IT Support Specialist

About the Position As an IT Support Specialist on the Customer Service Center (CSC) Service Desk, you’ll play a key role in keeping the County workforce connected, productive, and supported. You’ll provide front-line technical assistance to more than 6,000 customers across 36 public service departments, helping resolve technology challenges for county staff who provide essential services our community relies on. This is an opportunity to build your technical expertise, solve meaningful problems, and make a positive impact across a diverse and dynamic organization. About Us Are you looking for a career in a dynamic organization that embraces a can-do spirit? Look no further than Maricopa County’s Enterprise Technology & Innovation! We are a team that prides itself on leveraging technology to drive digital transformation. We look for ways to bring about innovative solutions while providing top-notch customer service. 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 Paid vacation, sick time, and parental leave Extensive wellness program, including an incentive Enrollment in the Arizona State Retirement System, a defined retirement benefit requiring a 11.98% monthly contribution rate that includes a 100% employer match on Day 1 We Require Three years of experience providing service desk phone support High school diploma or GED A combination of post-secondary education and/or job-related experience may substitute for up to one year of the experience requirement on a year-for-year basis. We Also Value Five years of experience providing tier 1 support in a technical helpdesk environment Associate's degree or higher in Computer Science or related field Experience with Okta administration Experience with ServiceNow Technical certifications (ITIL 3.0 or 4.0 Foundation Certification, CompTIA A+, HDI Support Center Certification) Mobile Device Support – Intune Job Contributions Incident and Service Request Management Receive, document, categorize, prioritize, troubleshoot, and resolve incidents and service requests using ServiceNow, ensuring accurate and complete ticket documentation throughout the lifecycle in accordance with established service level agreements (SLAs), procedures, and ITIL best practices. First-Level Resolution (FLR) Provide effective First-Level Resolution (FLR) by diagnosing and resolving common hardware, software, application, access, connectivity, and end-user technology issues during the initial customer interaction whenever possible. Utilize approved troubleshooting procedures, remote-support tools, and available technical resources to maximize resolution rates and minimize customer downtime. Customer Service and Communication Deliver professional, courteous, and customer-focused technical support through phone, chat, email, self-service, and other approved channels. Communicate technical information in clear, understandable terms, establish appropriate expectations, provide timely status updates, and confirm customer satisfaction and service restoration before ticket closure. Incident Prioritization and Major Incident Management Assess the business impact and urgency of reported issues and assign the appropriate priority in accordance with established ITIL incident management practices. Promptly identify and report potential Major Incidents, initiate required notification and escalation procedures, and support Major Incident Management activities by gathering information, documenting troubleshooting efforts, communicating updates, and assisting with service restoration. Functional and Hierarchical Escalation Management Recognize incidents and requests requiring additional technical expertise, elevated access, management involvement, or expedited attention and initiate appropriate functional or hierarchical escalation. Ensure escalated tickets contain complete troubleshooting details, business impact, customer information, error messages, supporting evidence, and actions already performed to enable efficient resolution by the receiving support team. ServiceNow Ticket and Queue Management Monitor and manage assigned ServiceNow tickets and Service Desk queues to ensure incidents and requests are acknowledged, updated, resolved, transferred, or escalated within established service targets. Maintain accurate ticket statuses, assignment groups, categorization, priority, resolution information, and customer communications while proactively addressing tickets approaching SLA thresholds. Knowledge Management Use approved Knowledge Management resources and ServiceNow knowledge articles to provide consistent and accurate support. Identify missing, outdated, inaccurate, or unclear documentation and contribute to the creation, review, validation, and improvement of knowledge articles, troubleshooting guides, standard operating procedures, and customer self-service content. Quality Assurance and Process Compliance Follow established Service Desk procedures, security requirements, documentation standards, and Quality Assurance (QA) criteria. Participate in ticket, call, and service-quality reviews; incorporate coaching and feedback; correct identified deficiencies; and consistently meet established performance and quality standards for technical accuracy, documentation, customer communication, and process adherence. Service Desk Operations and Team Collaboration Collaborate with Service Desk peers, technical support teams, application teams, infrastructure teams, vendors, and leadership to facilitate the timely restoration of IT services. Participate in shift handoffs, operational communications, Major Incident activities, training, knowledge sharing, and team initiatives while maintaining ownership of the customer experience and supporting established Service Desk performance objectives. 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 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 and is committed to providing equal employment opportunities to all applicants. If you require a reasonable accommodation during the application process or to perform the essential functions of the position under the Americans with Disabilities Act (ADA), please contact View email address on click.appcast.io to initiate the interactive process. JR25044 #J-18808-Ljbffr