Customer Support Specialist - Ontario, United States - Constellation

Description

**COMPANY OVERVIEW**

As the nation's largest producer of clean, carbon-free energy, Constellation is a company purposely-built to meet the challenges of the climate crisis. Constellation has been the leader in clean energy production for more than a decade and we are growing our company and capabilities. Now, we're accelerating, speeding our low-carbon or no-carbon power to more people in more places, day and night, providing our customers and communities with options to buy, manage and use energy as part of their decarbonization mission. The race is on to confront the climate crisis and Constellation is ready to meet the challenge. Come join us as we lead energy, together.

**TOTAL REWARDS**

Constellation offers a wide range of benefits and rewards, designed to help our employees thrive professionally and personally. In addition to highly competitive salaries, we offer a bonus program, 401(k) with company match, employee stock purchase program; comprehensive medical, dental and vision benefits, including a robust wellness program; paid time off for vacation, holidays and sick days; and much more.

Expected salary range of $69,300 to $77,000, varies based on experience, along with comprehensive benefits package that includes bonus and 401(k).

**PRIMARY PURPOSE OF POSITION**

Provides day-to-day operational support of the service desk, workplace technologies and devices in accordance with service level agreements and business priorities. Effectively manages client engagements and service requests for both on-site and remote customers. Performs activities related to device lifecycle management such as procurement, provisioning, IMACs (install, move, add and changes), refresh and disposal as well as inventory management. Also, provides technical support for Executive/VIP clients, high profile meetings/events, video conference equipment and BU specific IT requests such as projects, restoration services, storm duty and emergency response as needed.

**PRIMARY DUTIES AND ACCOUNTABILITIES**

Client Relationship Management - help establish and maintain IT Client relationships which includes:

+ Provides front-line primary technical request support to end users on various technical issues and problems relating to hardware, software and peripherals.

+ Responds to, documents and resolves service tickets in a timely manner in accordance with IT Service Level Agreements.

+ Utilize problem-solving skills to analyze, consult, diagnose and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

+ Provides support for desktop computer systems, including repair, installation, and testing of systems, peripherals, and software.

+ Provides support for multiple platforms including desktops, laptops, mobile devices, video conferencing equipment, printers, scanners, and plotters.

+ Performs remote troubleshooting and guide clients in basic installations.

+ Acts a technical liaison between the business, vendors and IT for technical solution and product evaluations.

+ Inform users of known network degradations that affect IT office equipment.

+ Provide 24/7 support for the office of the CEO, Corporate offices, Transportation department, members of the executive branch and their supporting staff.

Project Support - coordinate and or execute projects involving IT resources and client engagement:

+ Works with project teams to ensure the timely and successful delivery of IT projects related to end user devices or support of hardware related to client engagement

Executive Support - perform break fix, end user device service requests for VIP clients:

+ Availability to executives during off hours as needed for support.

+ Travel occasionally with short notice, to support executive leadership meetings on location as well as offsite at least quarterly.

+ Provide information at an executive level explaining what needs to occur and why.

+ Train executive and VIP users in new technology and systems as needed.

+ Handle sensitive information and data discreetly and in accordance with company policy.

+ Provide high level meeting support for Senior executives and Board members on and off-site.

+ This includes coordinating with vendors to ensure they provide accurate support for the meetings and ensure accurate support is in place for the video conferencing systems.

+ Provide high-level technical support and advice to company executives and other VIP users.

+ Bridge the gap between technology and the users with my technical knowledge. This allows me to effectively articulate and simplify technology to the Executives & Senior Executives when assisting them on issues that are reported.

Business continuity and emergency response Ensures business continuity during all emergency responses:

+ Engages in all emergency response situations such as storm support or network outages. Maintain open line of communication with leadership, the ITOC and point of engagement.

Change Management (CM) - Support CM activities related to new or enhanced Services provided by IT.

Knowledge Management - create and modify knowledge articles to improve customer experience.

+ Assist in creation of documentation for products and services. Use best practices to improve products and services provided to business unit partners, and monitor adherence within Team/Group to standards as defined within the Management Model

Vendor Coordination - Work with vendor partners included but not to limited escalations, escorts, etc.

**MINIMUM QUALIFICATIONS**

+ Associates degree and typically 2 to 4 years related experience in IT Customer Support or 2 - 5 years relevant work experience.

+ Appropriate technical skills Active Directory, Windows OS, Mac OS, Office 365, Mobile Devices, Business Applications such as Service Now, Asset Suite, etc.

+ Strong problem-solving skills.

+ Excellent communications skills (written and verbal).

**PREFERRED QUALIFICATIONS**

+ Bachelors degree in Computer Science

+ A+ and Network+ Certifications

+ Customer Service Experience

+ Knowledge of business practices and processes in ITIL, Agile, etc.

+ Experience working in an industrial environment, preferably nuclear plan experience.

+ Tier 2deskside support.

+ Operating system knowledge (Windows 10).

+ Strong problem-solving skills.

+ Excellent communication skills Able to effectively communicate highly technical information in non-technical terminology (written and verbal).

+ Flexible and adaptable to changing priorities, based on business needs.

Constellation is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.