Customer Support Specialist - IT

WHO WE ARE

As the nation's largest producer of clean, carbon-free energy, Constellation is focused on our purpose : accelerating the transition to a carbon-free future. We have been the leader in clean energy production for more than a decade, and we are cultivating a workplace where our employees can grow, thrive, and contribute.

Our culture and employee experience make it clear : We are powered by passion and purpose. Together, we're creating healthier communities and a cleaner planet, and our people are the driving force behind our success. At Constellation, you can build a fulfilling career with opportunities to learn, grow and make an impact. By doing our best work and meeting new challenges, we can accomplish great things and help fight climate change. Join us to lead the clean energy future.

TOTAL REWARDS

Constellation offers a wide range of benefits and rewards to help our employees thrive professionally and personally. We provide competitive compensation and benefits that support both employees and their families, helping them prepare for the future. 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 $72,900 to $81,000, 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

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

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

Bachelor's degree in Computer Science

A+ and Network+ Customer Service Experience

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

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.