End User Computing Analyst II at Duquesne Light Company in Pittsburgh, Pennsylvania

Job Description:

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

Job Family: Information Technology

Discipline: End Use Computing (Desktop Support)

Career Level: Representative IV

Department: Technical Services

FLSA Status:

Overall Purpose:

Under direct supervision, provides customer service and technical support to end users computing devices by identifying resolving problems with user's computers, software, hardware or telecommunication systems within established/defined guidelines and procedures.

Job Responsibilities:

• Provide technical support for corporate end user's computing devices such as desktops, laptops, tablets, printers, scanners, and mobile phones.


• Receive, configure and install end user computing devices using established corporate procedures.


• Assist in preparation of knowledgebase information for the Service Desk and team members.


• Demonstrate the ability to execute job responsibilities under pressure while effectively documenting and communicating as necessary.


• Demonstrate the ability to follow process, in particular processes related to Incident, Change and Asset Management.


• Answers, evaluates, and prioritizes incoming requests for assistance for users experiencing problems with software and hardware. Ensures issues are tracked and maintains communications by providing updates, status, and completion information to the end user in appropriate communications method.


• User will be expected to report to office on daily basis


• Assist with projects typically as a team member. At times, candidate may lead small to medium size projects.
  
  
  
  Supervisory:
  
  Does not supervise others.
  
  
  
  Education/Experience Requirements:
  
  Roles at this level often do not require a university / college degree, normally requires related experience or product knowledge to accomplish primary duties. Typically 5+ years of related experience.
  
  
  
  Experience Required:
  

• Windows 10 and Microsoft experience.


• Experience imaging desktops and laptops with SCCM


• Experience troubleshooting SCCM software deployments


• Experience with Cherwell ITSM ticketing system


• Experience SCCM operating system upgrades


• Experience with system refresh


• Experience with DameWare remote support tool


• Experience with Webex Remote Support

Scope:

Responsibilities are generally tactical in nature. Primary focus is on daily deliverables of routine and defined outputs. Staff at this level work under direct supervision within a specific area. Work performed is generally moderately complex to complex processing, review, or other administrative based.

Decision Impact:

Independent discretion or decision making capabilities are still somewhat limited. Decisions made are normally within a prescribed framework or established boundaries. Employees may need to deviate; the frequency of such occurrences is typically moderate.

Duquesne Light Company is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light's commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

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