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Technical Support Analyst II

Date: Jun 26, 2019

Location: Phoenix, AZ, US, 85027

Company: Centuri Group, Inc.


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At Centuri companies, our Technical Support Analyst II is responsible for ensuring consistent and optimized delivery of desktop PC service-levels for assigned office locations for all IT related needs and requests.

  • Excellent benefit package including Health Insurance as low as .23 cents per week
  • Employer Health Saving Acct. contribution up to $1,600.00 per year
  • Company 401(k) match: dollar for dollar on first 3% and $.50 on the dollar for the next 4%
  • Dental and Vision as low as $5.45 per week
  • 9 company paid holidays plus accrue PTO/Vacation time
  • Record and classify all incoming IT related incidents and service requests received from customers at local offices and while participating in a company-wide phone queue
  • Provide internal and external customers with exceptional service and support
  • Resolve all assigned Level 1 and Level 2 incidents and service requests within Service-Level Objectives (< 1-hour response time, < 3-day resolution time). Provide proper communication to customers during the resolution process
  • Escalate Level 3 incidents to appropriate Subject Matter Experts (SMEs). Coordinate with SMEs to verify that escalated tasks are completed in a timely manner
  • 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 and deployed in a quality and timely manner
  • Ensure that IT equipment is replaced at the end of its lifecycle and properly disposed of according to IT Equipment Policy
  • Assist with the setup of IT infrastructure for new or relocating local offices
  • Assist IT Infrastructure Team with troubleshooting and installation of infrastructure equipment at 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 duties as requested by management 
Education, Skills, Experience Needed
  • Bachelor’s Degree in Business, IT or related field preferred
  • Minimum 3 years 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
  • Must be Bilingual
Working 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
  • 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 a clean driving record
Equal Employment Opportunity Statement

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

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