Job Information
SRP Critical Area Priority Support - Specialist Desktop Management in Tempe, Arizona
Critical Area Priority Support - Specialist Desktop Management
Location:
Tempe, AZ, US
Date: Dec 5, 2024
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 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
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.
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).
Drug/Alcohol Policy Statement
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.
Equal Opportunity Employer Statement
Salt River Project (SRP) is 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.
Work Authorization
All candidates must be legally authorized to work in the United States.
Currently, SRP does not sponsor H1B visas, OPT, or other employment-related visa's.
Nearest Major Market: Phoenix
