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Sr. Customer Support Specialist - IT

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Location: DARLINGTON, MD, United States
Organization: Exelon Business Servcs Co, LLC
Job ID: 233802
Date Posted: Oct 1, 2021

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Job Description

Description

At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!

PRIMARY PURPOSE OF JOB

Performs and/or manages IT activities related to customer interactions and service requests.  Covers the broad base of Client Services, workplace technology support, on-site user engagement and off-site remote IT support.  Monitors performance and quality assurance in accordance with established Service Level Agreements. Create and assigns detailed tasks to subordinates.  Has leadership responsibility for small projects, sub-projects or process components. Expected to work under minimal supervision.    

 

Provides Client Engagement, Education, and Advocacy, Executive and VIP Support, Support for High Profile Meetings and Events, Business Unit Specific support including projects, restoration services such as storm duty, and emergency response.   Also, provides vendor oversight for Device provisioning and support, Hardware and software support, IT Hardware Request fulfillment, Mobile device support, IMACs (install, move, add, change), Video/Audio conference meeting support, Inventory management, Remote Support, Smart hands support, Proactive support to remote sites. 

 

PRIMARY DUTIES AND ACCOUNTABILITIES (means principal, main, major or most important duties / accountabilities that the employee performs)

 

 Item

Accountability

%

1

Supervise and Lead Customer IT Support team operations:

  • Establishing a positive team environment by proactively assisting and training less experienced personnel and provide performance/development feedback as required
  • Providing reports and activity updates to management
  • Ensuring that Customer IT Support teams resolve tickets in a timely manner in accordance with IT Service Level Agreements
  • Providing oversight support of desktop computer systems, including repair, installation, and testing of systems, peripherals, and software.
  • Oversight and escalation support for multiple platforms including desktops, laptops, mobile devices, videoconferencing equipment, printers, scanners, and plotters.
  • Creating and maintaining scheduling of staff and activity updates to managers
  • Assuming management responsibilities if the manager is out of office or unreachable.

30

2

Maintain and support user engagement with business and IT partners and other stakeholders:

  • Customer engagement - serve as the primary contact for escalations and day to day questions. Consult on best practices and available tools/applications
  • Vendor coordination - work with the vendor partners included but not limited to escalations, escorts and processes
  • Change Management (CM) - support CM activities related to new or enhanced services provided by IT
  • Business Continuity & Emergency Response - engage 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.
  • Promote and support the use of collaborative tools such as Teams, Yammer, etc.
  • Acts a technical liaison between the business, vendors and IT for technical solution and product evaluations

30

3

Perform, manage, and coordinate work activities relating to projects, sub-projects, or processes.

  • Projects - plan and coordinate resources in support of IT project engagements. Consult on best practices and available tools/applications available.
  • Operations Support - plan and lead IT activities required to manage service level agreements.  Assist others in planning and prioritizing work and work schedule
  • Oversee the IT Hardware Request fulfillment process

20

4

Executive Support – Perform break fix and service request for VIP clients

10

5

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

  • Create and modify knowledge management articles to improve customer experience
  • Maintain technical knowledge and business acumen within own discipline or function
  • Use Metrics and Service Level agreement to track performance and quality assurance 

10

 

Qualifications

 

Minimum:

Preferred:

  • Bachelor’s degree and typically 5 to 8 years related experience in IT Customer Support or 9 – 12 years equivalent combination of education and work experience
  • Appropriate technical skills Active Directory, high knowledge of 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)
  • Experience in leading small IT projects or sub-teams and knowledge of IT project management
  • Ability to work with remote project teams.

 

  • Bachelor’s degree in Computer Science
  • ITIL Certified
  • Customer Service Experience
  • Strong Knowledge of business practices and processes in ITIL, Agile, etc.

 

 

 

 

 

 

 

 

       

 

JOB SCOPE

• Utilize understanding of customer's business needs to determine requirements

 • Applies technical expertise to plan, design, build or support required products and processes

 • Help other team members learn appropriate theories, practices and principles that relate to their skill set portfolio

 • As assigned, manage budget for area of responsibility

 • As assigned, manage working relationship with outsourcing partners

* Maintain deep knowledge of technology and its application across Exelon

 

Exelon 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.

VEVRAA Federal Contractor

EEO is the Law Poster

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