Sr Digital Support Specialist

Overview

We are seeking a passionate and dedicated individual to join our team as a Senior Digital Support Specialist. Your main goal in this role will be to ensure the smooth operation and enhance the workplace experience of digital systems and platforms within the organization. Drawing on your advanced expertise in user experience, change management, and training, you will help users with complex issues and develop innovative solutions.

• Provide frontline support to users experiencing technical issues or challenges with onboarding, digital tools, platforms, and technologies.
• Collaborate with users to identify their technological needs and pain points, conducting surveys or interviews to gather feedback for continuous improvement.
• Assist in the planning, deployment, and integration of new technologies, ensuring seamless transitions and minimal disruption to user workflows.
• Maintain a knowledge base of best practices, FAQs, and troubleshooting tips for digital tools and technologies for end users. Work with the Digital Training and Help Desk teams to ensure documentation is regularly updated to ensure accuracy and relevance.
• Provide on-demand training on a range of technologies, software, and systems to enhance end user understanding and proficiency.
• Troubleshoot and leverage desktop and infrastructure teams as needed to resolve issues efficiently, minimizing downtime and disruption.
• Stay updated on emerging technologies and industry trends, proactively identifying opportunities to enhance user experience and drive innovation within the organization.
• Advocate for user needs and preferences within the IT organization, ensuring that technology solutions are user-centric and aligned with the organization’s goals and objectives.
• Perform any other duties as assigned by supervisors or management, contributing to the overall success of the IT department and PPL Companies.
• Performs other duties as assigned.
• Complies with all policies and standards.

Basic Qualifications:

• Bachelor Degree in Information Technology, Engineering, Computer Science, or an alternate combination of education and experience on a year for year basis is required.
• Minimum five years’ technical support and multi-user computing platform experience with a focus on user experience, user support, or digital training. Experience in a customer-facing or user-focused role is highly desirable.
• Proficiency in end-user desktop support, including mobile devices, email, and phone support.
• Strong knowledge of Windows 10 and 11, as well as Microsoft Office and other productivity software.
• Excellent verbal and written communication skills, with the ability to effectively communicate technical concepts to non-technical users. Strong interpersonal skills and the ability to build rapport with diverse user groups.
• Experience managing projects related to technology implementation, user training, or process improvement initiatives. Ability to prioritize tasks, meet deadlines, and adapt to changing priorities in a fast-paced environment.

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, Apple Certified Support Professional) are a plus.
• Experience troubleshooting AV equipment and using remote conferencing tools in Zoom and Teams.

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Our company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.