IT Service Desk Specialist

Posting Date

Application Deadline

Pay Range

Job Type

Department

About the Position

The IT Service Desk Specialist troubleshoots, diagnoses, investigates, and resolves technology problems through communications with end-users. This position monitors servers, network traffic, and is responsible for first level technical support in response to incoming calls at the Help Desk.

About the Maricopa County Sheriff's Office:
Do you possess integrity, strong interpersonal skills, and do you have a desire to serve your community? The Maricopa County Sheriff's Office (MCSO) invites you to become part of Arizona's leading law enforcement agency. We are seeking passionate individuals to join our team with a variety of openings for Civilian, Detention and Sworn personnel. We come together as a team to support and provide public safety.

Compensation is more than a salary with MCSO:

• Growth and stability since 1871
• Choice of three medical plans - starting as low as $70/month
• Holidays - 10/year + 1 personal day
• Enrollment in Arizona State Retirement System
• Paid sick and parental leaves (birth/adoption)
• 10% discount at KinderCare facilities in the Valley and upcomingMCKids Club to serve County employees and their families exclusively
• MCSO Mentoring program to provide personal and professional growth opportunities for all employees.
• Access to free County gyms
• Learn more at Benefits Overview

Position Qualifications

We recognize your time is valuable, so please apply if you meet the following required qualifications:

Education

• High school diploma or GED.

Experience

• Three (3) years help desk or application support experience and/or troubleshooting technology problems.

Other requirements

• Must possess or have the ability to obtain by the time of hirea valid Arizona driver's license.
• Within six (6) months of hire must have a Level A Terminal Operator Certificate and within one (1) year of hire must have a Level E Terminal Operator Certificate.
• Training that may be provided on-the-job: FEMA NIMS - IS100 and 700; Safety; Payroll; PREA.
• Prior to hiring, the Sheriff's Office requires that all candidates pass a background review.

Our Preferred Candidate has

• Associate's Degree in Computer Science or closely related field
• HDI service desk certification
• Microsoft Windows 11 certification
• IVANTI ticket system or similar system experience

Essential Job Tasks

(This is not an all-inclusive list of all job duties that may be required; employees will be required to perform other related duties as assigned.)

• Recognizes, researches, isolates, and resolves information systems problems.
• Resolves moderately complex problems immediately on the first call; refers more complex problems to senior level help desk technical support staff and/or other qualified technical support personnel as appropriate.
• Operates and monitors servers and peripheral equipment located in the Data Center/ Network Operations Center (NOC).
• Responds to end-user calls regarding PC software, hardware, and server application problems; applies active listening skills to accurately assess, translate, and identify issues to ensure a successful resolution.
• Documents end-user issues clearly and develops, maintains, and updates documentation as a reference for other support staff.
• Provides prompt and professional support in a high-pressure environment, which includes supporting law enforcement personnel on patrol shifts.
• Generates work orders through the IVANTI (LANDesk) Service Desk call tracking system.
• Operates and monitors all computer systems, networks, and peripherals in the NOC.
• Learns the job functions of immediate superior and peers within the department for backup purposes.
• Provides appropriate notification for planned and unplanned absences as per department protocols.
• Maintains presence at work site to perform tasks as scheduled and/or assigned by the supervisor.
• Utilizes LANDesk Management suite to remotely manage desktop and/or laptop systems.
• Resets network and/or application passwords.
• Assists in coordinating the resolution of application/software systems problems impacting production.
• Maintains contact with users on operational and production problems.
• Utilizes Microsoft Terminal Services (MSTSC) or Avanti to remotely manage desktop and/or laptop systems.
• Assists senior/lead help desk specialists and/or technical support personnel, as requested.
• Recognizes and identifies where existing policies and procedures require change, or new ones require development.
• Assists in resolving technical computer operations equipment problems.
• Logs documents and maintains history records on Information Technology production problems.
• Ensures backups and restores are completed efficiently and timely for all servers.

Working Conditions

Maricopa County is an EEO/ADA Reasonable Accommodation Employer.

The following environments described are only representative of how the essential job tasks are currently performed or envisioned. As such, in order to accommodate a disability or limitation, the essential job tasks may be performed in ways other than described on these pages.

Work occurs primarily indoors in a 24/7 operation.Tasksrequire sitting for long periods, managingtime pressures, decision making, concentration, and accuracy. Position requires ethical conduct and a professional demeanor.

Work environment

• Indoors
• Rarely outdoors or in temperatures above 90 degrees
• Conditions may rarely include chemicals/fumes, smoke/dust, confined area, stairs or ladders, high noise level, dim lighting
  

Physical environment

• Sitting, standing walking
• Driving a vehicle
• Speaking, hearing, seeing, reading
• Distinguishing colors
• Bending/kneeling, reaching, twisting
• Climbing, crawling, crouching, balancing
• Precise dexterity
• Lifting floor to waist fifty (50) pounds
• Lifting waist to shoulder twenty five (25) pounds
• Lifting shoulder to overhead twenty five (25) pounds
• Carrying a weight of fifty (50) pounds for a distance of 200 feet
• Pushing/pulling a weight of one hundred (100) pounds for a distance of 200 feet
  

Social environment

• Time pressures
• Frequently changing tasks
• Accuracy
• Decision making
• Concentration/vigilance
• Teamwork, working in close physical proximity with others
• Overtime/rotating shifts
• Conditions frequently include high volume of work, interruptions, handling multiple or complicated tasks, unscheduled tasks
• Conditions may rarely include emergencies, isolation, public contact

Knowledge, Skills, and Abilities

Knowledge of

• Microsoft 365, Windows Server 2019, Windows 10 and Windows 11
• Intermediate level of hardware: e.g., motherboards, CPU's, DVD/CD-RW's, printers.
• Computer operations procedures, operating systems, and platforms required.
• Current techniques and capabilities of personal computers, local area networks, and wide area networks.

Skill in

• Providing customer service in Technical Help Desk or Data Center/NOC environment.
• Understanding and conveying technical support information clearly.

Ability to

• Communicate information in oral and written format as appropriate for the needs of the audience.
• Establish and maintain successful working relationships.

SELECTION PROCEDURE:

The Maricopa County Human Resources Department reserves the right to admit to the selection process only those candidates considered to be the most highly qualified. Those selected will be assessed based on the evaluation of listed education and experience. The hiring authority will interview and select the successful candidate from a list provided by Human Resources.

All offers of employment made to new hires and rehires at Maricopa County are contingent upon successful completion of a post-offer, pre-employment thorough background investigation. A background investigation is conducted on a current employee who changes to a Safety Sensitive Position or one having the potential for serious adverse impact on the integrity or efficiency of the County. These requirements do not pertain to employees of elected officials who undergo background investigation processes administered through their respective offices.

Typically, successful candidates are hired at a salary rate up to the midpoint of the range, based on relevant experience, internal equity, and budgetary allowances.

Maricopa County is an EEO/ADA Reasonable Accommodation Employer.

Selection Procedure

• Only the most qualified candidates will be considered

• Consideration will only be given to candidates who submit online applications

• Candidates will be contacted primarily through email and their Workday online application profile

• Must pass a pre-employment background and/or fingerprint investigation as required by statute or policy, including drug and alcohol testing requirements for positions designated as safety-sensitive

Maricopa County is an equal opportunity employer.

Apply Now!