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Senior Help Desk Specialist
Maricopa CountyIT Help Desk Specialist providing expert desktop support for ITC departments. Leading the Help Desk team and resolving technical issues related to PC hardware and software.
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
desktop supporttroubleshootingWindows OScomputer peripheralstechnical analysisprocess improvementcustomer service
Soft Skills
communicationleadershipproblem resolutioncustomer satisfactionteam guidance
Certifications
A+Network+Security+