Desktop Specialist

SRP • Tempe, AZ

9h • Hybrid

About The Position

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.

Requirements

• A high school diploma, GED, or equivalent is required.
• Candidates with more than 3 years but less than 6 years of relevant education, experience, or a combination of both.
• 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.
• 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, CoPilot).

Nice To Haves

• College level coursework (100 or higher) from an accredited institution is preferred.
• Familiarity with disassembling workstations to perform diagnostics, hardware repair and/or replacement is preferred
• 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.

Responsibilities

• 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.

Benefits

• Pension Plan (at no cost to the employee)
• 401(k) plan with employer matching
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED