Desktop Specialist

Requisition ID: 19135

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

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.

What You'll Do

- 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.

What It Takes To Succeed

- This position requires a valid driver’s license, as travel to SRP office sites and remote locations within the Phoenix metro area is required to provide on-site technical support.

- Ability to safely lift, carry, and move equipment, including laptops, monitors, and peripherals.

- Excellent communication skills with a focus on customer experience

- Strong analytical, problem solving and technical troubleshooting skills, with keen attention to detail.

- Strong interpersonal skills and the ability to work collaboratively in a team environment

- Excellent problem-solving and troubleshooting skills.

- Strong verbal and written communication skills.

- Demonstrated ability to organize and manage multiple priorities and perform a variety of work assignments accurately and within deadlines.

- Familiarity with disassembling workstations to perform diagnostics, hardware repair and/or replacement is preferred

- Strong working knowledge of computer systems, hardware, and software, including Microsoft operating systems and the Microsoft 365 platform (e.g., Office Pro Plus, Teams, OneDrive).

- Familiarity with Apple devices and operating systems (macOS and iOS) is preferred.

- Understanding of and compliance with NERC/CIP regulations is preferred

- 1-2 years’ experience networking, including TCP/IP system commands to aid in remote troubleshooting, Active Directory, Group Policy, NTFS permissions, and DNS is preferred.

- A+, Network+, and Security+ certifications is a plus. - Strong understanding of ITIL principles and service management best practices is preferred.

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.