Critical Area Priority Support - Specialist Desktop Management

Summary

SRP is the third-largest public power and water utility in the U.S.  SRP provides electricity to approximately one million customers in the greater metropolitan Phoenix area. SRP was established in 1903 and has a strong history of stewardship and customer service within Arizona. SRP consistently ranks as an industry leader in customer service according to J.D. Power.

The candidate will be part of the Critical Area Priority Support team (CAPS), whose mission is to improve stakeholder experiences by providing service delivery through all service channels and flexibility to support working anywhere, anytime, on any device.

The Critical Area Priority Support team focus is supporting the critical operations of SRP, with technical skills, business acumen and stakeholder relationships.

This position requires the selected candidate to be onsite 5 days a week, there is not opportunity for hybrid work.

What You'll Do

• Provide on-site deskside support for all SRP locations, remote support, and after-hours support (scheduled or drop-in) for IT issues, requests and devices (smartphones, tablets, laptops, and software), including; general support, repairs, refreshes, and installations.
• Troubleshoot and determine root cause of complex issues, failures or outages that could include issues with applications, operating systems, services, hardware, network connectivity and other infrastructure components and operations.
• Participates in cross-team analysis and troubleshooting associated with specific workstation problems including root cause analysis and escalations.
• Provide excellent customer service demonstrating patience while effectively addressing client problems.
• Partner with other support teams and tiers by providing knowledge and technical assistance to fulfill requests and resolve issues.
• Work within a defined set of IT service management processes and procedures, including Knowledge, Incident, and Request.
• Support ongoing and future projects based on the IT modernization roadmap and stakeholder requests.
• Availability to work onsite five days a week and flexible work schedule is required.

What It Takes To Succeed

• Requires in-depth working knowledge of and experience with multiple technical areas across a large- scale enterprise environment in the following areas:
• Using system administrative tools for support.
• Microsoft Operating Systems & the M365 platform (Office Pro Plus, Teams, OneDrive, etc.).
• Apple devices & operating systems (macOS, iOS).
• Networking, including TCP/IP system commands to aid in remote troubleshooting.
• Active Directory, Group Policy, NTFS permissions, DNS.
• Hardware to include desktop, laptops, printers, mobile phones and other connected devices.
• ServiceNow for IT work and asset management.
• A+, Network+, and Security+ certifications is desired.
• NERC/CIP compliance and training.

The successful candidate will possess the following strengths:

• A strong background in client support and demonstrated ability to work with clients of varied technical skill levels.
• Strong background and knowledge and application of Microsoft OS, Virtualization (AVD, W365), Service Management and industry best practices and security principles.
• Detail oriented with strong analytical, problem solving and technical troubleshooting skills.
• Well organized with the ability to manage and prioritize multiple tasks simultaneously.
• Strong interpersonal skills and the ability to work effectively in a team as well as independently when necessary.
• Excellent oral and written communication skills, including understanding of good documentation practices.

Experience

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.  

Education