IT Desktop Support II or III

Tucson Electric Power•Tucson, AZ

About The Position

The Desktop Support role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required. This position may provide services to affiliates of the Company subject to the UNS Energy Code of Conduct and the related Policies and Procedures.

Requirements

High school diploma or GED.
Experience with operational support.
Requires experience of 3-5 years in an IT discipline (for Level II).
Requires experience of five or more years with IT support (for Level III).
Effective written and oral communication skills are required plus a willingness to learn in a rapidly changing environment.
Demonstrated ability to work both independently and as part of a team.
Ability to be on-call 7 X 24 on a weekly rotating basis.
Ability to lift up to 50 pounds.
Technical knowledge of PC and desktop hardware.
Technical knowledge of PC internal components.
Hands-on hardware troubleshooting experience.
Working technical knowledge of current protocols, operating systems, and standards.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Team leadership abilities (for Level III).
CompTIA A+, MSDST, CompTIA Network+, or other related certification required (for Level III).
Individual is considered at full proficiency in the IT discipline and a leader on the team (for Level III).

Nice To Haves

Two or more years in an IT related discipline is preferred.
Technical knowledge of PC and desktop hardware.
Hardware troubleshooting experience.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Bachelor’s degree in Management Information Systems, Computer Science or related discipline is preferred (for Level III).

Responsibilities

Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard drives, RAM and so on.
Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls and/or e-mails regarding desktop problems.
Answer to and perform moves, adds and changes (MAC) requests as they are submitted.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
If necessary, liaise with third-party support and PC equipment vendors.
Performs other duties as assigned.