Title:  Technical Support Analyst III

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!

As a Technical Support Analyst you will ensure consistent and optimized delivery of desktop PC service-levels for assigned office locations for all IT related needs and requests. You will report to the Manager of Support Services. 

What You'll Do

• Record and classify all incoming IT related incidents and service requests received from customers at local offices and remote offices across the U.S. and Canada
• Provide internal and external customers with exceptional service and support
• Possesses great customer service skills including verbal, interpersonal, and written communication
• Has advanced knowledge of networks and connectivity of desktop systems
• Possesses advanced technical knowledge of computers, Operating Systems, and common windows applications
• Works through various Tier III issues with white glove service
• Possesses comprehensive knowledge of the principles, methods, and techniques used in computer and network troubleshooting and support
• Possesses comprehensive knowledge of desktop operating systems, networks, and client-server applications
• Escalate Level 3 incidents to 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 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
• Participate in IT Department projects to improve service levels or introduce new services
• Participate in weekly on-call rotation for after-hours support

What You'll Have

• Bachelor’s Degree in Business, IT or related field preferred
• Minimum 7 years of experience in administration of desktop environments and workstations, preferably in a multi-site environment
• Experience with ITIL and other quality assurance processes
• CompTIA certifications preferred
• Experience in the following required:  Microsoft Windows 7/10/11 and Microsoft Office Suite, MS Active Directory Services, PC imaging utilities, basic phone system moves/adds/changes, workflow/process building experience.

Preferred Qualifications:

• Microsoft and other certifications are beneficial
• Bilingual a plus

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, 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!