Service Desk Coordinator Lead
About The Position
The Service Desk Coordinator Lead provides oversight, work direction and training to Service Desk Coordinators in the provision of initial contact customer service regarding technical issues. This position also completes higher level tasks associated with less common and more challenging help and service desks including procedure writing, dispatching of issues to the most appropriate technical resources, proactive customer service, meeting with leaders internal and external to the department to ensure needs are being met. About the Superior Court: The Superior Court of the Judicial Branch of Arizona in Maricopa County is dedicated to providing a safe, fair, and impartial forum for resolving disputes, enhancing access to our services, and providing innovative, evidenced-based practices that improve the safety of our community and ensure the public's trust and confidence in the Judicial Branch. The Superior Court in Maricopa County, one of the largest, most innovative, and progressive trial courts in the nation, seeks innovative individuals to join our team who will embrace our vision of excellence and the principles inherent in the Rule of Law...every person, every day, every time. We fulfill these principles through a culture that values fairness, respect, integrity, innovation, and safety.
Requirements
- High School diploma or GED
- Five (5) years of experience in information technology support OR Combined education and experience qualifications: Combination of education and experience may be considered in substitution for the minimum qualifications
- Knowledge of: PC workstations, standard Microsoft operating systems, Microsoft Office 365, and networking protocols
- Microsoft Windows Server (Active Directory, searching domains, user accounts, services, etc.)
- Microsoft Office 365 Admin Center, and Microsoft Exchange Admin Center
- Hardware/software troubleshooting techniques.
- TCP/IP networking, technology, and troubleshooting.
- Skill in: Customer service skills via phone, email, and in-person
- Effectively addressing hardware and software issues via telephone or remote control, and in-person
- Ability to: Work closely with team members, maintain a positive attitude, and a willingness to do whatever tasks are required to meet customers' technological needs.
- Communicate technical concepts to non-technical individuals.
- Speak and write clearly, concisely, and professionally.
Responsibilities
- Trains, oversees, assigns, monitors the workload of and assists with the hiring and supervision of Service Desk Coordinators.
- Manages workflow including identifying high priority work and providing for adequate and timely completion of unit’s job duties.
- Creates resources and develops training materials for department functions
- Collects, tracks, and distributes monthly statistical data related to Service Desk performance goals
- Responds to, evaluates, and prioritizes incoming telephone calls, voicemail, email, and in-person requests from customers experiencing problems with hardware, software, networking, and other computer-related technology.
- Interview customers to collect sufficient information to identify issues and lead customers through diagnostic procedures to determine the cause.
- Ability to apply standard diagnostic and troubleshooting principles, theories, concepts, and techniques in resolving user issues and technical problems appropriate to level one technical support.
- Assists staff in resolving complex customer technology issues.
- Logs and tracks calls using problem management software.
- Updates notes to document customer information and steps taken to resolve issues.
- Proactively seeks ways to help customers, assist team members, resolve problems, and improve services delivered to customers.
- Provide training in all computer-based business applications to Superior Court, Adult and Juvenile Probation, and Justice Courts.
- Assists with application testing, facilitate user testing groups, and document feedback sessions.
- Author and publishes rollout materials, such as splash announcements, informational releases, user guides, and manuals.
- Participates in application development assistance.
- Assists with data clean-up projects, training reports for management, business unit application support, and customer relations.
- May assist in providing training to other court departments as needed.
- Acts as supervisor in his/her absence.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
