IT Support Technician II | IT Customer Care

IT Support Technician II | IT Customer Care

As an IT Support Technician II at APS, you're a key part of keeping employees productive and connected. This role provides hands-on technical support that helps APS teams do their work without interruption—whether they're supporting customers, maintaining systems, or keeping the power flowing. By restoring services quickly and resolving root issues, you help ensure APS can reliably serve our communities every day.

What Your Day Would Be Like:

• Provide timely technical support for employee hardware, mobile devices, conferencing tools, and business applications
• Troubleshoot and resolve issues related to desktop systems, peripherals, and enterprise applications, minimizing downtime
• Support CIP-enabled environments, including troubleshooting voice services, softphones, and related connectivity issues
• Assist with audio/visual (AV) and conferencing technologies, including conference room setups and collaboration tools (in partnership with AV/Conf SMEs)
• Travel between APS locations to provide onsite support and ensure consistent service delivery across sites
• Partner with IT teams and business groups to resolve incidents and improve overall service reliability
• Identify recurring issues and contribute to root cause analysis and long-term solutions
• Create and maintain clear, accurate documentation (knowledge articles, troubleshooting steps, and procedures) to improve team efficiency and self-service capabilities
• Deliver a positive, customer-focused experience that builds trust and reinforces IT as the front door to support
• Participate in an operational support model that may require after-hours support or overtime, as needed to meet business demands

Who We're Looking For:

• Experience providing technical support for computers, mobile devices, conferencing tools, and common business applications
• Working knowledge or exposure to CIP-based environments and enterprise voice/telephony support
• Familiarity with AV/conference room technologies (Teams Rooms, cameras, microphones, displays, etc.)
• Strong troubleshooting and problem-solving skills across hardware, software, and connectivity issues
• Ability to clearly communicate technical information to users with varying levels of technical understanding
• A documentation-oriented mindset, with the ability to create and maintain high-quality knowledge articles
• Willingness and ability to travel between locations to provide onsite support
• A customer-focused, collaborative approach with a strong sense of ownership and accountability
• Dependability and a genuine desire to help others succeed

Minimum Requirements:

• High school diploma PLUS three (3) years of prior relevant experience or equivalent combination of education and directly related experience

Preferred 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 confidentiality

Major Accountabilities:

• Acts as primary owner of assigned open issue until problem is resolved and ticket is closed
• Acts as primary customer contact for status of assigned tickets
• Provides basic level troubleshooting to uncover known issues
• Supports basic analysis of case logs
• Provides problem resolution for known issues in a timely manner or escalates tickets to the next support tier as appropriate
• Assists in reproducing issues
• May help train and assist entry level Technicians

Export Compliance / EEO Statement:

This 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). In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws. 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. Onsite: Requires work to be performed in the field and/or at an APS facility. Depending on the responsibilities of the role, this may include, but is not limited to, working at a power plant, job site, or in the community. Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees). Role types are subject to change based on business need.