Posting Date

Application Deadline

Pay Range

Job Type

Department

About the Position

The Service Desk Coordinator Lead provides oversight, work direction and training to Service Desk Coordinators in the provision of initial contact customer service regarding technical issues.  This position also completes higher level tasks associated with less common and more challenging help and service desks including procedure writing, dispatching of issues to the most appropriate technical resources, proactive customer service, meeting with leaders internal and external to the department to ensure needs are being met.

About the Superior Court: 

The Superior Court of the Judicial Branch of Arizona in Maricopa County is dedicated to providing a safe, fair, and impartial forum for resolving disputes, enhancing access to our services, and providing innovative, evidenced-based practices that improve the safety of our community and ensure the public's trust and confidence in the Judicial Branch.  The Superior Court in Maricopa County, one of the largest, most innovative, and progressive trial courts in the nation, seeks innovative individuals to join our team who will embrace our vision of excellence and the principles inherent in the Rule of Law...every person, every day, every time.  We fulfill these principles through a culture that values fairness, respect, integrity, innovation, and safety.

Position Qualifications

We recognize your time is valuable, so please apply if you meet the following required qualifications:

Education:

• High School diploma or GED

Experience:

• Five (5) years of experience in information technology support

OR

Combined education and experience qualifications:

• Combination of education and experience may be considered in substitution for the minimum qualifications

Knowledge, skills, and abilities:

Knowledge of:

• PC workstations, standard Microsoft operating systems, Microsoft Office 365, and networking protocols
• Microsoft Windows Server (Active Directory, searching domains, user accounts, services, etc.)
• Microsoft Office 365 Admin Center, and Microsoft Exchange Admin Center
• Hardware/software troubleshooting techniques.
• TCP/IP networking, technology, and troubleshooting.

Skill in:

• Customer service skills via phone, email, and in-person  
• Effectively addressing hardware and software issues via telephone or remote control, and in-person

Ability to:

• Work closely with team members, maintain a positive attitude, and a willingness to do whatever tasks are required to meet customers' technological needs. 
• Communicate technical concepts to non-technical individuals.
• Speak and write clearly, concisely, and professionally.

Essential Job Tasks

(This is not an all-inclusive list of all job duties that may be required; employees will be required to perform other related duties as assigned. List in order of importance)

• Trains, oversees, assigns, monitors the workload of and assists with the hiring and supervision of Service Desk Coordinators. 
• Manages workflow including identifying high priority work and providing for adequate and timely completion of unit’s job duties.
• Creates resources and develops training materials for department functions
• Collects, tracks, and distributes monthly statistical data related to Service Desk performance goals
• Responds to, evaluates, and prioritizes incoming telephone calls, voicemail, email, and in-person requests from customers experiencing problems with hardware, software, networking, and other computer-related technology.
• Interview customers to collect sufficient information to identify issues and lead customers through diagnostic procedures to determine the cause. 
• Ability to apply standard diagnostic and troubleshooting principles, theories, concepts, and techniques in resolving user issues and technical problems appropriate to level one technical support. 
• Assists staff in resolving complex customer technology issues.
• Logs and tracks calls using problem management software.  Updates notes to document customer information and steps taken to resolve issues. 
• Proactively seeks ways to help customers, assist team members, resolve problems, and improve services delivered to customers. 
• Provide training in all computer-based business applications to Superior Court, Adult and Juvenile Probation, and Justice Courts. 
• Assists with application testing, facilitate user testing groups, and document feedback sessions.
• Author and publishes rollout materials, such as splash announcements, informational releases, user guides, and manuals. 
• Participates in application development assistance.  
• Assists with data clean-up projects, training reports for management, business unit application support, and customer relations. 
• May assist in providing training to other court departments as needed. 
• Acts as supervisor in his/her absence.

Working conditions: 

While performing the duties of this job, the employee is regularly required to speak clearly and hear; see details of objects that are less than a few feet away; sit for long periods of time; stand, walk, use hands to finger handle or feel; reach with hands and arms; and occasionally push, pull or lift up to 20 pounds.

Selection Procedure - Maricopa County

The Maricopa County Human Resources Department reserves the right to admit to the selection process only those candidates considered to be the most highly qualified. Those selected will be assessed based on the evaluation of listed education and experience. The hiring authority will interview and select the successful candidate from a list provided by Human Resources.

All offers of employment made to new hires and rehires at Maricopa County are contingent upon successful completion of a post-offer, pre-employment thorough background investigation. A background investigation is conducted on a current employee who changes to a Safety Sensitive Position or one having the potential for serious adverse impact on the integrity or efficiency of the County. These requirements do not pertain to employees of elected officials who undergo background investigation processes administered through their respective offices.

Maricopa County is an EEO/ADA Reasonable Accommodation Employer.  

Apply Now!

Attention Current Maricopa County Employees: As of 1/1/2022, the Judicial Branch of Arizona in Maricopa County formalized itself as a separate entity and employer from Maricopa County. To learn more about how that may affect you please click here.

Judicial Branch Human Resources reserves the right to move forward candidates based on the information provided directly on the application. The hiring authority will select the successful candidate based on departmental needs. 

Typically, successful candidates are hired at a salary rate up to the midpoint of the range, based on applicable experience, internal equity, and budgetary allowances. 

All Judicial Branch offers of employment and continued employment are contingent upon passing a thorough background and/or fingerprint check. Applicants must completely and fully answer any questions regarding felony and misdemeanor convictions including any convictions that have been expunged or set aside. Failure to include criminal history information is grounds for termination of an offer and employment. A conviction may not automatically disqualify an applicant. 

Judicial Branch facilities are located throughout Maricopa County.  This position may be reassigned to other locations.  Assignments will be made based upon the needs of the department.

The Judicial Branch in Maricopa County is an EEO/ADA Reasonable Accommodation Employer. 

Apply Now!