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Position Description The Desktop Support Technician is a dual role position that provides technical service desk support to Maricopa County employees. This position requires a self-motivated team member to support Maricopa County laptops, desktops, mobile devices and user applications by processing incoming customer calls and providing hands on technical support. The candidate should possess advanced knowledge of Microsoft Windows operating systems, desktop and laptop computers, printers, scanners, and other peripheral devices. In addition, the candidate should have advanced knowledge of antivirus, backup solutions, software deployment, hard drive encryption, installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance. The candidate must have excellent customer service skills and possess the ability to work independently or in a team environment. The candidate should be comfortable working on important IT support initiatives and delivering positive results.
Skills Required process IT related service requests originating from customer phone calls, walk up service or electronic submittals – strive for 1st contact resolution • Log detailed descriptions of all incidents and resolutions in ticketing system • Route service requests to appropriate support department when first contact resolution is not possible, while monitoring Service Level Target compliance • Perform user provisioning duties such as adding new users to specialized applications, password resets, account unlocks • Provides excellent customer service
Experience Required • 3 or more years of experience as a Help Desk/Desktop Support Specialist. (Required) • Associate Degree in Computer Science or Networking (Preferred) • ITIL V3 Certificate in IT Service Management (Preferred) • Advanced knowledge of desktop security practices and applications. (Required) • Advanced knowledge of virus protection technologies. (Required) • Advanced knowledge of testing and deploying desktop applications using industry best practices. (Required) • Advanced understanding of Microsoft Windows 10. (Required) • Advanced understanding industry standard desktop troubleshooting techniques. (Required) • Advanced understanding of supporting end user connectivity from home networks, hotel and outside office networks. (Required) • Experience troubleshooting VPN client connectivity. (Preferred) • Experience configuring mobile devices using MDM tools such as AirWatch or Meraki. (Preferred) • Experience troubleshooting / using Virtual Desktop clients in an enterprise environment. (Preferred) • Advanced understanding of Web/Videoconferencing Applications. (Preferred) • Advanced oral and written communication skills. (Required) • Strong understanding of Multifunction Printers/Copiers and desktop printers. (Preferred) • Strong understanding of Macs. (Preferred) • Strong understanding of Microsoft Networking. (Required) • Strong organizational skills. (Required) • Highly motivated and able to work independently or as a member of a team. (Required) • Excellent customer service skills. (Required
Education Required HS Diploma
Education Preferred • Associate Degree in Computer Science or Networking (Preferred) • ITIL V3 Certificate in IT Service Management (Preferred)
Additional Information This position requires phone work. this is a dual role of help desk and desktop
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