Major Responsibilities

• Support our end user computing environment, handling break-fix issues, system reimages, hardware replacements, lifecycle refreshes, and upgrades to MS Teams conference rooms.
• Seek opportunities for process improvement to become more efficient with repetitive tasks.
• Provides platinum level support to company executives.
• Collaborate with business units and other Technology Operations departments to resolve incidents and problems.
• Offer specialized technical assistance to business partners as needed, including support at critical locations.
• Works alongside senior analysts and Subject Matter Experts (SMEs) to find opportunities for educating business partners on using technology more effectively.
• Work with Digital Workplace Solutions team, SMEs, and Project Managers with planning, coordination, and technical support during project rollouts.
• Establishes and maintains positive relationships with key business partners, ensuring exceptional customer service.
• Cooperates with TO End User Analysts, TO Planning Analysts, Application Portfolio teams, and other TO groups to create a dedicated support network.
• Storm Center support, including after-hours when required for storm-related events and vital 24/7 operations.
• Commits to continuous learning to keep up with new developments in hardware and software technologies.

Knowledge, Skills And Abilities

• Proficient technical knowledge of office computing environments including PC hardware, Microsoft Windows, Microsoft Office suite (i.e. Outlook, Word, Excel, PowerPoint, Teams, SharePoint) and infrastructure as well as their interaction and relevance in solving business problems.
• Proficiency in Power BI preferred.
• Demonstrated ability to build strong relationships with BPs, vendors and other TO departments.
• Developed effective working relationships with all levels of employees.
• Customer service focused with the ability to deliver on commitments and deadlines.
• Excellent oral and written communication skills.
• Proficient knowledge and understanding of existing and emerging information technologies
• Knowledge and ability to coordinate work across all functions in a TO.
• Demonstrated ability to share best practices within business units, across business units, and within Southern Company to maximize value and provide consistency in the TO operations for our BPs.
• Ability to learn the business of the BPs and their local technical environment.
• Ability to manage small, local projects using proven concepts to apply technology to business problems.
• Excellent troubleshooting and problem-solving skills.
• Excellent analytical skills.
• Experience supporting Microsoft Teams rooms or other video conferencing technology is desired.
• Experience leveraging AI for data analytics to improve and drive business results is desired.
• Experience using NexThink or similar tools for advance device monitoring, automation, and analysis of devices in the computing environment is desired.
• Previous experience or a working knowledge of the electric utility industry and Southern Company is a plus.

Behavioral Attributes

• Behavior consistent with Southern Company's Values - Safety First, Intentional Inclusion, Superior Performance, and Act with Integrity.
• Must be proactive, highly motivated, and self-directed.
• Proficient organizational skills and strong customer service orientation.
• Ability to simultaneously manage multiple projects and tasks.
• Must be able to build solid relationships with business partners and work effectively in a dispersed team environment.
• Provide specialized dedicated technical support as requested/needed.
• Partner with Deskside Technicians, Planning Analysts, Data and Voice Engineers/Support and other Technology business units.
• Seek opportunities to learn and transfer knowledge to others.
• Ability to prioritize work and complete assignments with some direction.
• Follows safe work practices.

Physical Requirements The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position.

• Routine physical agility to move in various positions to execute duties effectively, which may include kneeling, walking, pushing/pulling, squatting, twisting, turning, bending, stooping and reaching overhead; physical stamina sufficient to sustain light physical labor and ability to remain in stationary position for up to 8 hours.
• Occasional lifting of objects more than 30 pounds and may require lifting 50 pounds with the assistance of another analyst.
• Handling and/or transporting equipment and tools necessary for this position.
• Physical mobility sufficient to move about the work environment for sustained periods of time on concrete, hard flooring, stairs, ramps, carpet, etc.

Other Requirements

• Must be able to pass North American Electric Reliability Corporation (NERC) critical infrastructure protection (CIP) background check and requirements.
• Must possess a valid driver's license and have a good vehicle driving history.
• Must reside within 40 miles of the 241 Ralph McGill Blvd, Atlanta, GA 30308 location.
• Must provide own transportation for day-to-day travel to customer sites in Metro Atlanta and surrounding areas of responsibility.
• Must be available to report for onsite work a minimum of 5 days per week for an initial period of 6 months and thereafter, a determination will be made regarding the opportunity for any type of remote work. A typical work week will be a minimum of 4 days physically in the office and could be more depending on the workload, team availability, and any other circumstance dictated by their business partners and the Workplace Support manager.
• Lastly, this position description does not state or imply that the above are the only responsibilities and responsibilities assigned to this position.

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