What are the responsibilities and job description for the Technical Support Analyst I position at Centuri Group, Inc.?
Technical Support Analyst I
Date : Oct 9, 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 were committed to providing a stable foundation to continuously grow and thrive. Weve 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
What You'll Get
Work Environment
Legal Stuff
Diversity, Equity & Inclusion Commitment
This job description is subject to change at any time. It reflects managements 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 applicants 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.
Dont 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 youre excited about this role but your past experience doesnt 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!
