Critical Area Priority Support - Specialist Desktop Management

Requisition ID: 18110

 

Join us in building a better future for Arizona!

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 and named one of Arizona's best employers by Forbes. 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.

 

Why Work at SRP

At SRP, we foster an inclusive work environment and believe everyone should have a fair chance to work, regardless of who they are. That’s why we value teams with diverse perspectives, experiences, and backgrounds to help SRP deliver on its mission of providing reliable, affordable and sustainable water and power.

 

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:

 

• Pension Plan (at no cost to the employee)
• 401(k) plan with employer matching
• Available your first day: Medical, vision, dental, and life insurance
• Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
• Parental leave (up to 4 weeks) and adoption assistance
• Wellness programs (including access to a recreation and fitness facility)
• Short and long-term disability plans
• Tuition assistance for both undergraduate and graduate programs
• 10 Employee Resource Groups for career development, community service, and networking

 

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