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    Executive User Support Specialist - Allentown, United States - PPL

    PPL
    PPL Allentown, United States

    3 weeks ago

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    Description
    Company Summary Statement

    As one of the largest investor-owned utility companies in the United States, PPL Corporation (


    NYSE:
    PPL), is committed to creating long-term, sustainable value for our 3.5 million customers, our shareowners and the communities we serve.

    Our high-performing regulated utilities — PPL Electric Utilities, Louisville Gas and Electric, Kentucky Utilities and Rhode Island Energy — provide an outstanding experience for our customers, consistently ranking among the best utilities in the nation.

    PPL's companies are also addressing challenges head-on by investing in new infrastructure and technology that is creating a smarter, more reliable and resilient energy grid.

    We are committed to doing our part to advance a cleaner energy future and drive innovation that enables us to achieve net-zero carbon emissions by 2050 while maintaining energy reliability and affordability for the customers and communities we serve.

    PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

    Overview

    We are seeking a skilled and dedicated Senior Executive User Support Specialist. A Senior Executive User Support Specialist plays a crucial role in ensuring smooth IT operations within an organization.


    This position encompasses technical assistance, troubleshooting and diagnosing, maintenance, and deployment tasks related to workstation hardware, software, and peripherals, including iPad and iPhone devices.

    As a Senior Executive User Support Specialist, you're not just solving technical puzzles—you're empowering executives to work seamlessly in their digital environments.


    MUST HAVE:
    Proficiency supporting Executive-level employees in end-user desktop support, including mobile devices, email, and phone support. Proficiency in troubleshooting workstation-related issues and diagnosing hardware and software problems to be considered for this role.

    Responsibilities

    Provide white-glove service to executive-level personnel, addressing their hardware, software, and networking issues. Your goal is to enhance user productivity by maximizing system efficiency and minimizing downtime.


    Provide timely technical support for desktops, laptops, and mobile devices, troubleshooting and resolving hardware and software issues to minimize downtime.


    Troubleshooting and Diagnosing:
    You diagnose and resolve complex technical issues related to both hardware and software systems.

    Whether it's over the phone, in person, or via online chat, you consult with users to understand and troubleshoot their technical problems.


    Build, install, maintain, and acquire desktops, laptops, software, and peripherals across various departments within PPL Companies, ensuring compatibility and functionality.


    Ticket Management:

    You meticulously document requests for assistance in the ticket management system, Cherwell currently, ensuring incidents are tracked through to resolution or escalation.

    Maintain a knowledge base of best practices, FAQs, and troubleshooting tips for digital tools and technologies for end users.

    Work with the Digital Training and Help Desk teams to ensure documentation is regularly updated to ensure accuracy and relevance.


    Collaboration:

    You collaborate closely with the entire IT team and work alongside the Network team to administer and maintain systems across the enterprise.

    Develop and maintain positive relationships with clients, peers, and management, to foster a collaborative and supportive work environment.


    Perform any other duties as assigned by supervisors or management, contributing to the overall success of the IT department and PPL Companies.

    Proficiency supporting Executive-level employees in end-user desktop support, including mobile devices, email, and phone support. Proficiency in troubleshooting workstation-related issues and diagnosing hardware and software problems.

    Qualifications


    Bachelor's degree in Information Technology, Engineering, Computer Science, and minimum five years of technical support and multi-user computing platform experience or an alternate combination of education and experience on a year for year basis is required.

    Proficiency in end-user desktop support, including mobile devices, email, and phone support. Proficiency in troubleshooting workstation-related issues and diagnosing hardware and software problems.

    Experience with iOS devices and mobile device management (MDM) solutions.

    Strong knowledge of Windows 10 and 11, as well as Microsoft Office and other productivity software.

    Knowledge of O365 Administration and Troubleshooting.

    Familiarity with network protocols, TCP/IP, DNS, DHCP, etc.

    Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users effectively.

    Strong problem-solving skills and attention to detail.

    Ability to work independently and collaboratively in a fast-paced environment.

    Experience troubleshooting AV equipment and using remote conferencing tools in Zoom and Teams.

    Proficiency supporting Executive-level employees in end-user desktop support, including mobile devices, email, and phone support. Proficiency in troubleshooting workstation-related issues and diagnosing hardware and software problems.


    Preferred Qualifications:
    Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, Apple Certified Support Professional) are a plus.

    End-user training and communication experience is a plus.


    Bachelor's degree in Information Technology, Engineering, Computer Science, and minimum five years of technical support and multi-user computing platform experience or an alternate combination of education and experience on a year for year basis is required.

    Proficiency in end-user desktop support, including mobile devices, email, and phone support. Proficiency in troubleshooting workstation-related issues and diagnosing hardware and software problems.

    Experience with iOS devices and mobile device management (MDM) solutions.

    Strong knowledge of Windows 10 and 11, as well as Microsoft Office and other productivity software.

    Knowledge of O365 Administration and Troubleshooting.

    Familiarity with network protocols, TCP/IP, DNS, DHCP, etc.

    Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users effectively.

    Strong problem-solving skills and attention to detail.

    Ability to work independently and collaboratively in a fast-paced environment.

    Experience troubleshooting AV equipment and using remote conferencing tools in Zoom and Teams.

    Proficiency supporting Executive-level employees in end-user desktop support, including mobile devices, email, and phone support. Proficiency in troubleshooting workstation-related issues and diagnosing hardware and software problems.


    Preferred Qualifications:
    Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, Apple Certified Support Professional) are a plus.

    End-user training and communication experience is a plus.

    Provide white-glove service to executive-level personnel, addressing their hardware, software, and networking issues. Your goal is to enhance user productivity by maximizing system efficiency and minimizing downtime.


    Provide timely technical support for desktops, laptops, and mobile devices, troubleshooting and resolving hardware and software issues to minimize downtime.


    Troubleshooting and Diagnosing:
    You diagnose and resolve complex technical issues related to both hardware and software systems.

    Whether it's over the phone, in person, or via online chat, you consult with users to understand and troubleshoot their technical problems.


    Build, install, maintain, and acquire desktops, laptops, software, and peripherals across various departments within PPL Companies, ensuring compatibility and functionality.


    Ticket Management:

    You meticulously document requests for assistance in the ticket management system, Cherwell currently, ensuring incidents are tracked through to resolution or escalation.

    Maintain a knowledge base of best practices, FAQs, and troubleshooting tips for digital tools and technologies for end users.

    Work with the Digital Training and Help Desk teams to ensure documentation is regularly updated to ensure accuracy and relevance.


    Collaboration:

    You collaborate closely with the entire IT team and work alongside the Network team to administer and maintain systems across the enterprise.

    Develop and maintain positive relationships with clients, peers, and management, to foster a collaborative and supportive work environment.


    Perform any other duties as assigned by supervisors or management, contributing to the overall success of the IT department and PPL Companies.

    Proficiency supporting Executive-level employees in end-user desktop support, including mobile devices, email, and phone support. Proficiency in troubleshooting workstation-related issues and diagnosing hardware and software problems.

    Remote Work


    The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both.

    Assigned work location may change.

    In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

    Equal Employment Opportunity


    Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace.

    All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.

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