UNS Energy Corporation Help Desk Technician II in Tucson, Arizona

UNS Energy Corporation, headquartered in Tucson, Arizona, is a subsidiary of Fortis Inc., the largest investor-owned electric and gas distribution utility in Canada. UNS Energy Corporation’s public utility subsidiaries, Tucson Electric Power Company, UNS Electric, Inc. and UNS Gas, Inc., provide electric and gas service to customers in southern and northern Arizona. For more information about UNS Energy Corporation, visit http://www.uns.com.

Tucson Electric Power provides safe, reliable electric service to approximately 414,000 customers in Southern Arizona. Although our company has been in business for more than 120 years, we continue to look for innovative ways of providing value, comfort, convenience and security to our customers every day. We’re evaluating cutting-edge energy technologies, reshaping our energy portfolio and expanding our renewable power and energy-efficiency programs. While our line of work can be challenging, it can also be rewarding. Our team of dedicated professionals values engagement, enthusiasm, innovation and collaboration.

In return, TEP offers a competitive compensation and benefits package that includes a 401k plan with a generous company match, a company-sponsored pension plan, tuition reimbursement, life insurance, long-term disability insurance and much more.

We are currently seeking a talented individual for the position IT Help Desk I, II, III. The successful candidate will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual use remote tools to provide help at the desktop level.

Position-Related Responsibilities

  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

  • Build rapport and elicit problem details from help desk customers.

  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

  • Apply diagnostic utilities to aid in troubleshooting.

  • Access software updates, drivers, knowledge bases, and frequently asked questions resources in the Product Procedures directory and on the Internet to aid in problem resolution.

  • Identify and learn appropriate software and hardware used and supported by the organization.

  • Test fixes to ensure problem has been adequately resolved.

  • Perform post-resolution follow-ups to help requests.

  • Develop help sheets and frequently asked questions lists for end users.

  • This position may provide services to affiliates of the Company subject to the UNS Energy Code of Conduct and the related Policies and Procedures.

Knowledge, Skills & Abilities

(Equivalent combination of education and experience will be considered.)

Minimum Qualifications__

  • High school diploma or GED.

  • Effective written and oral communication skills are required plus a willingness to learn in a rapidly changing environment.

  • Demonstrated ability to work both independently and as part of a team.

  • Experience with day to day call center or client support.

  • Requires equivalent experience of 3-5 years in a call center or client support discipline.

Preferred Qualifications

  • Two or more years in an IT related discipline is preferred.

  • Ability to be on-call 7 x 24 on a weekly rotating basis.

  • Technical knowledge of PC and desktop hardware.

  • Hardware troubleshooting experience.

  • Able to read and understand technical manuals, procedural documentation, and OEM guides.

Company: Tucson Electric Power

Location: Tucson, AZ

Job Category: Information Services

Position Type: Unclassified