Deskside Support Specialist

Xcel Energy (NASDAQ: XEL) is a leading energy provider and Fortune 500 company, dedicated to serving millions of electricity and natural gas customers across eight states: Minnesota, Colorado, Wisconsin, Michigan, North Dakota, South Dakota, New Mexico and Texas. We make energy work better for our customers, helping them thrive every day. That means always raising the bar - delivering better service and providing more reliable, resilient, and sustainable energy.  Xcel Energy is a place where you’ll have opportunities to grow, expand your skills, and help lead the clean energy transition. We offer meaningful rewards, recognition, and support to help you build your career and make an impact - both on the job and beyond. Most importantly, it means you’ll be joining a company that knows employees are the driving force behind its success and is committed to helping you be your best.   Xcel Energy supports a hybrid work model to enable collaboration and flexibility. Many roles are expected to work onsite three days per week (Tuesday–Thursday); however, work location expectations vary based on role, team, and business needs.   Compensation range for Minneapolis, MN / Eau Claire, WI - $33.90 - $47.43. Compensation range for Denver, CO - $32.70 - $45.77. 30 6.5036.50 Compensation range for Amarillo, TX - $32.00 - $44.73.

Summary Provide highly responsive tier 1 and 2 technical support to the contractors and employees of Xcel Energy in order to maximize technology availability and productivity. Provide prompt, courteous, and professional deskside, remote, and walk-up support to business customers. Act as an expert and point-of-contact for technology service requests, deployment, troubleshooting, and repair of desktop and laptop hardware, peripherals, and software. (e.g., MS Office Suite, Windows, internet, intranet, VPN, email, proprietary applications, etc.).

Provide hardware and software technical support for contractor and employee PCs both remotely and deskside. Use Xcel admin tools to ensure efficient issue resolution. Enforce Xcel IT policies and procedures. Configure, deploy, maintain, and relocate desktops, laptops and other peripheral devices as directed for customers. Use ITSM system(s) to track all issues in accordance with the established or documented procedures. Report and follow up on unusual, alarming, or recurring problems to the appropriate level of management. Utilize existing methodologies, structures, and reports to facilitate consistent, standardized interaction with business areas supported. Improve Deskside Support operations through regular process improvement and challenging the current environment to improve. Prioritize outstanding issues and manage user expectations. Expedite and resolve escalations and issues needing advanced technical or customer service ability. Provide training to new technicians and contractors to ensure process compliance and high efficiency of operations. Regularly communicate and collaborate. Maintain inventory at selected sites. Ensure proper receipt procedures and equipment movement throughout the region.

Associate degree or Certifications (preferred in IT related field) or equivalent experience; and minimum 2-5 years of experience in PC hardware and software diagnostics, troubleshooting, and repair. Proficient in the administration of Windows and MS Office. Expert knowledge of current PC technology, operating systems, applications, devices and networking (wired /wireless). Experienced customer service, troubleshooting, problem solving and customer facing skills. Ability to work/lead tech support under pressure, to manage multiple priorities, and to operate as a key contributor within technology services.

Effectively executes leadership priorities and initiatives, ensuring alignment with organizational goals and strategic objectives.   Our culture is grounded in shared