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Technical Support Analyst I

2 months ago

Phoenix, United States Centuri Group, Inc. Full time

Technical Support Analyst I Date: Sep 10, 2024 Location: Phoenix, AZ, US, 85027 Company: Centuri Group, Inc. (S4) Description: Who We Are Centuri Group is comprised of a family of companies that make up a utility infrastructure enterprise, operating throughout the US and Canada, safely delivering gas, electric and utility services to our customers and the community. We help you build your career on Solid Ground by investing in your development and valuing your unique skills, perspective, and background. Employees are the lifeblood of our organization, and we’re committed to providing a stable foundation to continuously grow and thrive. We’ve got work for the next 100 years - All we need is you Our Technical Support Analyst is responsible for ensuring consistent and optimized delivery of desktop PC service-levels for assigned office locations for all IT related needs and requests. What You'll Do Record and classify all incoming IT related incidents and service requests received from customers at local offices and while providing company wide support via Fresh caller Provide internal and external customers with exceptional service and support Resolve all assigned Level 1 and some Level 2 incidents and service requests within Service-Level Objectives Escalate Level 2 incidents to appropriate level 2 Subject Matter Experts (SMEs) Coordinate with SMEs to identify and resolve any ongoing or widespread IT service issues Provide orientation and training, as needed, to customers on basic IS troubleshooting skills, as needed, to increase cross-training and work efficiency Ensure that new IT equipment is configured in a quality and timely manner Assist with the setup of IT infrastructure for new or relocating local offices Coordinate with local vendors (telecom, cabling, etc.) to resolve service issues and deploy new services Participate in IT Department projects to improve service levels or introduce new services Comply with all departmental and company policies and procedures Assist in communicating and assuring adherence to departmental policies and procedures Participate in weekly on-call rotation for afterhours support Travel as required Perform other responsibilities as requested by leadership What You'll Have Bachelor’s Degree in Business, IT or related field preferred Minimum 1 year of experience in administration of desktop environments and workstations, preferably in a multi-site environment Experience with ITIL and other quality assurance processes preferred Experience in the following required: Microsoft Windows 7/10 and Microsoft Office Suite, MS Active Directory Services, PC imaging utilities, basic phone system moves/adds/changes Microsoft and other certifications are beneficial Bilingual preferred What You'll Get Benefit Package including Medical, Dental and Vision Coverage 401K w/ Company Match Voluntary Life & AD&D Insurance and Short-Term and Long-Term Disability Vacation/Sick Time and Paid Holidays Potential Bonus Opportunities Career Development Opportunities Employee Discounts Weekly Payroll Work Environment Work is typically performed in an office setting Flexibility to work various schedules and stay late when necessary with little or no notice Must be able to read documents, use a computer, communicate verbally and in writing Mobility required within an office, warehouse and construction site environments Ability to occasionally lift up to 20 pounds Legal Stuff Pass pre-employment, random, post-accident, and reasonable suspicion drug screens Provide valid US work authorization documents for E-Verify Satisfactory results of pre-employment background check results Diversity, Equity & Inclusion Commitment This job description is subject to change at any time. It reflects management’s assignment of essential functions, and does not exclude or restrict the tasks that may be assigned. Centuri and its subsidiary companies will provide equal employment opportunities to all applicants without regard to an applicant’s race, color, religion, sexual orientation, gender identity, genetic information, national origin, age, veteran status, disability, or any other status protected by federal, state or local law. Centuri will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested. Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Centuri Group and our subsidiaries we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles