issues according to procedures.
• Configure, deploy, maintain, and relocate desktops and laptops and peripherals.
• Report unusual or recurring problems to management.
• Enhance Deskside Support operations via process improvements.
• Prioritize issues and manage user expectations; handle escalations as needed.
• Provide training to new technicians to ensure compliance and efficiency.

Skills

Windows OS

MS Office

PC hardware

Troubleshooting

Customer service

Deskside support

Education

Associate degree or IT certifications

Tools

ITSM tools

VPN

Remote desktop

Active Directory

Job description

Xcel Energy (NASDAQ: XEL) is a leading energy provider and Fortune 500 company, dedicated to serving millions of electricity and natural gas customers across eight states: Minnesota, Colorado, Wisconsin, Michigan, North Dakota, South Dakota, New Mexico and Texas. We make energy work better for our customers, helping them thrive every day. That means always raising the bar - delivering better service and providing more reliable, resilient, and sustainable energy.Xcel Energy is a place where you’ll have opportunities to grow, expand your skills, and help lead the clean energy transition. We offer meaningful rewards, recognition, and support to help you build your career and make an impact - both on the job and beyond. Most importantly, it means you’ll be joining a company that knows employees are the driving force behind its success and is committed to helping you be your best.Xcel Energy supports a hybrid work model to enable collaboration and flexibility. Many roles are expected to work onsite three days per week (Tuesday–Thursday); however, work location expectations vary based on role, team, and business needs.Compensation range for Minneapolis, MN / Eau Claire, WI - $33.90 - $47.43.Compensation range for Denver, CO - $32.70 - $45.77. 30 6.5036.50Compensation range for Amarillo, TX - $32.00 - $44.73.Position SummaryProvide highly responsive tier 1 and 2 technical support to the contractors and employees of Xcel Energy in order to maximize technology availability and productivity. Provide prompt, courteous, and professional deskside, remote, and walk-up support to business customers. Act as an expert and point-of-contact for technology service requests, deployment, troubleshooting, and repair of desktop and laptop hardware, peripherals, and software. (e.g., MS Office Suite, Windows, internet, intranet, VPN, email, proprietary applications, etc.).Essential ResponsibilitiesProvide hardware and software technical support for contractor and employee PCs both remotely and deskside. Use Xcel admin tools to ensure efficient issue resolution. Enforce Xcel IT policies and procedures.Configure, deploy, maintain, and relocate desktops, laptops and other peripheral devices as directed for customers.Use ITSM system(s) to track all issues in accordance with the established or documented procedures. Report and follow up on unusual, alarming, or recurring problems to the appropriate level of management.Utilize existing methodologies, structures, and reports to facilitate consistent, standardized interaction with business areas supported.Improve Deskside Support operations through regular process improvement and challenging the current environment to improve.Prioritize outstanding issues and manage user expectations. Expedite and resolve escalations and issues needing advanced technical or customer service ability.Provide training to new technicians and contractors to ensure process compliance and high efficiency of operations. Regularly communicate and collaborate.Maintain inventory at selected sites. Ensure proper receipt procedures and equipment movement throughout the region.Minimum RequirementsAssociate degree or Certifications (preferred in IT related field) or equivalent experience; and minimum 2-5 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).Experienced customer service, troubleshooting, problem solving and customer facing skills.Ability to work/lead tech support under pressure, to manage multiple priorities, and to operate as a key contributor within technology services.Preferred RequirementsEffectively executes leadership priorities and initiatives, ensuring alignment with organizational goals and strategic objectives.Our culture is grounded in shared values and employee commitments that guide how we work, support one another, and grow together.Our ValuesConnected, Committed, Trustworthy, SafeOur Employee CommitmentsWork that makes a differenceA team you can count ofOpportunities to growRewards that help you thriveXcel Energy provides job applicants reasonable accommodations for disabilities throughout the application process. If you are in need of an accommodation to complete the application process, now or at any time in the future, please complete the Applicant Accommodation Request Form.Non-BargainingThe anticipated starting base pay for this position is: $32.00 to $47.43 per hourThis position is eligible for the following benefits: 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 LeaveBenefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.In any materials you submit, you may redact or remove age-identifying information including but not limited to dates of school attendance and graduation. You will not be penalized for redacting or removing this information.Deadline to Apply: 10/19/26EEO is the Law (PDF) | Equal Opportunity Statement (PDF) | Employee Rights (PDF)All Xcel Energy employees and contractors share responsibility for protecting the company's information and systems by adhering to cybersecurity policies, standards, and best practices, recognizing that cybersecurity is everyone's responsibility.Accessibility StatementXcel Energy endeavors to make https://www.xcelenergy.com and https://jobs.xcelenergy.com accessible to any and all users. If you are in need of an accommodation to complete the application process, now or at any time in the future, please complete the Applicant Accommodation Request Form. For any other application related questions, including application follow-ups or technical issues, please use our Recruiting Assistance, Electra, for assistance. Electra can be found in the lower right-hand corner of our Xcel Energy Careers site.