3rd Shift - IT Help Desk Specialist

Maricopa County • Phoenix, AZ

7d • Onsite

About The Position

The IT Service Desk Specialist provides first-level technical support to end-users by troubleshooting, diagnosing, and resolving technology-related issues. This position monitors servers, network activity, and critical systems within the Network Operations Center (NOC) and responds to incoming service requests in a 24/7 operational environment. This position is onsite only and requires physical presence in the NOC during assigned 3rd-shift hours.

Requirements

• High school diploma or GED.
• Three (3) years help desk or application support experience and/or troubleshooting technology problems.
• Must possess or have the ability to obtain by the time of hire a valid Arizona driver's license.
• Prior to hiring, the Sheriff's Office requires that all candidates pass a background review.
• Knowledge of Microsoft 365, Windows Server 2019, Windows 10 and Windows 11
• Intermediate level of hardware: e.g., motherboards, CPU’s, DVD/CD-RW’s, printers.
• Computer operations procedures, operating systems, and platforms required.
• Current techniques and capabilities of personal computers, local area networks, and wide area networks.
• Skill in Providing customer service in Technical Help Desk or Data Center/NOC environment.
• Understanding and conveying technical support information clearly.
• Ability to Communicate information in oral and written format as appropriate for the needs of the audience.
• Establish and maintain successful working relationships.

Nice To Haves

• Associate’s Degree in Computer Science or closely related field
• HDI service desk certification
• Microsoft Windows 11 certification
• Experience with Ivanti Service Manager or comparable ticketing systems

Responsibilities

• Recognizes, researches, isolates, and resolves information systems problems.
• Resolves moderately complex problems immediately on the first call; refers more complex problems to senior level help desk technical support staff and/or other qualified technical support personnel as appropriate.
• Operates and monitors servers and peripheral equipment located in the Data Center/ Network Operations Center (NOC).
• Responds to end-user calls regarding PC software, hardware, and server application problems; applies active listening skills to accurately assess, translate, and identify issues to ensure a successful resolution.
• Documents end-user issues clearly and develops, maintains, and updates documentation as a reference for other support staff.
• Provides prompt and professional support in a high-pressure environment, which includes supporting law enforcement personnel on patrol shifts.
• Generates work orders through the IVANTI (LANDesk) Service Desk call tracking system.
• Operates and monitors all computer systems, networks, and peripherals in the NOC.
• Learns the job functions of immediate superior and peers within the department for backup purposes.
• Provides appropriate notification for planned and unplanned absences as per department protocols.
• Maintains presence at work site to perform tasks as scheduled and/or assigned by the supervisor.
• Utilizes LANDesk Management suite to remotely manage desktop and/or laptop systems.
• Resets network and/or application passwords.
• Assists in coordinating the resolution of application/software systems problems impacting production.
• Maintains contact with users on operational and production problems.
• Utilizes Microsoft Terminal Services (MSTSC) or Avanti to remotely manage desktop and/or laptop systems.
• Assists senior/lead help desk specialists and/or technical support personnel, as requested.
• Recognizes and identifies where existing policies and procedures require change, or new ones require development.
• Assists in resolving technical computer operations equipment problems.
• Logs documents and maintains history records on Information Technology production problems.
• Ensures backups and restores are completed efficiently and timely for all servers.

Benefits

• Choice of three medical plans – starting as low as $70/month
• Holidays – 10/year + 1 personal day
• Enrollment in Arizona State Retirement System
• Paid sick and parental leaves (birth/adoption)
• 10% discount at KinderCare facilities in the Valley and upcoming MCKids Club to serve County employees and their families exclusively
• MCSO Mentoring program to provide personal and professional growth opportunities for all employees.
• Access to free County gyms

What This Job Offers

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