Senior 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 - $39.00 - $54.53.

Compensation range for Denver, CO - $37.30 - $52.23. $37.30 6.5036.50

Compensation range for Amarillo, TX - $36.50 - $51.10.3

Serve as a leader in diagnosing and developing solutions from a data, information, and process perspective. Lead analysis in research, extraction, and interpretation of data findings. Proactively create hypotheses and analyze past historical information looking for trends and areas for improvement. Intimately understand the business and/or information challenge within the business units. Offer suggestions for improvement and/or further research into data findings or process issues.

Develop and leverages a thorough understanding of Xcel Energy applications and infrastructure to increase efficiencies, ensure consistency, and add value. Act as an expert and point-of-contact for technology service requests, deployment, troubleshooting, and repair of desktop and laptop hardware, peripherals, and software.

• Provide guidance, mentoring, and coaching to technicians to ensure they have the information and processes needed to accomplish their job responsibilities. Prioritize and mentor others on complex issue resolution.
• Anticipate, develop, and coordinate special projects in conjunction with operations leadership. Determine and develop operational improvements, track results and ensure tangible improvements are documented and communicated. This includes staying abreast on new technologies and finding creative solutions to meet user needs
• Assess, enhance, and upgrade technical areas and work with system owners to address system issues and improve performance. Ensure system changes are incorporated and communicated effectively.
• Maintain process documentation and steps for supporting all applications. This would include interaction with customers and vendor led support issues.
• Understand, anticipate, and manage user expectations. Expedite and resolve escalations and issues needing advanced technical or customer service ability.

• Associate degree or Certifications (preferred in IT related field) or equivalent experience; and minimum 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).
• Excellent customer service, troubleshooting, problem solving and customer facing skills.
• Ability to work/lead tech support under pressure, to manage multiple…