Help Desk Specialist

Maricopa County • Phoenix, AZ

1d • $23 - $38 • Hybrid

About The Position

The Help Desk Specialist provides first-level technical support to all MCAO staff and serves as the initial point of contact for IT related issues. This role is responsible for receiving, documenting, and resolving basic technical requests, as well as triaging and escalating more complex issues to the appropriate IT teams. The Help Desk Specialist uses Microsoft Teams to answer calls and provide remote assistance, and ServiceNow to manage and track support tickets.

Requirements

• One year of experience in customer service technical environment or a technical support role
• High school diploma or GED
• A combination of post-secondary education and/or job-related experience may substitute for the minimum qualifications on a year-for-year basis.
• Must possess or have the ability to obtain a valid Arizona Driver’s License at time of hire
• Must possess or obtain ACJIS Criminal Justice Practitioner or Terminal Operator Certification upon hire or promotion and maintain certification throughout the course of this assignment

Nice To Haves

• Familiarity with MCAO’s mission, operations, and internal processes is highly desirable

Responsibilities

• Log, track, assign, and update support tickets in ServiceNow with accurate and detailed information
• Provide basic troubleshooting for hardware, software, network connectivity, and user access issues
• Escalate complex or unresolved issues to appropriate IT personnel following established procedures
• Assist users with password resets, account access, and standard workstation tasks
• Provide remote support using Microsoft Teams and other approved tools
• Maintain a high level of professionalism and customer service in all interactions
• Assists with semi-annual account and compliance audits
• Supports IT projects, deployments, and inventory management as needed

Benefits

• Tuition reimbursement
• Exceptional work-life balance, with hybrid and alternative work schedule options
• 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 11.98% monthly contribution rate that includes a 100% employer match on Day 1

What This Job Offers

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