Help Desk Specialist Senior

Maricopa County • Phoenix, AZ

2d • $27 - $42 • Hybrid

About The Position

The Help Desk Specialist Senior provides expert PC desktop support for customers of the Information Technology Center (ITC) supported departments. This position leads and guides the ITC Help Desk team, delivers excellent customer service, and resolves technical issues related to PC hardware, software, and information systems.

Requirements

• Five years of desktop support-related work experience
• High school diploma or GED
• An equivalent combination of post-secondary education and/or job-related experience may substitute for the required experience on a year-for-year basis
• Successful candidates must currently possess, or have the ability to obtain, a valid Arizona driver's license by the time of hire.

Nice To Haves

• Associate’s degree in Computer Science or related field.
• Five years of experience with troubleshooting current Windows OS, including versions 10 and 11
• Five years of experience with troubleshooting computer peripherals
• Proficient with Microsoft Office software
• A+, net+ or security+ certified

Responsibilities

• Utilize the FreshService ticketing system; document, log, and escalate work tickets, and coordinate referrals to appropriate personnel for problem resolution
• Track issues to ensure customer needs are addressed and resolved, coordinate activities, and ensure that activities comply with industry best practices and Maricopa County standards
• Troubleshoot Tier 1 IT issues and provide subject matter expertise through detailed technical analysis of IT-related issues
• Maintain excellent written and verbal communications with customers, management, and colleagues, and provide guidance to customers and lower-level Help Desk personnel
• Maintain contact with users on operational and production problems and follow up with customers to ensure satisfaction and incident resolution.
• Respond to end-user requests for information and assist in problem resolution by answering phone calls and emails/tickets from customers
• Identify potential service level problems before they occur; determine and communicate solutions.
• Develop and implement processes that improve efficiency and enhance productivity, and send notifications for network outages and application problems
• Assists in resolving application issues impacting production
• Other job duties as assigned

Benefits

• Tuition reimbursement
• Exceptional work-life balance with a hybrid work schedule option
• Opportunities for growth and development within Maricopa County
• Low-cost, high-value healthcare for you and your qualifying dependents
• Child care benefits, including access to our on-site center, Maricopa County Kids Club, dedicated to serving Maricopa County families
• Paid vacation, sick time, and parental leave
• Extensive wellness program, including an incentive
• Enrollment in the Arizona State Retirement System, a defined retirement benefit requiring a 12% per paycheck contribution rate that includes a 100% employer match on Day 1

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED