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Senior Technical Support Analyst

Date: May 10, 2022

Location: Phoenix, AZ, US, 85027

Company: Centuri Group, Inc.

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, committed to 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!

 

As a Senior Technical Support Analyst you will be responsible for ensuring consistent and optimized delivery of desktop PC service-levels for IT related needs and requests. You will report to the Director of Data & AI. 

What You'll Do

  • Record and classify all incoming IT service requests received through the company-wide phone queue
  • Provide service support to internal customers
  • Resolve all assigned incidents and service requests within service-level goals
  • Escalate Level 3 incidents to appropriate Subject Matter Experts (SMEs)
  • Coordinate with SMEs to resolve any ongoing or widespread IT service issues
  • Provide training to customers on basic IS troubleshooting skills to increase cross-training and work efficiency
  • Ensure that new IT equipment is configured and deployed
  • Ensure that IT equipment is replaced at the end of its lifecycle and disposed of according to IT Equipment Policy
  • Help with the setup of IT infrastructure for new or relocating local offices
  • Help the IT Infrastructure Team with troubleshooting and installation of infrastructure equipment at local offices
  • Coordinate with local vendors (telecom, cabling) to resolve service issues and deploy new services
  • Participate in IT Department projects to improve service levels or introduce new services
  • Participate in weekly on-call rotation for afterhours support
  • Perform other responsibilities as requested by leadership

What You'll Have

  • Bachelor's Degree in Business, IT or equivalent experience
  • 7 years of experience in administration of desktop environments and workstations in a multi-site environment
  • Experience with ITIL and other quality assurance processes
  • Experience using the following required: Microsoft Windows 10 and Microsoft Office Suite, MS Active Directory Services, PC imaging utilities, basic phone system moves/adds/changes
  • Microsoft and other certifications are 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
  • Some travel may be required
  • 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
  • Valid driver’s license with clean driving record

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, sex, gender, 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.


Nearest Major Market: Phoenix