Desktop & Mobile Support Specialist 2

CPS Energy; San Antonio (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

CPS Energy is seeking a capable IT Desktop Support professional to provide tier 2/3 maintenance and 24/7/365 support for desktop PCs, laptops, tablets, smartphones and AV equipment across the organization in San Antonio. You will install software, configure hardware, and ensure devices align with department standards.

Responsibilities include on-site and remote support, coordinating with IT teams and vendors, and maintaining SLAs while improving IT tools and processes.

Qualifications

• General knowledge of installation, configuration, support and troubleshooting of PCs/hardware.
• Analytical and problem-solving abilities.
• Effective interpersonal and customer service skills.
• Ability to provide on-call after hours support on a rotational basis.
• Familiar with executing multiple project tasks simultaneously.
• Proficient in Microsoft Office Suite installation, use, support and troubleshooting.

Responsibilities

• Provide tier 2 and 3 maintenance and 24/7/365 support for end-user devices and AV equipment.
• Coordinate with IT teams and vendors for daily support tasks.
• Manage service requests and meet SLAs.
• Lead IT site activities and project communication with stakeholders.
• Assist with root cause analysis related to desktop PCs and peripherals.
• Install software and troubleshoot issues; relocate devices as needed.

Skills

Analytical problem-solving

Interpersonal skills

On-call after hours support

Microsoft Office Suite proficiency

Education

Associates degree or higher

A+, Network+, CCNA or Microsoft certifications

Tools

Video conferencing equipment

Windows enterprise environment

Job description

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We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day!

Deadline to apply: Nov 16, 2026

Qualifications may warrant placement at a different job level.

Pay Grade

11*
*Qualifications may warrant placement at a different job level

The position is responsible for providing tier 2, and tier 3 maintenance and 24/7/365 support for CPS Energy desktop computers, office and rugged laptop computers, tablets, smart phones, satellite phones, handheld devices, Personal Digital Assistants, print/copy/scan/fax and Multi Function Printer devices, video conferencing, and audio/visual equipment. Level of support includes but may not be limited to software installation and configuration, implementation of hardware and software according to department standards and procedures, device activations and repairs, and testing and evaluating new devices, analyze, troubleshoot and resolve the technical issues.

Tasks and Responsibilities

• Equipment procurement and supply management
• Asset Tracking and Management
• Software installation, configuration, updates, imaging and deployment of computers, laptops, tablets, smart phones and any end user devices
• Implementation of hardware and software according to department standards and procedures
• Enterprise support for Audio/visual, Print/Scan/Fax, Conference Room and other company events
• Executive IT support for C-level suite and the senior leadership team
• Coordinate with other IT technical teams, business units and vendors as needed for daily support
• Service Request management, tracking, and fulfillment with emphasis on meeting established SLAs
• Direct Desktop Support Project Management processes to lead IT site activities, including but not limited to:
• Coordination with project leaders, managers, and technical leads to facilitate comprehensive project strategy
• Clear identification and appropriately directed communication of interdependencies
• Developing the IT environment: Participate in transformation projects and in the improvement of IT tools and processes
• Assist with root cause analysis as it relates to desktop computers and all peripheral devices
• Ability to explain technology concepts/procedures/policies in a non-technical way; collaborating and coordinating with members of other teams to track, isolate and resolve technical issues
• Provide on-site and remote support, analysis, diagnostics, and resolution of desktop related issues
• Review process documentation for the installation, troubleshooting and training of equipment
• Ability to review processes and provide feedback and recommendations
• handles projects to implement new systems, upgrade current system, and decommission aged equipment
• Troubleshoots and performs analyses of operational problems impacting critical systems
• General understanding of programs and systems
• Communicate effectively thru email, text, chat and verbal conversation
• Research solutions to identify resolution path
• Ability to report situational status of system outages and resolution timelines
• Create knowledge articles to document repair steps and procedures
• Required call duty rotation to provide 24 x 7 support
• Ability to install software and troubleshoot issues
• Relocation of computers and mobile devices
• Familiar with video conferencing equipment use
• Maintain technical skills through independent research and training
• Perform other job duties as assigned based on the business need

Minimum Knowledge and Abilities

General knowledge in the installation, configuration, support and troubleshooting of personal computers and PC hardware.

Analytical and problem-solving abilities.

Effective interpersonal and customer service skills.

Ability to provide on-call after hours support on a rotational basis.

Familiar with executing multiple project tasks simultaneously.

Proficient in Microsoft office Suite installation, use, support and troubleshooting in a Windows enterprise environment.

General knowledge of Conference Room Collaboration tools.

General understanding of mobile device deployment, troubleshooting and management.

Ability to make decisions which support organizational goals and objects.

Possesses written and verbal communication skills at all levels of personnel.

Work in challenging assignments that positively impact the organization.

Manage sensitive and confidential information.

General understanding of financial and operational goals.

Ability to install and troubleshoot software.

General understanding of contracts and work orders.

Ability to excel under pressure.

Ability to adapt to the changing needs of the organizations standards, policies and processes.

Preferred Qualifications

• Associates degree or higher
• A+, Network+, CCNA, or Microsoft certifications

Establishing Relationships

Driving for Results

Demonstrating Initiative

Communicates Effectively

Delivering High Quality Work

Championing Customer Needs

High School Diploma or GED Equivalent

Required Certifications

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator.

Ability to travel to and from meetings, training sessions or other business related events.

Physical Demands

Exerting up to 10 pounds of force occasionally, &/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.

Nearest Major Market: San Antonio
Job Segment: Power Plant, Technical Support, Testing, Procurement, Supply, Energy, Technology, Operations