Salary
$48,880.00 - $83,200.00 Annually
Location
Phoenix, AZ
Job Type
Full-Time
Remote Employment
Remote Only
Department
Clerk of the Superior Court
Closing Date
7/2/2024 at 11:59 PM Arizona
About the Position
The Help Desk Coordinator Senior/Lead provides second tier PC desktop support to customers of the Clerk of the Superior Court.  This position is responsible for recognizing, researching, isolating, and resolving technical issues relating to PC hardware, software, and information systems so customers experience maximum business continuity. The senior/lead also helps train and mentor the first tier support agents, is responsible for OnBase account requests, and helps maintain and write knowledge articles.
About Us
Join a team on a mission to provide fair and equitable access to justice. Our department is looking for people who strive to provide excellent customer service, collaborate in a team atmosphere, and serve the community, by actively learning through experiences using both successes and failures as opportunities to learn and grow.   Every member plays a vital role in providing services for the justice system, the legal community, and the general public.
Proud to Offer
• Work with a greater purpose
• Tuition reimbursement
• Exceptional work-life balance, with hybrid and alternative work schedule options
• Opportunities for growth and development within Maricopa County
• Low-cost, high-value healthcare for you and your qualifying dependents
• Paid vacation, sick time, and parental leave
• Extensive wellness program, including healthcare premium discounts
• Employee discounts for goods and services
• Maricopa County participates in the Arizona State Retirement System. This defined retirement benefit requires a 12.29% monthly contribution rate and includes a 100% employer match on Day 1
• Learn more at Work With Us | Maricopa County, AZ
We Require
• Five (5) years’ of Help Desk and/or PC desktop support experience which includes the ability to operate Windows 10 based computer equipment and proficiency with Microsoft Office 365 software.
• High school diploma or GED. An Associate Degree is preferred.
• Additional years of professional level human resources experience may substitute for the education requirement on a year for year basis.
Job Contributions
• Acts as a second tier help desk point of contact, providing technical computer support to more than 600 internal customers, as well as a variety of external customers
• Assists Help Desk Supervisor with training and mentoring first tier help desk coordinators.
• Regularly writes and updates knowledge base articles
• Acts as primary resource for OnBase account requests
• Responds to end-user requests for information and assists in problem resolution by answering phone calls and emails from internal and external customers
• Maintains contact with users on operational and production problems and follows up with customers to ensure satisfaction and incident resolution
• Sends notifications for network outages and application problems
• Documents and maintains historical records on production issues by logging system outages and customer calls into helpdesk incident tracking system
• Coordinates referrals to appropriate technical and professional personnel for problem resolution
• Assists in coordinating the resolution of application issues impacting production
• Supports and exemplifies the COSC Factors for Success – Thought, Results, People, Self
• Performs other duties as assigned or required
Working Conditions
Mostly office setting in high volume, fast-paced environment. Builds constructive relationships with people both similar and different from oneself in an open, friendly, and accepting way.  Models supportive, inclusive, and equitable behavior; acts with positive intent, mutual respect, and honesty. Requires long periods of sitting while completing computer activities. Ability to frequently ascend and descend 1-3 steps to work area, with or without accommodation. Ability to lift boxes or other items up to 20 pounds and carry, push or pull from one courthouse to another. May require travel to and from job related locations during the course of a scheduled workday, subject to County policies regarding the use of County vehicles and/or private vehicles use on County business.
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.
JR12012