Summary
The selected candidate will be part of the Critical Area Priority Support team (CAPS), a dynamic group dedicated to enhancing stakeholder experiences by delivering exceptional IT services across all channels. Our mission is to enable seamless work anywhere, anytime, on any device, while supporting the critical operations of SRP with technical expertise, business insight, and strong stakeholder relationships.
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.
- Diagnose and resolve complex technical issues, identifying root causes of failures or outages related to applications, operating systems, hardware, network connectivity, and infrastructure components.
- Collaborate in cross-team analysis and troubleshooting, performing root cause investigations and managing escalations for workstation-related problems.
- Provide exceptional customer service, demonstrating patience and professionalism while resolving client concerns.
- Partner with other support tiers to share knowledge and deliver technical assistance for issue resolution.
- Operate within established IT Service Management processes (Knowledge, Incident, Request) to ensure consistency and quality.
- Contribute to IT modernization projects and support initiatives aligned with SRP's technology roadmap.
- 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:
- System administration tools and troubleshooting techniques.
- Microsoft Operating Systems & the M365 platform (Office, Teams, OneDrive, etc.)
- Apple devices & operating systems (macOS, iOS).
- Networking fundamentals, including TCP/IP commands for remote diagnostics.
- Active Directory, Group Policy, NTFS permissions, DNS.
- Hardware support for desktops, laptops, printers, and mobile devices.
- ServiceNow for IT workflows and asset management.
- Industry certifications such as A+, Network+, Security+ (preferred).
- NERC/CIP compliance and training.
The successful candidate will possess the following strengths:
- Proven ability to support clients with varying technical skill levels.
- Strong knowledge of Microsoft OS, virtualization technologies (AVD, W365), and IT service best practices.
- Exceptional analytical and troubleshooting skills with attention to detail.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Strong interpersonal and communication skills both written and verbal with a focus on clear documentation.
- Team-oriented mindset with the ability to work independently when needed.
Experience
We are targeting a mid level candidate with 2-5 years of experience.
At job entry, placement will be determined by a review of college transcripts and related work experience. 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.
SRP
Arizona United States
www.srpnet.com
