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Sr End User Analyst 4
Duquesne Light Company
Senior End User Analyst supports 2000+ devices, leads projects, mentors team, ensures security.
7d ago
Experienced (8-12 years)
Full Time
Pittsburgh, PA
Hybrid
Company Size
1,200 Employees
Service Specialisms
Utility
Energy efficiency programs
Distribution line maintenance
Transmission line maintenance
Tree planting
Customer service
Customer claims
Outage reporting
Sector Specialisms
Residential
Commercial
Industrial
Energy
Electric Transmission
Electric Distribution
Infrastructure
Utilities
Role
What you would be doing
metrics monitoring
desktop automation
ticket management
sccm deployment
pc support
security compliance
- Monitor and Analyze support metrics to identify trends, implement improvements in people, process and technology for improved efficiency and customer service
- Functions as a technical SME in the companies CIP environment to manage the desktop computing environment, including operating system/BIOS upgrades, development, maintenance, and versioning of the operating system build, as well as application installation and system configuration manipulation using automation.
- Supervise the teams ticket life cycle of all incidents, requests and problems, ensuring SLAs are met
- Create new and mature existing policies and procedures including Knowledge Base
- Lead large complex projects related personal computers, tablets, rugged devices, and accessories.
- Work with the server intel team to build SCCM packages for deployment
- Lead the PC Support team in managing and supporting 2000+ desktops/laptops, iPads, and related peripherals to ensure they comply to hardware, security, software, and operating system standards.
- Own and act as an escalation point for complex technical issues and customer escalations.
- Ensure security compliance with hardware and software
- Maintain accurate CMDB inventory including place hardware orders as needed to meet PC refresh life cycle targets
- Assist with training team members in process and technology
- Rotating on call shift (1 week per month)
- Identifies best practices, standards, and improvements to achieve high quality services/products.
- Help develop and execute long-range plans for computer acquisitions and replacements.
- Work with other IT departments to ensure seamless integration and resolution of cross-functional technical challenges
What you bring
bachelor’s
itil
5+ years
sccm
intune
windows 11
- Bachelor’s Degree in [Type the desired degrees here]
- Excellent organizational skills
- Experience working in environment that has embraced the ITIL framework
- 5+ years of related experience required
- Strong Communication skills
- Experience with Microsoft System Center Configuration Manager
- Proven ability to diagnose and resolve complex technical issues.
- Impeccable time management skills
- Ability to work safely and efficiently
- Ability to act as a project manager for large upgrades and deployments
- Ability to effectively communicate and interact with stakeholders of all organizational levels regarding all matters, included but not limited to planned maintenance windows, technical and cyber initiatives, etc.
- In depth knowledge of personal computer hardware and software
- Ability to work well with other teams, vendors, and end users.
- Experience refreshing old hardware with new, migrating user data, and updating software and drivers
- Ability to multi-task between priorities
- Ability to multi-task between multiple priorities.
- Experience with IOS devices and Intune
- Proficient with advanced technical troubleshooting and support.
- Ability to establish working relationships with customers
- Ability to mentor, develop, and provide feedback to a technical team.
- Experience managing and supporting Windows 11 and related software
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
600,000 Homes
Electricity Customers
Delivers electricity to homes and businesses in the region.
$2 Billion Investment
Grid Infrastructure
Planned investment to reinforce transmission and distribution by 2027.
8% Electric Fleet
EV Deployment
Already expanding electric vehicle fleet deployment.
111 Years
Experience
Operating for over a century in southwestern Pennsylvania.
- Privately owned energy services holding company operates through its subsidiary.
- Frequently recognized as a trusted utility brand for innovation.
- Clean-energy programs, smart-grid enhancements, and infrastructure modernization are key focuses.
- Headquarters relocation to Nova Place marked a new chapter in collaboration and innovation.
- We take pride in delivering outstanding customer service, ensuring that our customers' needs come first.
- We are committed to maintaining a safe working environment and ensuring safety is a priority in everything we do.
- Integrity is at the core of our business practices, and we operate with transparency, honesty, and fairness.
- We foster a culture of accountability and encourage all employees to take ownership of their work and actions.
- Innovation and continuous improvement drive us to provide the best solutions and services to our customers.
30% CO2 reduction
Carbon Emissions Target
Achieved a 30% reduction in carbon dioxide emissions compared to 2005 levels.
2050 Target
Net-Zero Commitment
Committed to achieving net-zero carbon emissions by 2050.
- Working to reduce carbon emissions by improving energy efficiency and integrating more renewable energy sources into the grid.
- Focusing on modernizing infrastructure to enhance grid reliability, reduce energy waste, and decrease environmental impact.
- Investing in renewable energy projects, including wind and solar energy, to diversify the energy mix.
22% Leadership
Women in Leadership Roles
As of 2023, women represent a notable share of leadership positions within the organization.
- promotes an inclusive work environment where everyone is respected and valued
- committed to increasing diversity in leadership and expanding professional development opportunities for underrepresented groups
- partnered with local organizations to expand career pathways for diverse talent in energy-related fields
- actively measures progress through annual diversity and inclusion reports
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