Desktop & Mobile Support Specialist 4

CPS Energy; San Antonio (TX); On-site; USD 50,000 - 75,000; Full time

Job summary

CPS Energy seeks a dedicated individual for a desktop support role, providing crucial maintenance and troubleshooting support for a variety of devices. The role involves managing projects, leading support initiatives, and ensuring smooth operation of technology for executive and staff members. Candidates should possess strong analytical skills, customer service orientation, and a solid technical background.

Qualifications

• Extensive knowledge of PC hardware and support.
• Ability to provide after-hours support.
• Experience managing multiple projects.

Responsibilities

• Provide tier 2 and tier 3 maintenance and support.
• Lead desktop support projects and service request fulfillment.
• Perform root cause analysis for desktop issues.

Skills

Analytical skills

Problem-solving skills

Interpersonal skills

Customer service skills

Attention to detail

Effective communication

Education

Associate degree or higher

Tools

Microsoft Office

Windows enterprise environment

Job description

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 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 every day!

Position Summary

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 laptops, 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. Support includes software installation and configuration, hardware and software implementation, device activations and repairs, and testing new devices, troubleshooting, and resolving technical issues.

Grade

13

Qualifications may warrant placement in a different job level.

Deadline to apply: Open until filled

Tasks and Responsibilities

1. Equipment procurement and supply management
2. Asset tracking and management
3. Software installation, configuration, updates, imaging, and deployment of end-user devices
4. Implementation of hardware and software according to standards
5. Support for audio/visual, print/scan/fax, conference rooms, and company events
6. Executive IT support for C-level and senior leadership
7. Coordination with IT teams, business units, and vendors
8. Service request management and fulfillment
9. Leading desktop support projects and site activities
10. Participating in IT environment development and transformation projects
11. Root cause analysis for desktop and peripheral issues
12. Explaining technology concepts to non-technical staff
13. Providing on-site and remote support and diagnostics
14. Leading IT projects and providing guidance
15. Creating and reviewing process documentation
16. Analyzing and improving processes
17. Participating in system upgrades and decommissioning
18. Monitoring and troubleshooting operational problems
19. Mentoring support staff
20. Subject matter expert with possible supervisory duties
21. Effective communication via email, chat, and verbal methods
22. Developing alternative solutions for new problems
23. Reporting status and resolution details
24. Creating operational summaries
25. Strategic planning and road mapping
26. Participating in 24/7 support rotation
27. Focusing on strategic and operational goals
28. Maintaining technical skills through training
29. Performing additional duties as needed

Minimum Skills and Knowledge

• Extensive knowledge of PC hardware and support
• Strong analytical and problem-solving skills
• Excellent interpersonal and customer service skills
• Ability to provide after-hours support
• Experience managing multiple projects
• Proficiency in Microsoft Office and Windows enterprise environment
• Attention to detail
• Knowledge of collaboration tools and mobile device management
• Decision-making ability supporting organizational goals
• Effective communication skills at all levels
• Ability to handle sensitive information and work under pressure

Preferred Qualifications

• Associate degree or higher
• Certifications such as A+, Network+, CCNA, or Microsoft certifications

Work Environment and Physical Demands

Indoor work involving computer use, manual dexterity, talking, hearing, and repetitive motions. Travel may be required. Physical exertion includes lifting objects up to 10 pounds. Sedentary work predominates.

Equal Opportunity Statement

CPS Energy is an equal opportunity employer, committed to diversity and inclusion in all employment practices, and complies with all applicable laws and regulations.