IT Support Technician II: Onsite CIP & AV

Summary

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
• High school diploma
• PLUS 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 education

• 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.

This position may…