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.

Location : This position is onsite at either Parnall or One Enegy Plaza located in Jackson, MI. The selected candidate must be within a commutable distance or willing to relocate (relocation package is available for those that qualify).

General Summary of Job Responsibilities

The Desktop Support Engineer is responsible for evaluating and implementing physical infrastructure, as well as providing second-level technical support to staff and customers. This includes maintaining software and hardware systems, as well as documentation for both field and corporate users. The incumbent manages the end-user computing hardware lifecycle to align with business needs. They troubleshoot complex infrastructure issues-often involving collaboration with server, network, and information security teams-and take ownership of incidents through to resolution. The incumbent also responds to and follows up on internal and external customer support issues.

This role supports asset refresh programs, including the management of workstations and field devices, as well as the imaging, loading, and deployment of assets to internal business partners.

Essential Duties and Responsibilities

• Analyze incident and problem tickets to identify trends and proactively resolve recurring issues.
• Perform scheduled production support and administrative tasks, including imaging and patching desktops, laptops, phones, and tablets; system backups; software updates; and data loads.
• Configure and maintain network printers, ensuring security settings are properly implemented and maintained.
• Provide advanced (Tier II) hardware and software break / fix support for escalated tickets from the Service Desk, Information Security, or other support teams.
• Respond promptly to client and management requests, providing regular status updates.
• Assist end users and IT specialists via phone and email, resolving issues at the Tier II level. Contribute to the maintenance of Help Desk SOPs and training manuals for Tier I and Tier II support.
• Diagnose and troubleshoot issues related to Windows and macOS desktop operating systems, applications, network connectivity, and hardware malfunctions. Collaborate with network, Active Directory, server, and software teams as needed.
• Provide in-person support for hardware and software issues, including re-imaging desktops and laptops and deploying new equipment.
• Support device refresh initiatives, including loading and troubleshooting devices prior to deployment.
• Perform other duties as assigned or required.

Knowledge / Skills / Abilities

Education / Experience

Bachelor's degree in computer information systems or related field with two (2) or more years of experience with advanced desk top support

Certifications

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 :

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.