Desktop Support Engineer

Consumers Energy is Michigan’s largest energy provider, providing natural gas and/or electricity to 6.8 million of the state’s 10 million residents in all 68 Lower Peninsula counties. Consumers Energy knows job number one is to keep the lights on for customers. We are committed to delivering reliable, clean, and affordable energy to our customers 24/7. _ _

This position is not eligible for immigration sponsorship, e.g., H-1B, TN, etc. Please do not apply if you will need immigration sponsorship for a work visa now or in the future, including sponsorship for H-1B, TN, etc., now or in the future. We are unable to hire individuals with CPT, OPT, or STEM OPT for this position as the position is not eligible for participation in the H-1B lottery program and is not eligible for current or future immigration sponsorship for a work visa.

Location: This position is onsite at the Lansing Service Center, located in Lansing, Michigan, or the Alma Service Center, located in Alma, Michigan. The selected candidate must be within a commutable distance or willing to relocate (a relocation package is available for those who qualify).

GENERAL SUMMARY OF JOB RESPONSIBILITIES

The Desktop Support Engineer provides physical infrastructure evaluation, implementation, and 2nd-level technical support services to staff and customers on software systems by maintaining software, hardware products, and technical knowledge documentation for both Field and Corporate Workers. The incumbent provides end-user computing hardware life cycle management to meet business needs. Troubleshoots very difficult infrastructure problems, which can involve other groups such as server, network, and Information Security, and owns incidents through resolution. The incumbent responds to and follows up on internal and external customer support problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide walk-in support to end users, supporting hardware and software issues. Re-image desktops and laptops, as needed, and deploy new equipment to end users

• Assist end users and IT specialists by phone and email with second-level technical support; work to resolve incidents at the Tier II level. Contribute knowledge and updated information to maintain the Help Desk SOPs and training manuals for Tier I and Tier II support

• Perform production support and administration tasks as scheduled, including but not limited to imaging and patching desktops, laptops, phones, and tablets; system backup; software updates; and data loads. Configure and maintain network printers to ensure security configurations are installed and maintained

• Analyze incident and problem tickets to identify trends and proactively resolve issues

• Diagnose and troubleshoot issues with Windows and Mac desktop operating systems, applications, network connectivity, and hardware malfunctions. Collaborate with network, Active Directory, server, and software teams as needed to complete incident resolution

• Provide highly technical (2nd-level) hardware and software break-fix support to end users for tickets escalated from the Service Desk, Information Security, or other support groups. Provide timely responses to client and management requests. Provide status updates on such requests on a regular basis

• Other duties as assigned or as may be necessary

KNOWLEDGE/SKILLS/ABILITIES

• Excellent written and verbal communication skills

• Ability to recognize, analyze, and solve a variety of problems

• Ability to analyze, organize, and prioritize work while meeting multiple deadlines

• Proficient in Microsoft Office applications

• Proficient with Microsoft SCCM and Microsoft Intune

• Proficient with Active Directory

• Proficient with computer networking

EDUCATION & EXPERIENCE

• Bachelor's degree in Computer Information Systems with two (2) or more years of experience in advanced desktop support

o (OR) Associate degree with four (4) or more years of experience in advanced desktop support

o (OR) High School Diploma/GED with six (6) years of experience in advanced desktop support

Why should you join our team?

At Consumers Energy, we offer more than just a place to work. We foster a culture that supports career development, growth, and stability, and we take pride in offering our co-workers excellent benefits and compensation packages. We are deliberately creating an inclusive culture that makes our diverse team of co-workers feel valued, supported, and empowered every day. We're a company made up of thousands of people, all with different stories to share and work to do, but we stand united in our company purpose: world class performance delivering hometown service.

What we offer:

• Competitive compensation packages

• Medical, Dental and Vision

• 401k with company match

• Paid parental leave

• Up to 13 paid Holidays

• Paid time off

• Educational Assistance Program

Diversity, Equity & Inclusion:

We, at CMS Energy, value Diversity, Equity, & Inclusion. It is part of our DNA. We treat our employees with respect, we treat each other fairly and we value the opinions of others. We are passionate about building and nurturing an environment where everyone feels included. We don’t discriminate. We seek to learn about each other and better understand our unique differences. Our uniqueness makes us authentic. We create safe spaces where everyone can be who they truly are. We invite difficult conversations and uncomfortable topics. We value diverse perspectives; this is what makes us great together. We harbor an inclusive environment where employees feel empowered to share their backgrounds, experiences, and ideas. Our Employee Resource Groups, Women in Energy (WE), Minority Advisory Panel (MAP), Pride Alliance of Consumers Energy (PACE), GENERGY, capABLE, Interfaith and Veterans Advisory Panel (VAP) are key enablers to living the values of our company culture: Caring, Empowered, Deliberate, Agility, and Ownership.

All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, age, sexual orientation, gender identity or national origin.