Deskside Support Specialist

Xcel Energy; Eau Claire (WI); Hybrid; USD 44,000 - 65,000; Full time

Benefits offered by this job

Spot On Bonus

Medical/Pharmacy Plan

Dental

Job summary

Xcel Energy provides tier 1 and 2 technical support to contractors and employees, focusing on optimizing technology availability and productivity. You’ll deliver deskside, remote, and walk-up support for hardware, software, and services such as MS Office, VPN, and email.

The role requires strong Windows/Office expertise, customer service skills, and the ability to work under pressure while coordinating with IT teams and stakeholders across the organization.

Qualifications

• Associate 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.

Responsibilities

• Provide 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.

Skills

Windows administration

Customer service

Problem solving

Tech support leadership

Education

Assoc degree / IT cert

Tools

Windows OS

MS Office

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 6.5036.50

Compensation range for Amarillo, TX - $32.00 - $44.73.

Position Summary

Provide 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 Responsibilities

• Provide 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 Requirements

• Associate 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 Requirements

• Effectively 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 Values

Connected, Committed, Trustworthy, Safe

Our Employee Commitments

• Work that makes a difference
• A team you can count of
• Opportunities to grow
• Rewards that help you thrive

Xcel 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-Bargaining

The anticipated starting base pay for this position is: $32.00 to $47.43 per hour

This 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 Leave

Benefit 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.

EEO 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 Statement

Xcel 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.