Help Desk Coordinator

The Help Desk Coordinator responds to end-user calls regarding PC software, hardware, and server applications problems. Troubleshoots, diagnoses, investigates, and resolves first-level user problems. Coordinates referrals to appropriate IT functional area as needed to resolve more complex end-user problems.

Minimum education and/or experience:
High School diploma or GED and three (3) years’ experience directly supporting customers in an information technology environment. Additional education in Computer Science, Information Technology or a related field may substitute for the experience on a year-for-year basis.

Knowledge, skills, and abilities:
Knowledge of:

• PC workstations, standard Microsoft operating systems, Microsoft Office Suite, and networking protocols.
• Hardware/Software troubleshooting techniques and workstation security concepts.

Skill in:

• Excellent customer service skills and ability to communicate professionally and effectively with all levels of staff and external business partners/vendors; both written and verbally.
• Maintaining a professional mannerism, understanding a sense of urgency, accountability, initiative and a strong work ethic.
• Effectively addressing hardware and software issues via telephone or remote control.

Ability to:

• Work closely with team members, maintain a positive attitude, and a willingness to do whatever tasks are required to meet customers’ technological needs.
• Communicate technical concepts to non-technical individuals.
• Speak and write clearly, concisely, and professionally.
• Apply standard diagnostic and troubleshooting principles, theories, concepts, and techniques in resolving user issues and technical problems appropriate to level one technical support.

Preferred education and/or experience:
Associates Degree and experience directly supporting customers in an information technology environment. Experience with PC Technician tasks, account administration, writing policy and procedure, extensive knowledge in desktop applications, printer support, workstation hardware, workstation imaging, workstation security concepts and support software. Preference given to applicants having a working knowledge of County related applications including the use of the Microsoft Office Suite and iCIS application/case management.

• Answers, evaluates, and prioritizes incoming telephone calls, voicemail, email and in-person requests from customers experiencing problems with hardware, software, networking, and other computer-related technology.
• Interviews customers to collect sufficient information to identify issues and lead customers through diagnostic procedures to determine cause.
• Resolves routine customer issues including logon problems, printing and basic applications support, appropriately assigning more complex issues to level two technical staff.
• Logs and tracks calls using problem management software. Update notes to document customer information and steps taken to resolve issue.
• Proactively seeks ways to help customers, assist team members, resolve problems and improve services delivered to customers.

The Maricopa County Human Resources Department performs recruitment, assessment and other personnel functions on behalf of the Judicial Branch and its departments. 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 evaluation of listed education and experience. The hiring authority will interview and select the successful candidate from a pool provided by Human Resources.

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

All Judicial Branch offers of employment and continued employment are contingent upon passing a thorough background/fingerprint check. Applicants must completely and fully answer any questions regarding felony and misdemeanor convictions including any convictions that have been expunged or set aside. Failure to include criminal history information is grounds for termination of an offer and employment. A conviction may not automatically disqualify an applicant.

Judicial Branch facilities are located throughout Maricopa County. This position may be reassigned to other locations. Assignments will be made based upon the needs of the department.

Employment for anyone hired or promoted into a Superior Court Classified position will be governed by the Classified Personnel Rules (CPR). This does not apply to positions in Adult Probation, Juvenile Probation or the Justice Courts.