Customer Support Specialist - IT - Middletown, PA

Job Title

As the largest private-sector power producer in the world and the nation's largest producer of clean and reliable energy, Constellation is focused on its purpose: lighting the way to a brilliant tomorrow for all. Now integrated with Calpine, our portfolio includes 55 gigawatts of capacity from nuclear, natural gas, geothermal, hydro, wind and solar facilities, with the generating capacity to power the equivalent of 27 million homes.

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. Join us in meeting the country's energy needs today and tomorrow.

Constellation offers an extensive selection of benefits and rewards to help our employees thrive professionally and personally. We provide competitive compensation and a wide-range of benefits that support both employees and their families, helping them prepare for the future. In addition to highly competitive salaries, eligible employees are offered a bonus program, 401(k) with company match, employee stock purchase program; comprehensive medical, dental and vision benefits, including robust wellbeing programs;

disability and life insurance benefits; paid time off for vacation, holidays, and sick days; and much more.

• 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
• 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.