Systems Specialist - IT End User Support Service Desk

Job Description

The Systems Specialist is a key member of our Enterprise Technology & Security operations team, responsible for the oversight and continuous improvement of our managed service provider (MSP) IT Service Desk. Reporting to the Systems Manager, this role ensures the effective management of an offshore support team, adherence to service level agreements (SLAs), and the delivery of exceptional customer service. The ideal candidate combines technical proficiency, strong analytical skills, and proven leadership abilities to drive operational excellence in a dynamic, customer-focused environment.

Responsibilities

Core Responsibilities

• Oversee and coordinate the daily activities of the offshore IT Service Desk team, ensuring optimal performance, clear communication, and alignment with organizational goals
• Foster a strong customer service culture, responding to escalated issues, ensuring timely resolutions, and maintaining high levels of end-user satisfaction
• Monitor, analyze, and report on service level agreement (SLA) performance metrics. Identify trends, address gaps, and implement corrective actions to meet or exceed contractual obligations
• Provide advanced technical support and guidance to the service desk team, leveraging deep knowledge of IT infrastructure, troubleshooting methodologies, and industry standards
• Evaluate and enhance service desk procedures and workflows, standardizing best practices and implementing process improvements to increase efficiency and service quality
• Collaborate with IT and other departments to implement AI-driven solutions and workflows
• Integrate AI tools and technologies into various job functions to enhance efficiency and productivity
• Oversee major projects as designated by the Systems Manager, End User Services
• May perform other related duties as required

Qualifications

Required Education/Experience

• High School Diploma/GED and a minimum 7 years' of relevant full-time IT work experience in an Information Technology, customer, desktop, or support environment or
• Associate's Degree and a minimum 5 years' of relevant full-time IT work experience in an Information Technology, customer, desktop, or support environment or
• Bachelor's Degree and a minimum three (3) years' of relevant full-time IT work experience in an Information Technology, customer, desktop, or support environment.

Preferred Education/Experience

• Bachelor's Degree in Computer Science, Management Information System, Engineering, or related field and a minimum of three (3) years' relevant full-time work experience in an Information Technology, customer, desktop, or support environment.

Relevant Work Experience

• Possess technical and supervisory or managerial experience with a proven ability to motivate people, Preferred
• Background in managed service provider (MSP) environments, Preferred
• Experience managing or supporting IT service desks, preferably with offshore or remote teams, Preferred
• Experience in managing projects, representing the organization in building and fostering relationships with customers, support groups, and vendors, and render sound business decisions, Preferred
• Excellent verbal and written communication abilities, with experience in cross-cultural and remote team collaboration, Preferred
• Proficiency in IT service desk operations, infrastructure support, and relevant technologies (e.g., ticketing systems, remote management tools), Preferred

Skills and Abilities

• Demonstrated customer service skills
• Effective leadership skills
• Possesses a high degree of initiative
• Well organized, detail oriented and flexible to handle multiple assignments
• Demonstrated project management skills
• Demonstrated analytical skills

Licenses and Certifications

Driver's License: Required

Physical Demands

• Sit or stand to answer a phone for the duration of the workday
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Possess manual dexterity and the ability to use hands for the duration of the workday
• Stand to use/operate office equipment for the duration of the workday

Additional Physical Demands

The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

About Us

Mission Statement:

Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company's mission by excelling at our three corporate priorities - safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.

Benefits:

We are dedicated to supporting the physical, mental, and financial health of our employees and their families. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Rich medical & pharmacy benefits, including vision benefits
• Dental benefits
• Health Savings Accounts
• Health Care and Dependent Care Flexible Spending Accounts
• 401(k) with robust matching
• Employer paid Pension Plan
• Employee Stock Purchase Plan with a generous matching contribution
• State of the art Employee Assistance Program
• Paid Parental Leave
• Generous paid time off plus paid holidays
• Family support: emergency backup child, & elder care assistance
• Social responsibility and volunteer opportunities
• Employee discount program
• Commuter Benefits
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Life and Long-Term Disability Benefits
• Please be aware that some benefits may not apply to provisional or part-time job titles.

About the Team

EEO Statement:

Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) are equal opportunity employers. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of the individual's actual or perceived disability, protected veteran status, race, color, creed, religion, sex, age, national origin, gender, gender identity, gender expression, genetic information, marital status, sexual orientation, citizenship, domestic violence victim status, or any other actual or perceived status protected by law.

Technical Difficulty Statement:

For technical issues, please contact us at careerconnect@coned.com