IT Support Specialist
Maricopa County - Phoenix, AZ
posted 3 months ago
About the position
The IT Support Specialist will be an integral part of a dedicated team responsible for providing end-user phone support to over 10,000 customers across more than 45 departments and 100 locations within Maricopa County. This role is primarily focused on delivering support through various channels including phone, email, chat, and self-service options. The IT Support Specialist will act as the first point of contact for a diverse range of enterprise services and systems, ensuring that customer inquiries are addressed efficiently and effectively. The primary goal is to achieve first-call resolution, which involves not only answering questions but also troubleshooting issues and providing solutions on the spot whenever possible. In addition to direct support, the IT Support Specialist will be responsible for ticket triaging and escalation routing. This means that they will assess the nature of incoming requests and determine the appropriate level of support needed, forwarding tickets to the relevant Level 2 or Level 3 technology groups when necessary. The role requires a strong commitment to customer service, as well as the ability to manage multiple tasks and prioritize workloads in a fast-paced environment. The IT Support Specialist will also be expected to maintain detailed records of customer interactions, ensuring that all tickets are logged with accurate descriptions, work notes, and resolutions in the ticketing system. The position offers a unique opportunity to work with a greater purpose, contributing to the efficiency and effectiveness of IT services within Maricopa County. Employees can expect a supportive work environment that promotes growth and development, as well as a comprehensive benefits package that includes tuition reimbursement, wellness programs, and retirement plans. The work is performed in a hybrid configuration, allowing for flexibility between in-office and remote work, while also requiring participation in an on-call rotation for after-hours support.
Responsibilities
- Provide end-user phone support for over 10,000 customers across multiple departments and locations.
- Act as the first line of contact for enterprise services and systems, addressing inquiries via phone, email, chat, and self-service.
- Achieve first-call resolution for customer issues and inquiries.
- Perform ticket triaging and escalate tickets to appropriate L2/L3 technology groups as needed.
- Log detailed descriptions, work notes, and resolutions in the ticketing system for all customer interactions.
- Manage Level 1 and 2 responsibilities including Active Directory management, password resets, and user provisioning.
- Provide desktop and mobile device management using tools like Microsoft SCCM and AirWatch.
- Update knowledge base articles and improve processes based on feedback and audits.
- Participate in a 24x7 on-call rotation for after-hours support.
Requirements
- Three years of recent experience providing tier 1 support in a technical helpdesk environment supporting 7000+ users.
- Three years of experience providing support through ServiceNow Live Agent.
- High School Diploma or GED.
- A combination of post-secondary education and/or job-related experience may substitute for the minimum qualifications on a year-for-year basis.
- Associate's degree or higher in Computer Science or related field is preferred.
- Two years of recent experience providing tier 1 support in a technical helpdesk environment is valued.
- ITIL 3.0 or 4.0 Foundation Certification is preferred.
- At least one technical certification such as CompTIA A+, HDI Support Center Certification, or Microsoft Certified Professional is preferred.
- Experience with MDM using AirWatch and Okta Admin Center for user management is preferred.
- Experience supporting Electronic Health Record (eHR) systems is preferred.
Nice-to-haves
- Experience with mobile device support using AirWatch.
- Knowledge of ITIL best practices.
Benefits
- Employee discount
- Parental leave
- Retirement plan
- Tuition reimbursement
- Wellness program
