Digital Support Specialist

Job Description

San Diego Community Power (SDCP) is looking for a Digital Support Specialist who ensures employees have a smooth experience with digital tools and technologies used in today's workplace. This role provides multi-channel technical support, resolves hardware and software problems, delivers training, implements digital workplace improvements, and collaborates across teams to boost productivity, collaboration, and user satisfaction. The Specialist also supports digital adoption initiatives, system improvements, and ongoing development across the digital workplace environment. This role involves offering technical support, troubleshooting issues, training staff, and optimizing digital platforms to improve productivity and teamwork.

Commitment to Diversity

At Community Power, we value diversity and are committed to creating an inclusive environment for all employees. We represent a diverse customer base and hope to hire employees that reflect our communities. We provide equal employment opportunities to all applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Essential Duties and Primary Responsibilities

A. Technical Support & Incident Management

• Provide first-line and advanced support for digital workplace tools such as Microsoft 365, Teams, SharePoint, OneDrive, and collaboration platforms.
• Troubleshoot hardware, software, AV, printing/scanning, and connectivity issues across Windows, macOS, and mobile environments.
• Manage and resolve help desk tickets using ITSM tools, ensuring timely follow-up and resolution.
• Perform in-depth troubleshooting for complex incidents involving operating systems, applications, endpoint security, and networking.
• Offer white-glove support for executive leadership and minimize disruptions for high-impact users.

B. User Enablement & Training

• Conduct onboarding and training sessions for employees on digital tools and best practices.
• Develop and maintain user guides, FAQs, knowledge base articles, and quick-reference materials.
• Provide virtual and in-person training on Microsoft 365, Teams, SharePoint, and other digital tools.
• Support change management activities related to new systems, updates, and digital transformation initiatives.

C. System Administration, Monitoring & Optimization

• Monitor platform performance, usage analytics, and adoption trends to identify opportunities for improvement.
• Assist with software deployments, patching, backups/restores, and endpoint compliance tasks.
• Support MFA, identity/access management, secure configuration, and retention/governance measures.
• Participate in system testing, feature validation, and documentation during platform upgrades.

D. Collaboration Tools & Digital Services

• Support the setup, maintenance, and troubleshooting of Microsoft 365, Google Workspace (if applicable), Zoom, and conferencing systems.
• Ensure smooth integration and operation of digital workplace technologies.
• Act as a liaison between end users, IT teams, business units, and external vendors to guarantee reliable service delivery.

E. Communication, Feedback & Continuous Improvement

• Gather user feedback to improve digital experiences and identify areas needing support or refinement.
• Analyze ticket trends and training needs to reduce recurring issues and enhance platform adoption.
• Proactively suggest improvements in workflows, tool usage, and documentation.

F. Project & Implementation Support

• Support the implementation of digital workplace projects, migrations, and platform improvements.
• Perform process analysis, system testing, and readiness activities for new tools and releases.
• Help develop communication, training, and support materials for project rollouts.

G. Security & Compliance

• Ensure compliance with IT security policies, data protection requirements, and standards.
• Support the deployment of MFA, secure configurations, and data governance measures.
• Track compliance gaps across devices, applications, and collaboration tools.

H. Soft Skills

• Strong interpersonal skills and a customer-service mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Continuous learning mindset and interest in emerging digital tools and trends.
• Collaborative and able to work effectively across teams and departments.

Minimum Knowledge, Skills, and Abilities

• Proficiency with Windows, MacOS, and mobile platforms.
• Strong knowledge of Microsoft 365, Teams, SharePoint, and other collaboration tools.
• Experience help with desk software and ticketing systems.
• Excellent troubleshooting, problem-solving, and communication skills.

Preferred

• Experience in the energy sector and/or supporting the implementation of programs funded by California state agencies (e.g., California Public Utilities Commission, California Energy Commission, California Air Resources Board).
• Ability to effectively represent the organization in various professional settings, from local to national levels, such as conferences, workshops, and executive meetings.
• CompTIA A+, Microsoft 365 Certified, ITIL Foundation, or comparable credentials.

Qualifications, Education and Experience

Any combination of education and experience that would provide the knowledge and abilities listed. A typical way to obtain the required qualifications would be:

A bachelor's degree in information technology, Computer Science, or related field and two (2) years of experience in an IT support or digital workplace roles.

Work Environment and Conditions

Prolonged periods of sitting at a desk and working on a computer. The position requires occasional carrying, lifting and/or moving objects up to 25 pounds.

At Community Power we work in the communities we serve and in the office. Community Power works to ensure a safe and healthy workplace for employees and in our communities. Community Power requires employees to be fully vaccinated for COVID-19. Exemptions to the vaccine requirement will be considered for individuals with medical conditions that prevent them from being vaccinated and for individuals with sincerely held religious beliefs that prohibit them from being vaccinated, consistent with governing labor laws.

Community Power is an agency required to adopt and promulgate a Conflict-of-Interest Code ("COI"). The COI code requires employees in designated positions, including those identified under the interim disclosure process, to file a Statement of Economic Interests (Form 700) on an annual basis. A Successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Compensation

Hourly Range: The position salary range is: $42.45 - $55.20; with exact compensation to be determined by Community Power, depending upon experience.

Paid Time Off: 80 hours of accrued paid time off per year, and 48 hours per year of accrued paid sick leave.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at the discretion of Community Power as needed.