Help Desk Specialist Job at Maricopa County, AZ
Posting Date
11/17/22
Application Deadline
11/23/22
Pay Range
$18.20 - $32.65 per hour
The pay range listed above reflects the FULL pay range for this position. The expected ENTRY pay range is $18.20 to $25.43 per hour, based on the candidate's equivalent experience and internal equity with other employees within the same job classification. The position is eligible for overtime compensation for all hours worked over 40 in the designated workweek.
Job Type
Contractor with Benefits
Department
Human Services
About the Position
As the Help Desk Specialist, you will be part of a team responsible for phone, remote, and onsite end-user support for the Human Services Department’s Microsoft Dynamics System. The team’s primary goal is to maintain the users of the HSD Dynamics System's ability to perform their daily business tasks and ensure business continuity by acting as the first line of contact for a wide array of issues in the Dynamics System. As the Help Desk Specialist, you will actively participate in direct incoming Dynamics Ticket/telephone support (with a primary goal of first-contact issue resolution), and be a source for triaging Dynamics technical issues and escalating them as appropriate.
About Us
Together, we can thrive.
In Human Services, we focus on maximizing potential and providing support and resources for all stages of life. We partner with families and communities to encourage children to learn, invite youths and adults to cultivate professional skills, guide families to achieve financial success, and enable seniors to live independently.
Join our team and unlock your potential.
Proud to Offer
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Perform work with a greater purpose
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Opportunities for growth and development within Maricopa County
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Exceptional work-life balance and alternative work schedule options
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Low-cost, high-value healthcare for you and your qualifying dependents
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Enrollment in Arizona State Retirement System
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Paid vacation, sick, and parental (birth/adoption) leaves
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Extensive wellness program, including healthcare premium discounts
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Employee discounts for goods and services
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Learn more atmaricopa.gov/5284/Why-Work-Here
We Require
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High school diploma or GED
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2 years of recent experience providing tier 1 support in a technical helpdesk environment
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Ability to obtain a valid Arizona driver’s license upon hire
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Ability to obtain an Arizona Department of Public Safety Level 1 Fingerprint Clearance Card
We Also Value
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Associate's degree or higher in computer science or a related field
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CompTIA A+, HDI Support Center Certification, and Microsoft Certified Professional
Job Contributions
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Meet customer demands, prioritize workloads, coordinate and ensure activities comply with industry best practices and Maricopa County standards
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Cover inbound calls as part of a scheduled rotation
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Accurately triage incoming tickets
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Log detailed descriptions of all incidents and resolutions in the Microsoft Dynamics ticketing system
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Maintain communication paths between customers and support divisions during service outages
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Interface with other County technical groups as well as troubleshoot complex issues for HSD Microsoft Dynamics Users
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Maintain knowledge base maintenance, ticketing system maintenance, reports creation, and collecting statistical data
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Create manuals for technical training
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Gather and analyze information about the user’s issue and determine the best way to resolve their problem
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Management of Level 1 and 2 responsibilities related to, but not limited to: basic support and troubleshooting such as password resets and account unlocks
Working Conditions
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Office environment
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May be subject to repetitive motion such as typing and data entry
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Frequent computer use involves the need to see details at a close range
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May be subject to bending, reaching, kneeling, stooping, and lifting up to 50 pounds (i.e. moving laptops, boxes of telephones, headsets, and placing items into/from storage locations
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.
Maricopa County is an EEO/ADA Reasonable Accommodation
Employer.
Apply Now!
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