Posting Date 04/15/25
Application Deadline 04/16/25
Pay Range $21.75 - $36.25 hourly
Salary offers are based on the candidate's equivalent experience and internal equity with other employees within the same job classification. This position is eligible for overtime compensation for all hours worked over 40 in the designated workweek.
Job Type Unclassified
Department Enterprise Technology
About the Position The IT Support Specialist will be part of a team responsible for end-user phone support of 10,000+ Maricopa County customers across 45+ departments and 100+ locations. Support is primarily provided remotely but requires onsite availability twice a week, but it could be more. Acting as the first line of contact for a wide array of enterprise services and systems, the IT Support Specialist will provide incoming telephone, self-service, email, and chat support (with a primary goal of first-call resolution), ticket triaging, and escalation routing of tickets to the appropriate L2/L3 technology groups.
About Us Are you seeking a career in a dynamic organization that embraces a can-do spirit? Look no further than the Maricopa County Office of Enterprise Technology.
Our team prides itself on leveraging technology to create digital transformations. We look for ways to bring about innovative solutions while providing top-notch customer service. Apply today and become part of the team that makes a lasting impact on Maricopa County's future of technology.
Proud to Offer - Work with a greater purpose
- Tuition reimbursement
- Exceptional work-life balance
- 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 12.27% monthly contribution rate and includes a 100% employer match on Day 1
- Learn more at Work With Us Maricopa County, AZ
We Require - Three years of experience providing support through ServiceNow Live Agent
- High school diploma or GED
- An equivalent combination of post-secondary education and/or experience may substitute for the required experience on a year for year basis.
We Also Value - Associate's degree or higher in Computer Science or related field
- Five years of recent experience providing tier 1 support in a technical helpdesk environment
- ITIL 3.0 or 4.0 Foundation Certification
- CompTIA A+, HDI Support Center Certification, or Microsoft Certified Professional
- MDM experience using AirWatch
- Okta Admin Center experience managing users, control apps, and policy settings
- Mobile Device Support - AirWatch
- Experience supporting eHR (Electronic Health Record) systems
Job Contributions - Provides exemplary customer service with each customer encounter. Promotes customer satisfaction program.
- Meets customer demands, prioritizes workloads, coordinates activities, and ensures activities comply with ITIL best practices.
- Manages Level 1 and 2 responsibilities related to, but not limited to, Active directory user management, password resets, account unlocks, user provisioning/decommissioning, application support, hardware support, network support, technology troubleshooting, and remote support.
- Provides desktop and mobile device support using Microsoft SCCM, VMWare, AirWatch, Intune, and 3rd party application management tools
- Conducts thorough investigation and probing and references knowledge articles to resolve questions and issues at the first level.
- Excels at escalation management, asking the right questions, referencing available resources, and fostering collaboration to ensure tickets are escalated to level 2 - 3 groups efficiently and effectively.
- Ensures tickets are logged with detailed information consistently. Ensures accurate categorization of incidents and requests
- Publishes and updates knowledge base articles, embracing the drive to help improve the team and elevate the customer experience.
- Receives feedback from quality audits and takes measures to improve proactively.
- Monitors ServiceNow operational dashboards, speaking out and acting when there is an opportunity to improve.
- Participates in Major Incident Management (MIM), following MIM processes and collaborating with the MIM manager when required during regular business hours and after-hours.
Working Conditions Exerting up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time. Position is typically office or administrative work and is not substantially exposed to adverse environmental conditions.
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.