IT Support Technician II | IT Customer Care - Deer Valley

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.  

Summary

IT Support Technician II | IT Customer Care - Deer Valley 

As an IT Support Technician II at our Deer Valley location, you will provide essential technical support to our internal users, ensuring they have the tools and resources they need to perform their roles effectively. You will interact with various IT and business organizations to restore services and identify and resolve core problems.

 

What your day would be like:

You are responsible for:

• Technical Support: Provide timely and effective technical support for computer applications, hardware, and devices to internal users.
• Service Restoration: Collaborate with different IT and business units to restore services quickly and efficiently.
• Problem Resolution: Identify and correct core problems, ensuring long-term solutions and improvements.
• User Assistance: Assist users with technical issues, providing clear guidance and support to enhance their productivity.
• Proactive Maintenance: Perform regular maintenance and updates to ensure systems and devices are running optimally.

 

The kinds of people we want to talk to have done many of the following:

• Technical Expertise: Proven experience in providing technical support for computer applications, hardware, and devices.
• Problem-Solving Skills: Strong ability to identify, diagnose, and resolve technical issues efficiently.
• Communication Skills: Excellent interpersonal and communication skills, with the ability to assist users effectively.
• Collaborative Spirit: Ability to work well with different IT and business units, fostering positive relationships and teamwork.
• Customer Focus: Dedication to providing high-quality customer service and support.

 

*Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need.

Minimum Requirements

IT Support Technician II | IT Customer Care - Deer Valley 

• High school diploma
• AND three (3) years of prior relevant experience or equivalent combination of education and directly related experience
• Requires basic job knowledge of systems and procedures obtained through prior work experience or education

Preferred Special Skills, Knowledge or Qualifications

• Knowledge of service offerings; customer service principles; various computer software applications, computer/networking hardware, standard operating systems, and any other computer-related technologies.
• Skill in customer service; interpersonal, written and oral communications; working collaboratively in teams and across organizations; synthesizing feedback and adjusting plans accordingly; building strong relationships inside and outside the organization; resolving incidents/problems efficiently and effectively.
• Ability to respond promptly to customer needs; take a customer-centric approach to problem solving; solicit customer feedback to improve service; respond to requests for service and assistance; manage difficult or emotional customer situations; solve conflict; maintain confidentiality

 

Major Accountabilities

1) Acts as primary owner of assigned open issue until problem is resolved and ticket is closed
2) Acts as primary customer contact for status of assigned tickets
3) Provides basic level troubleshooting to uncover known issues
4) Supports basic analysis of case logs
5) Provides problem resolution for known issues in a timely manner or escalates tickets to the next support tier as appropriate
6) Assists in reproducing issues
7) May help train and assist entry level Technicians
 

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy