Desktop Management Specialist

Location

Tempe, AZ | United States

Job description

Requisition ID : 16879

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

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

The candidate will be part of the End User Support (EUS) team, whose mission is to provide quality support to enable SRP's workforce to be productive in a hybrid work environment.

This position is responsible for providing second level (Tier 2) support and helping to implement and improve IT service delivery channels for SRP's workforce including: walk-up and remote support.

What You'll Do

• Provide remote & on-site support for IT issues, requests and devices (smart phones, tablets, laptops, and software), including: general support, repairs, refreshes, hardware troubleshooting and installs.
• Troubleshoot 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.
• 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.

What It Takes To Succeed

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.
• Expert knowledge and application of Microsoft, ServiceNow 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.
• Familiarity with disassembling workstations to perform diagnostics, hardware repair and/or replacement

Requires in-depth working knowledge and experience with multiple technical areas across a large-scale enterprise environment in the following areas:

• Using system administrative tools for collaboration and 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.

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) recognizes diversity and inclusion as key drivers of innovation and growth, and seeks to attract a diverse employee base that reflects our community. We are 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. Ultimately, SRP aspires to fully apply the power of diversity and inclusion to build a more equitable and sustainable future for our customers, employees and community.

Work Authorization

All candidates must be legally authorized to work in the United States.
Currently, SRP does not sponsor H1B visas.

Job tags

Salary