Help Desk Specialist Senior

Posting Date

08/04/25

Application Deadline

08/07/25

Pay Range

$25.75 - $41.50 hourly

Salary offers are 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

Unclassified

Department

Transportation

About the Position

The Help Desk Specialist Senior provides expert PC desktop support for customers of the Information Technology Center (ITC) supported departments. This position leads and guides the ITC Help Desk team members, delivers excellent customer service, and resolves technical issues relating to PC hardware, software, and information systems.

About Us

We value your time. The time with your family. The time you spend on the road.  And the time you spend making a difference. At the Maricopa County Department of Transportation (MCDOT), we provide connections that improve people's lives. By combining innovative technologies with the vast talent of our employees, we plan for future needs and operate a transportation system with the community in mind. Are you interested in contributing to the community in which you work, live, and play? Then, join our team and help us build connections. 

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

• Child care benefits, including access to our on-site center, Maricopa County Kids Club, dedicated to serving Maricopa County families exclusively

• 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% monthly contribution rate and includes a 100% employer match on Day 1

• Learn more at Work With Us | Maricopa County, AZ

We Require

• Five years of desktop support-related work experience

• High school diploma or GED

• An equivalent combination of post-secondary education and/or job-related experience may substitute for the required experience on a year-for-year basis

• Must possess or have the ability to obtain a valid Arizona driver’s license by the time of hire

We Also Value

• Associate’s degree in computer science or a related field

• Five years of experience with troubleshooting Windows 7 and 10 computers

• Five years of experience with troubleshooting computer peripherals

• Proficient with Microsoft Office software.

• A+, net+ or security+ certified

Job Contributions

• Utilize the FreshService ticketing system; documents, logs, and escalates work tickets and coordinates referrals to appropriate personnel for problem resolution

• Track issues to ensure customer needs are addressed and resolved, coordinate activities, and ensure that activities comply with industry best practices and Maricopa County standards

• Troubleshoot Tier 1 IT issues and provide subject matter expertise through detailed technical analysis of IT-related issues

• Maintain excellent written and verbal communications with customers, management, and colleagues, and provide guidance to customers and lower-level Help Desk personnel

• Maintain contact with users on operational and production problems and follow up with customers to ensure satisfaction and incident resolution. Respond to end-user requests for information and assist in problem resolution by answering phone calls, emails, and tickets from customers

• Identify potential service level problems before they occur; determine and communicate solutions. Develop and implement processes that improve efficiency and enhance productivity. Notify customers of network outages and application problems

• Assist in the resolution of application issues impacting production

• Other Job Duties as assigned

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