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.
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, and sends notifications for network outages and application problems.
Assists in resolving application issues impacting production.
Other job duties as assigned.

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
Successful candidates must currently possess, or have the ability to obtain, a valid Arizona driver's license by the time of hire.
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

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

Senior Help Desk Specialist

About this role