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.

SUMMARY

This position provides technical assistance to end users for hardware, software, and systems issues, ensuring minimal disruption to their daily work. Support is delivered both remotely and in person, across multiple channels, including live chat, phone, email, and face-to-face interactions.
Strong interpersonal and communication skills are essential, as this role is key to delivering a responsive and positive user experience. Travel to SRP office locations in the Phoenix metro area, to provide on-site support, will be required, based on operational needs and team coverage.

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+) related to the position from an accredited institution is preferred.

• Provides on-site and remote diagnosis, analysis, and end-user support for desktops, laptops, mobile devices, printers, video conferencing equipment, and other peripherals. Implements and recommends corrective hardware solutions.
• Troubleshoots and determine root causes of complex issues, failures or outages that could include issues with applications, operating systems, services, hardware, network connectivity and other infrastructure
• Responds to service requests and incidents through the IT ticketing system in a timely and professional manner.
• Maintains accurate documentation of issues, resolutions, and asset inventory.
• Collaborates with other IT team members to escalate and resolve complex problems.
• Ensures security policies and procedures are followed during all support activities.
• Works within a defined set of IT service management processes and procedures, including Knowledge, Incident, and Request.
• Supports ongoing and future projects based on the IT modernization roadmap and stakeholder requests.
• Provides excellent customer service, demonstrating patience, professionalism, and clear communication.
• Handles other duties and projects as assigned.