End User Computing Analyst I

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

Overall, Purpose:

The End User Computing Analyst (Representative III) provides customer service and technical support for end-user computing devices by identifying and resolving software and hardware issues within established guidelines and procedures. This role supports the PC Support team in maintaining and deploying computing equipment and ensuring compliance with company standards.

Location: Hybrid, downtown Pittsburgh, PA and Woods Run Complex

Job Responsibilities:

- Support the PC Support team in maintaining 2,000+ desktops/laptops, VDI equipment, cell phones, and related peripherals.

- Receive and inventory PC equipment; update configuration management database as directed.

- Assist with imaging PCs using Microsoft System Center Configuration Manager (SCCM).

- Participate in PC and cell phone deployments for new hires and during refresh cycles.

- Assist with hardware refreshes, including data migration and software updates.

- Set up and configure basic peripherals such as monitors, printers, and scanners.

- Contribute to small projects under the guidance of senior team members.

- Monitor and manage assigned support tickets; escalate complex issues as needed.

- Provide support to senior leadership under supervision.

- Assist with monthly patching of workstations and transient cyber assets.

- Help prepare and maintain knowledgebase documentation.

- Provide technical support via phone, on-site, or virtual sessions.

- Perform basic hardware diagnostics and coordinate vendor repairs.

- Resolve issues using existing documentation and escalate when necessary.

- Maintain communication with end users regarding ticket status and resolution.

- Close incidents and service requests in the ticketing system upon completion.

- Help maintain accurate hardware inventory and organize equipment storage.

- Participate in rotating on-call support (1 week per month).

Education/Experience:

- High school diploma or GED equivalent required

- 0-2 years of experience in PC Support or a related technical support role.

- Preferred experience with:

- Windows 11 and Microsoft Office

- SCCM imaging processes

- PC refresh procedures

Skills and Abilities:

- Ability to work safely and efficiently.

- Strong verbal and written communication skills.

- Team-oriented with a customer-first mindset.

- Effective time management and organizational skills.

- Ability to follow procedures and escalate when appropriate.

- Commitment to providing high-quality customer service.

Why you'll love working here: We live by our values!

- We are safe above all else. We must keep ourselves, each other, our customers and communities safe.

- We are guided by our commitment to integrity and never compromising on ethics.

- We are dependable, collaborative and steady; we are a trusted partner to all.

- We believe in equity and equal access to work, resources and opportunities are critical elements of a clean energy future for all.

- We are ingrained in our community; we work where we live and are committed to serving our vibrant, diverse communities.

Scope

Responsibilities are generally tactical in nature but require full proficiency to perform a range of tasks. Primary focus is on daily deliverables of routine and defined outputs, and is also capable of taking a broad perspective to problems to spot new, less obvious solutions. Staff at this level work under limited supervision. Work performed is generally moderately complex to complex processing, review, or other administrative based.

Decision Impact

Independent discretion or decision making capability is somewhat limited. Decisions made are normally within a prescribed framework of established boundaries, however, staff at this level may provide solutions to problems in situations that are atypical or infrequent in occurrence.

Hybrid Work

Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company. Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Data Governance

Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.