Senior Help Desk Specialist

Role Overview

• Provides expert PC desktop support for customers of the Information Technology Center (ITC) supported departments
• Leads and guides the ITC Help Desk team
• Delivers excellent customer service and resolves technical issues related to PC hardware, software, and information systems
• Utilizes the FreshService ticketing system; documents, logs, and escalates work tickets, and coordinates referrals to appropriate personnel for problem resolution
• Tracks issues to ensure customer needs are addressed and resolved, coordinates activities, and ensures that activities comply with industry best practices and Maricopa County standards
• Troubleshoots Tier 1 IT issues and provides subject matter expertise through detailed technical analysis of IT-related issues
• Maintains excellent written and verbal communications with customers, management, and colleagues, and provides guidance to customers and lower-level Help Desk personnel
• Maintains contact with users on operational and production problems and follows up with customers to ensure satisfaction and incident resolution
• Responds to end-user requests for information and assists in problem resolution by answering phone calls and emails/tickets from customers
• Identifies potential service level problems before they occur; determines and communicates solutions
• Develops and implements processes that improve efficiency and enhance productivity
• Sends notifications for network outages and application problems
• Assists in resolving application issues impacting production
• Other job duties as assigned

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
• 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

Benefits

• Work with a greater purpose
• 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