Technical Support Specialist

2 weeks ago

Phoenix, Arizona, United States Centuri Group, Inc. Full time
Job Summary

We are seeking a skilled Technical Support Specialist to join our team at Centuri Group, Inc. As a Technical Support Specialist, you will be responsible for ensuring consistent and optimized delivery of desktop PC service-levels for assigned office locations. This includes providing internal and external customers with exceptional service and support, resolving assigned Level 1 and some Level 2 incidents and service requests within Service-Level Objectives, and escalating Level 2 incidents to appropriate level 2 Subject Matter Experts (SMEs).

Key Responsibilities
  • 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
Requirements
  • Bachelors 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 We Offer
  • 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

Centuri Group, Inc. is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and authentic workplace where everyone feels valued and respected.

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