Service Desk Specialist

Maricopa County • Phoenix, AZ

3d • Hybrid

About The Position

The Service Desk Specialist provides frontline technical support for the Clerk of the Superior Court’s Department of Technology & Innovation (DTI). This role serves as the primary point of contact for end users seeking technical assistance and is responsible for diagnosing, troubleshooting, and resolving issues related to desktop systems, applications, and enterprise technology platforms. The Service Desk Specialist provides frontline technical support and intermediate troubleshooting through telephone, email, ticketing systems, and Teams. The position ensures timely resolution of incidents and service requests while maintaining a high level of customer service and professionalism. Responsibilities include supporting workstation hardware, operating systems, productivity applications, identity management systems, and basic networking connectivity. The Service Desk Specialist documents and tracks incidents, escalates complex technical issues when appropriate, and collaborates with technical support, infrastructure, cybersecurity, and applications teams to restore service and maintain operational continuity. Success in this role requires strong troubleshooting ability, effective communication skills, attention to detail, and a commitment to providing exceptional customer support.

Requirements

• Three years of relevant work experience, aligning with duties and responsibilities of the role
• Associate’s degree from an accredited college or university in Computer Science, Information Technology, or related field
• Post-secondary education and/or job-related experience may substitute for the education requirement on a year-for-year basis.

Nice To Haves

• Experience providing Tier I support in an enterprise or government IT environment
• Working knowledge of Microsoft Windows operating systems (Windows 11)
• Experience supporting Microsoft 365 applications and services
• Familiarity with Active Directory user administration including account provisioning and password management
• Experience using IT service management platforms such as Freshservice, ServiceNow, or similar ticketing systems
• Basic understanding of networking concepts including IP addressing, DNS, and connectivity troubleshooting
• Experience configuring and supporting laptops, desktops, printers, and mobile devices
• ITIL, CompTIA A+, Microsoft Fundamentals, or similar technical certifications

Responsibilities

• Serve as the primary point of contact for technical support requests, responding to incidents and service requests received through phone, email, ticketing systems, or in person.
• Diagnose and resolve Tier I and some Tier II technical issues involving desktop systems, operating systems, applications, and peripheral devices.
• Document, track, and manage incidents and service requests using the organization’s IT service management platform.
• Install, configure, and maintain desktop computers, laptops, mobile devices, printers, and other end-user technology.
• Provide support for Microsoft Windows operating systems, Microsoft 365 applications, and common enterprise productivity tools.
• Perform user account administration tasks including password resets, account provisioning, and access troubleshooting within identity management systems such as Active Directory.
• Troubleshoot basic network connectivity issues involving wired and wireless connections, printers, and shared resources.
• Assist with inventory tracking and asset management of technology equipment including desktops, laptops, mobile devices, and related peripherals.
• Maintain communication with users during incident resolution and follow up to ensure service restoration and customer satisfaction.
• Escalate unresolved or complex technical issues to appropriate infrastructure, applications, or cybersecurity teams.
• Develop and maintain support documentation, knowledge base articles, and standard operating procedures.
• Participate in technology deployment projects including workstation rollouts, operating system upgrades, and application deployments.
• Maintain awareness of emerging technologies, security practices, and support methodologies relevant to enterprise IT operations.
• Support departmental initiatives that improve service delivery, operational efficiency, and customer experience.
• Perform other duties as assigned.

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: Mid Level
• Education Level: Associate degree