End User Computing Analyst II

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!

Overall Purpose:

The End User Computing Analyst provides customer service and technical support to end user's computing devices by identifying and resolving software and hardware problems with user's computers, within established/defined guidelines and procedures.

Location: Hybrid, downtown Pittsburgh, PA and Woods Run Complex

Job Responsibilities:

• Assist the PC Support team in supporting 2,000+ desktops/laptops, VDI equipment, cell phones and related peripherals to ensure they comply to hardware, software, security, and operating system standards.
• 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 that could include 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.
• Performs hardware diagnostics and coordinate repairswith 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.
• Rotating on call shift (1 week per month).

Education/Experience:

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

Skills and Abilities Utilized in this Role Include:

• Ability to work safely and efficiently.
• 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.

Why you'll love working here: We live by our values!

• We aresafeabove all else. We must keep ourselves, each other, our customers and communities safe.
• We are guided by our commitment tointegrityand never compromising on ethics.
• We aredependable,collaborative and steady; we are a trusted partner to all.
• We believe inequityand equal access to work, resources and opportunities are critical elements of a clean energy future for all.
• We are ingrained in ourcommunity; we work where we live and are committed to serving our vibrant, diverse communities.

Scope:

Responsibilities are generally tactical in nature but require advanced knowledge or experience to perform a broad set of tasks Primary focus is on daily deliverables of routine and defined outputs and is able to generate new and innovative solutions to problems that arise with little to no precedent. Staff at this level work autonomously within established procedures and practices. Work performed is typically complex processing, review, or other administrative based tasks.

Decision Impact:

Independent discretion or decision-making capability is somewhat limited. Decisions are normally within a prescribed framework of established boundaries, however staff at this level may provide solutions to problems in situations that are atypical or infrequent in occurrence and look beyond the immediate problem to wider implications.

Hybrid Work

Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company.Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Data Stewardship

Maintain accountability and oversight of data for related business area, documenting related data management procedures, methods, and techniques.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings 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 Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.