Senior Digital Support Specialist (RI) - PPL Services Corporation

Company Summary Statement :As one of the largest investor-owned utility companies in the United States, PPL Corporation (NYSE: PPL), is committed to creating long-term, sustainable value for our 3.5 million customers, our shareowners and the communities we serve. Our high-performing regulated utilities — PPL Electric Utilities, Louisville Gas and Electric, Kentucky Utilities and Rhode Island Energy — provide an outstanding experience for our customers, consistently ranking among the best utilities in the nation. PPL’s companies are also addressing challenges head-on by investing in new infrastructure and technology that is creating a smarter, more reliable and resilient energy grid. We are committed to doing our part to advance a cleaner energy future and drive innovation that enables us to achieve net-zero carbon emissions by 2050 while maintaining energy reliability and affordability for the customers and communities we serve. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.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.

 

Note:  This role is Hybrid - onsite 4 days per week (Mon-Thurs) in Providence, RI, other sites as needed.

Responsibilities:

• 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.

Qualifications:

• Bachelor’s 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 or similar, 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.

Note:  Must meet all requirements within this section before considered as a candidate.

 

Preferred Qualifications:

• 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.