2022 Exelon Hiring Update
Our hiring process looks a bit different today as a result of the COVID-19 pandemic, with 100 percent virtual interviewing and other solutions in place to facilitate proper social distancing, we remain focused on powering possibilities for new talent who are ready to join us in making a difference. Those who apply for employment with Exelon must be fully vaccinated against COVID-19 as a condition of hire (i.e., have received two doses of a two-dose vaccine, or one dose of a single-dose vaccine), subject to approved requests for exemption.

Exelon was recently separated into two publicly traded companies, Exelon and Constellation. Exelon is the parent company for our fully regulated transmission and distribution utilities, delivering electricity and natural gas to more than 10 million customers. Constellation is the largest supplier of clean energy and sustainable solutions to homes, businesses and public-sector customers across the continental U.S., backed by more than 31,000 megawatts of generating capacity consisting of nuclear, wind, solar, natural gas and hydro assets. If you are looking for career opportunities in commercial, generation or home services, please visit jobs.constellationenergy.com for more information.

Customer Support Specialist - IT

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Location: CORDOVA, IL, United States
Organization: Exelon Business Servcs Co, LLC
Job ID: 236001
Date Posted: Jan 22, 2022
Job: Information Technology - Staff

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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 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 


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
  • 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
    • 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.


POSITION SCOPE

  • As assigned, work effectively with outsourcing partners
  • Performs this service in support of BSC
  • Maintain deep knowledge of technology and its application across Exelon
  • Participate in technology innovation to drive new business opportunities and solve complex business problem

 

Qualifications

MINIMUM QUALIFICATIONS

  • Associates degree and typically 2 to 4 years related experience in IT Customer Support or 2 - 5 years relevant work experience – can this be replaced with this one:    Bachelor’s degree and typically 2 to 5 years related experience in IT Client Support or 6 – 9 years equivalent combination of education and 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.


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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