IT Support Technician II | IT Customer Care - Deer Valley

IT Support Technician II | IT Customer Care - Deer ValleyApply nowDate: Oct 4, 2024Location: PHOENIX, AZ, US, 85021-1808Company: APSOur present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.SummaryIT Support Technician II | IT Customer Care - Deer ValleyAs an IT Support Technician II at our Deer Valley location, you will provide essential technical support to our internal users, ensuring they have the tools and resources they need to perform their roles effectively. You will interact with various IT and business organizations to restore services and identify and resolve core problems.What your day would be like:You are responsible for:+ Technical Support: Provide timely and effective technical support for computer applications, hardware, and devices to internal users.+ Service Restoration: Collaborate with different IT and business units to restore services quickly and efficiently.+ Problem Resolution: Identify and correct core problems, ensuring long-term solutions and improvements.+ User Assistance: Assist users with technical issues, providing clear guidance and support to enhance their productivity.+ Proactive Maintenance: Perform regular maintenance and updates to ensure systems and devices are running optimally.The kinds of people we want to talk to have done many of the following:+ Technical Expertise: Proven experience in providing technical support for computer applications, hardware, and devices.+ Problem-Solving Skills: Strong ability to identify, diagnose, and resolve technical issues efficiently.+ Communication Skills: Excellent interpersonal and communication skills, with the ability to assist users effectively.+ Collaborative Spirit: Ability to work well with different IT and business units, fostering positive relationships and teamwork.+ Customer Focus: Dedication to providing high-quality customer service and support.*Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need.Minimum RequirementsIT Support Technician II | IT Customer Care - Deer Valley+ High school diploma+ AND three (3) years of prior relevant experience or equivalent combination of education and directly related experience+ Requires basic job knowledge of systems and procedures obtained through prior work experience or educationPreferred Special Skills, Knowledge or Qualifications+ Knowledge of service offerings; customer service principles; various computer software applications, computer/networking hardware, standard operating systems, and any other computer-related technologies.+ Skill in customer service; interpersonal, written and oral communications; working collaboratively in teams and across organizations; synthesizing feedback and adjusting plans accordingly; building strong relationships inside and outside the organization; resolving incidents/problems efficiently and effectively.+ Ability to respond promptly to customer needs; take a customer-centric approach to problem solving; solicit customer feedback to improve service; respond to requests for service and assistance; manage difficult or emotional customer situations; solve conflict; maintain confidentialityMajor Accountabilities1) Acts as primary owner of assigned open issue until problem is resolved and ticket is closed2) Acts as primary customer contact for status of assigned tickets3) Provides basic level troubleshooting to uncover known issues4) Supports basic analysis of case logs5) Provides problem resolution for known issues in a timely manner or escalates tickets to the next support tier as appropriate6) Assists in reproducing issues7) May help train and assist entry level TechniciansExport Compliance / EEO StatementThis position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).Arizona Public Service is a smoke free workplace.CIP Requirement:This position requires Critical Infrastructure Protection (CIP) access consistent with North American Electric Reliability Corporation (NERC) standards. The applicant considered for this role will be required to obtain and maintain CIP access for the duration of employment in this position. A full seven (7) year criminal history will be obtained through the pre-employment background check process (or, for current employees, through supplemental background check process) to fulfill the CIP access requirements. In addition, this position requires an additional background check every seven years to maintain access.Flex Role:This position is not required to be performed at a specific APS facility as long as adequate technology and a solid ergonomic set up are present. Pending agreement with leadership, employees hired into this role will be able to choose where they prefer to perform their work, but the ultimate decision is the company's. Employees will have two options to choose from:+ APS office based: The employee prefers to work most of the time from an APS facility.+ Home based: The employee prefers to work most of the time from his/her home.*Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need.