End User Computing Analyst II

Duquesne Light Company - Pittsburgh, PA

Full-time - Mid Level

Hybrid - Pittsburgh, PA

Utilities

About the position

The End User Computing Analyst II at Duquesne Light Company is responsible for providing customer service and technical support for end-user computing devices. This role involves identifying and resolving software and hardware issues for over 2,000 desktops and laptops, ensuring compliance with established standards. The position requires a blend of technical expertise and strong customer service skills, with a focus on maintaining efficient operations and supporting the company's commitment to innovation and customer satisfaction.

Responsibilities

• Assist the PC Support team in supporting 2,000+ desktops/laptops, VDI equipment, cell phones and related peripherals.
• Receive PC equipment, unbox, inventory and update configuration management database as required.
• Image PCs using Microsoft System Center Configuration Manager.
• Deploy PCs and cell phones to new hires and current employees during PC Refresh initiatives.
• Experience refreshing old hardware with new, migrating user data, and updating software and drivers.
• Setup and configure devices including printers, copiers, scanners, monitors, projectors, and other peripherals.
• Lead and/or support small to medium projects assigned to PC Support.
• Act as a queue manager for tickets assigned to PC Support.
• Provide VIP support to senior leadership as needed.
• Perform monthly patching of workstations and transient cyber assets on the Critical Infrastructure Network.
• Prepare knowledgebase information for the Service Desk and train others on new knowledgebase entries as appropriate.
• Provide technical support to users of the company's personal computers and cell phones either by telephone, on-site, or virtual support.
• Perform hardware diagnostics and coordinate repairs with Microsoft, HP, Dell, and other vendors as needed.
• Resolve known issues based on existing documentation and system knowledge base.
• Ensure issues are tracked and maintain communications by providing updates, status, and completion information to the end user.
• Close Incidents and Service Requests through ticket management system when complete.
• Assist in maintaining an accurate hardware inventory.
• Assist with keeping equipment storeroom organized.
• Participate in rotating on-call shift (1 week per month).

Requirements

• Five or more (5+) years of PC Support experience required.
• Experience with Windows 10 and Microsoft Office software preferred.
• Experience imaging desktops and laptops with SCCM preferred.
• Experience with PC refresh procedures.

Nice-to-haves

• Strong communication skills.
• Ability to work well with people.
• Impeccable time management skills.
• Excellent organizational skills.
• High level customer service skills.
• Ability to establish working relationships with customers.

Benefits

• Hybrid work model with a minimum of two days in the office.
• Commitment to safety and integrity in the workplace.
• Opportunities for professional development and training.