IT Help Desk - Technician Network Support

Salt River Project; Tempe (AZ); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Join a leading utility company as an IT Help Desk Technician in Tempe, AZ. This role involves providing first-level remote support for employees, ensuring excellent customer service, and maintaining documentation. The position requires strong problem-solving skills and familiarity with various operating systems and applications. SRP offers a hybrid workplace, competitive benefits, and a commitment to employee well-being.

Benefits

Pension Plan

401(k) plan with employer matching

Medical, vision, dental, and life insurance

Over 200+ hours of PTO

Parental leave

Wellness programs

Tuition assistance

Qualifications

• 6 years of related experience required for senior level.
• Strong interpersonal skills and ability to work in a team.

Responsibilities

• Provide remote support for SRP workforce through incidents and requests.
• Perform first level problem determination for communication and network systems.

Skills

Customer Service

Problem-Solving

Interpersonal Skills

Organization

Education

College level coursework (100+)

Tools

Microsoft Office 365

Windows 10

Windows 11

Mac OS

ServiceNow

Job description

IT Help Desk - Technician Network Support

Join to apply for the IT Help Desk - Technician Network Support role at Salt River Project

IT Help Desk - Technician Network Support

Join to apply for the IT Help Desk - Technician Network Support role at Salt River Project

Requisition ID: 18748

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.

Benefits

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

Tier 1 IT Help Desk role provides first level remote support for the SRP workforce through incidents and requests. This role is the primary first point of contact and assistance regarding requests, problems or questions related to computer communication, services, security, or other computer related activities. This includes responsibility for first and second level problem determination and escalation.

What You'll Do

• Provide remote phone/chat assistance to internal SRP clients/employees with varying degrees of technical knowledge.
• Provide excellent customer service demonstrating patience while effectively dealing with client problems.
• Perform problem-solving over the phone or through chat and determine appropriate course of problem escalation as required, while ensuring detailed written documentation.
• Receives calls from all levels of the user community and responds in a tactful and courteous manner utilizing proper and correct telephone etiquette.
• Responds to user concerns by helping with their problems/procedures; answering questions and/or escalating calls to the appropriate support service, through the corporate approved ticket tracking system.
• Performs first level problem determination by defining the level of problem related to communication and network systems, security/access control, and/or computer workstation problems.
• Maintains documentation in the supporting knowledge base to assist user in the resolution of application, hardware, and software problems.
• Prevents unauthorized access to system and files per SRP's code of conduct and policies.
• Maintain defined SLA's and OLA's for ticket resolution.
• Keep current on latest technology standards, trends and assess impacts on workstation configurations and end users.
  
  

What It Takes To Succeed

Preferred requirements include familiarity with the following:

• Microsoft Office 365 (MS365) applications
• Windows Operating Systems: Windows 10, Windows 11, Mac OS
• Chrome and Microsoft Edge configuration and properties
• Networking fundamentals
• Desktop hardware, including the ability to problem-solve hardware component issues
• Mobile laptop hardware
• Smartphones, Android and iPhones
• ITSM knowledge
• HDI best practices, ITIL framework
• ServiceNow and ServiceDesk Knowledge
• Strong interpersonal skills and the ability to work effectively in a team as well as independently when necessary
• Well organized with the ability to manage and prioritize multiple tasks simultaneously
  
  

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.

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.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Utilities

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