IT Help Desk - Technician Network Support

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Date: May 8, 2023

Location: Phoenix, AZ, US

Company: SRP

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

Job Brief

Tier 1 IT Help Desk role provides first level remote support for SRP clients through incidents and requests. This role is the primary first point of contact and assistance regarding problems or questions related to computer communication, services, security, or other computer related activities. This includes responsibility for first and second level problem determination and escalation.

Job Responsibilities

  • Provide remote phone/chat assistance to internal SRP clients/employees with varying degrees of technical knowledge.
  • Provide excellent customer service demonstrating patience while effectively dealing with client problems.
  • Perform problem-solving over the phone or through chat and determine appropriate course of problem escalation as required, while ensuring detailed written documentation.
  • Receives calls from all levels of the user community and responds in a tactful and courteous manner utilizing proper and correct telephone etiquette.
  • Responds to user concerns by helping with their problems/procedures; answering questions and/or escalating calls to the appropriate support service, through the corporate approved ticket tracking system.
  • Performs first level problem determination by defining the level of problem related to communication and network systems, security/access control, and/or computer workstation problems
  • Maintains documentation in the supporting knowledge base to assist user in the resolution of application, hardware and software problems.
  • Prevents unauthorized access to system and files per SRP's code of conduct and policies.
  • Maintain defined SLA's and OLA's for ticket resolution.
  • Keep current on latest technology standards and assess impact on workstation configurations and end users.


College level coursework (100+) from an accredited institution will be evaluated on an individual basis according to the skill/level to determine if applicable to the position by management.


At job entry, placement will be determined by a review of college transcripts and related work experience.  A minimum of 6 years of related experience is required for the senior level.  Once placed into the job family, an employee may become eligible for promotion by demonstrating the ability to perform advanced and more difficult work as determined by their management and meeting experience requirements.  

Additional Information

Preferred requirements include familiarity with the following:

  • Microsoft Office (Word, Excel, PowerPoint, Access), Outlook, Exchange
  • Microsoft 365 (MS365) applications
  • Windows Operating Systems: Windows 10, Windows 11, Mac OS
  • Chrome and Microsoft EDGE to include understanding configuration and properties
  • Networking, to include general knowledge of user accounts and login, FTP, VPN, and Intranet vs. Internet
  • Desktop hardware, including the ability to problem-solve hardware component issues
  • Mobile laptop hardware
  • Smartphones, Android and iPhones
  • ServiceNow management ITSM platform
  • HDI best practices, ITIL framework
  • ServiceNow Knowledge


Requisition Details

Requisition ID: 15782



Hybrid Workplace


SRP currently offers a hybrid workplace, which allows employees whose jobs can be performed remotely, and who have sufficient technical capability, to telework up to three days per week. Although teleworking is available, all employees must live and work in Arizona. We are taking steps to protect the health and well-being of all team members, and by following a number of health and safety protocols, to reduce the risk of the coronavirus (COVID-19).


Equal Opportunity Employer Statement


Salt River Project (SRP) recognizes diversity and inclusion as key drivers of innovation and growth, and seeks to attract a diverse employee base that reflects our community. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, military status or any other protected status under applicable federal, state or local law. Ultimately, SRP aspires to fully apply the power of diversity and inclusion to build a more equitable and sustainable future for our customers, employees and community.


Drug/Alcohol Policy Statement


In order to promote the safety and well-being of our employees, customers and the communities we serve, SRP is committed to maintaining a drug/alcohol free work environment. Although marijuana may now be legal in Arizona, except as otherwise specified under Arizona law, SRP considers it to be an illegal drug for the purpose of our drug/alcohol policy because marijuana remains illegal at the federal level. Any candidate found to be impaired during the hiring process or who has the presence of an illegal drug or unauthorized substance in their system during the pre-employment drug/alcohol test may be disqualified from further consideration in the hiring process.


All candidates must be legally authorized to work in the United States.
Currently, SRP does not sponsor H1B visas.



Why Work at SRP


SRP's success is rooted in our employees' happiness, health and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:


• 401(k) plan with employer matching
• Retirement pension
• Paid vacation
• Parental leave
• Holiday pay
• Sick leave
• Medical, vision, dental and life insurance
• Wellness programs
• Pre-tax benefits
• Short and long-term disability plans
• Tuition assistance


Nearest Major Market: Phoenix

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