Help Desk Specialist Senior

About the role

The Help Desk Specialist Senior provides expert PC desktop support for customers of the Information Technology Center (ITC) supported departments. This position leads and guides the ITC Help Desk team, delivers excellent customer service, and resolves technical issues related to PC hardware, software, and information systems. We value your time. The time with your family. The time you spend on the road. And the time you spend making a difference. At the Maricopa County Department of Transportation (MCDOT), we provide connections that improve people's lives. By combining innovative technologies with the vast talent of our employees, we plan for future needs and operate a transportation system with the community in mind. Are you interested in contributing to the community in which you work, live, and play? Then, join our team and help us build connections. Proud to Offer 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 Want to learn more about the County's Qualifying and Compensation Philosophy? Follow this link to learn more! Work With Us | Maricopa County, AZ We Require 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 Other Requirements Successful candidates must currently possess, or have the ability to obtain, a valid Arizona driver's license by the time of hire. We Also Value 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 Job Contributions Utilize the FreshService ticketing system; document, log, and escalate work tickets, and coordinate referrals to appropriate personnel for problem resolution Track issues to ensure customer needs are addressed and resolved, coordinate activities, and ensure that activities comply with industry best practices and Maricopa County standards Troubleshoot Tier 1 IT issues and provide subject matter expertise through detailed technical analysis of IT-related issues Maintain excellent written and verbal communications with customers, management, and colleagues, and provide guidance to customers and lower-level Help Desk personnel Maintain contact with users on operational and production problems and follow up with customers to ensure satisfaction and incident resolution. Respond to end-user requests for information and assist in problem resolution by answering phone calls and emails/tickets from customers Identify potential service level problems before they occur; determine and communicate solutions. Develop and implement processes that improve efficiency and enhance productivity, and send notifications for network outages and application problems Assists in resolving application issues impacting production Other job duties as assigned Working Conditions This position is eligible for hybrid flexibility after a brief training period Must be able to work in a normal, indoor office environment Position may require travel to and from job-related locations during a scheduled workday, subject to County policies regarding the use of County vehicles and/or private vehicles used on County business Must have manual dexterity of hands and body to operate office equipment Must be able to manage frequent interruptions, time pressures, high work volumes, multiple complicated tasks, unscheduled tasks, team-oriented activities, prompt decision-making, and interaction with government officials and the public Must constantly maintain concentration, accuracy, ethical behavior, and a professional demeanor Requires long periods of sitting while completing computer activities. Ability to lift boxes up to 25 pounds and carry, push, or pull up