Job Title: Desktop Support Specialist
Job Code: CoP 167874
Client: City of Phoenix – Water Services Department
Location: Phoenix, Arizona
Duration: 1 Year (Until 12/07/2027)
Work Hours: Monday–Friday, 8:00 AM–5:00 PM (40 hours/week)
Work Location Address: 200 W. Washington St, Phoenix, AZ 85003
Work Arrangement: 100% Onsite – Local Candidates Only
Number of Positions: 2
Closing Date: 11/10/2026 at 3:00 PM
Position Overview
The City of Phoenix Water Services Department is seeking two User Technology Specialists to provide frontline technical support to end users across the organization.
The selected candidates will troubleshoot hardware, software, connectivity, and access-related issues while delivering excellent customer service. They will also collaborate with technical teams to resolve complex technical issues, support IT initiatives, and contribute to continuous improvement of IT services.
The position reports to the Water Services Department, Technology Services Division.
Required Qualifications
- Minimum 2 years of experience providing technical support in a networked workplace environment.
- Experience troubleshooting computer hardware, software, peripheral equipment, connectivity, and user-access issues.
- Working knowledge of desktop operating systems, standard business applications, computer hardware, mobile devices, and printers.
- Understanding of common network connectivity concepts.
- Experience documenting, tracking, and resolving technical support requests through a ticketing or service-management system.
- Strong verbal and written communication skills, including the ability to explain technical information to users with varying technical knowledge.
- Ability to organize and prioritize multiple service requests, follow established procedures, and escalate issues when necessary.
- Equivalent combinations of education and experience may be considered.
Preferred Qualifications
- Experience supporting endpoint management, deployments, updates, and policy enforcement.
- Troubleshooting escalated Level 2 technical issues involving hardware, software, and peripherals.
- Experience supporting field staff, office employees, and management.
- Familiarity with imaging solutions, deployment utilities, and software installers.
- Experience creating and updating technical documentation, user guides, and knowledge base articles.
- Experience working collaboratively with technical teams.
- Hands-on experience with ServiceNow or RemedyForce for ticket tracking and issue management.
- Experience with Active Directory, including user accounts, computers, and security groups.
- Experience with Microsoft Configuration Manager (SCCM) or Tanium for endpoint configuration, software deployment, patching, and policy enforcement.
- Experience troubleshooting secure remote access and VPN connectivity using Palo Alto GlobalProtect or similar technologies.
- Experience deploying, configuring, and troubleshooting Windows 11 devices, including operating system, applications, drivers, user profiles, and performance issues.
Key Responsibilities
- Provide frontline technical support to end users across the organization.
- Troubleshoot hardware, software, peripheral, connectivity, and access-related issues.
- Document, track, prioritize, and resolve service requests using ticketing systems.
- Escalate complex technical issues to the appropriate technical teams.
- Support desktop computers, mobile devices, printers, and standard business applications.
- Assist with endpoint deployments, software updates, imaging, and configuration.
- Support Active Directory user and access administration.
- Assist with software deployment, patching, and endpoint policy enforcement.
- Troubleshoot Windows 11 devices and VPN connectivity issues.
- Maintain technical documentation, user guides, and knowledge base articles.
- Collaborate with IT teams to improve service delivery and user experience.
Ideal Candidate Profile
- Quick learner who can adapt to new technologies and changing business needs.
- Proactive, organized, and capable of managing multiple tasks independently.
- Strong problem-solving and customer-service skills.
- Positive attitude when supporting users with different technical skill levels.
- Effective communicator and team player.
Primary Skills
Technical Support | Desktop Support | Windows 11 | Active Directory | ServiceNow | SCCM | Tanium | Endpoint Management | Imaging | Software Deployment | Configuration Management | VPN | Palo Alto GlobalProtect | Hardware Troubleshooting | Software Troubleshooting | Mobile Device Management | Level 2 Support | Ticketing Systems | User Access Management | Customer Service
About SR International INC.
SR International has been a leading name among the IT consulting companies with offices in US and India. For past 16 years, our industry experience and domain knowledge have enabled us to provide innovative solutions to our customers.
Who We Are
We Are Leading IT Based Solution Providers
Today, the world of business information represents the realization of our collective efforts toward improving the future. Held only by the limits of our imagination, the business world is accelerating at an ever-increasing pace. Imagine a better way of doing business, of implementing the perfect software, of refining practice or business integration. All it takes are benchmark standards in service, support, and technical know-how, which have been our bread and butter.
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Established in 2002, SR International Inc is one of the fastest growing and reputed provider of Information Technology Services and Solutions in the USA. Since our inception, we have been a trusted IT partner for our clients. We take pride in our highly skilled IT Resources and unique engagement model. We have been consistently delivering on our promises as a high-performance team. Our expertise in Cloud Computing, Mobility, Web Technologies, ERP and CRM are second to none. Our industry-leading flagship product iMathSmart is re-defining math learning experience for school students.
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