Help Desk Specialist

Pinal-County; Florence (AZ); On-site; USD 42,000 - 52,000; Full time

Job summary

Pinal County is seeking an IT Help Desk professional to assist county users with computer-related issues through in-person, phone, email, and self-service inquiries. You will create, update, and monitor work orders to ensure rapid resolution while maintaining strict confidentiality of sensitive information.

The role requires strong communication skills, the ability to classify and resolve requests, and a teamwork mindset.

Qualifications

• High school diploma or GED required.
• At least 1 year of customer service and computer support experience.
• Arizona residents must have an Arizona Driver’s License upon hire (within 30 days for new residents).

Responsibilities

• Answer incoming calls, emails, self-service, and in-person inquiries to the Help Desk; create work orders and classify requests.
• Communicate effectively with customers and team members to enrich lives beyond expectation.
• Close IT work orders after troubleshooting and proper documentation.
• Maintain confidentiality of work-related issues and customer records.
• Perform other related duties as required.

Skills

Customer service

Computer support

Communication

Confidentiality

Education

High school diploma or GED

Job description

What are you seeking in a new position? If you’re like many others, doing something meaningful is important to you. How about work/life balance? Affordable healthcare? Comprehensive well-being programs? An excellent retirement plan with significant employer contributions?

If you answered “yes” to these questions, keep reading. You can find it all right here in Pinal County. It might be time for a change of scenery, where you can make a difference and benefit from an employer who cares for and values its people.

Pinal County proudly invests in the future of our 2000 employees every day, and we have the best team! We offer a wide range of impressive benefits, including retirement plans that are among the best Arizona has to offer! Just take a look:

• An Employer that Values Each Employee and Prioritizes a Work Experience that Provides Ample Time for Stress Reduction and Work-Life Balance.
• Paid Vacation And Sick Leave
  • 15 Vacation Days Accrued Annually Starting Day One
    • After Three (3) Years of Service, 18 Vacation Days Accrued Annually
    • After Five (5) Years of Service, 20 Vacation Days Accrued Annually
  • 13 Sick Leave Days Accrued Annually Starting Day One
• Ten Paid Holidays+ One Paid Floating Holiday to Use as You Wish
• Paid Sabbaticals Every Five (5) Years
  • Two-Week Sabbatical After Five Years of Continuous Service
  • Three-Week Sabbatical After Ten Years of Continuous Service
  • Four-Week Sabbatical After Fifteen Years of Continuous Service
  • Four-Week Sabbaticals Every Five Years After Fifteen Years of Continuous Service
• Retirement Plans with Generous Employer Contributions - Guaranteed Lifetime Benefit!
• Variety of Top Tier Affordable Medical Plans - Six Different Medical Plans to Choose From
  • Some Medical Plans with Zero Employee Premium Cost
• Dental and Vision Plans
• Comprehensive Wellness Program
  • Quarterly Wellness Challenges
  • Vision Exams and Optometry Events Onsite
  • Vaccination Clinics
  • Onsite Mammogram and Prostate Screening Events
  • Skin Cancer Screening Events Onsite
  • Biometrics and Health Screening Events Onsite
  • Financial Health and Retirement Planning Events Onsite & Online
  • Fitness Resources and Onsite Sessions Like Yoga and Tai Chi
• Tuition Reimbursement Program
• Alternative Work Schedules
• Telehealth
• Qualified Employer - Public Service Loan Forgiveness Program - Department of Education
• Employee AssistanceProgram with Ongoing Training & Development Options
• Civil Service Leave
• Van Pool Options
• Short-Term Disability –Employer Paid
• Basic Life Insurance - Employer Paid
• Flexible Spending Accounts for Dependent Care and Medical Expenses
• Suite of Voluntary Benefits including additional Life, Accident, Critical Illness & Cancer Insurance

Working at Pinal County is an investment in YOU.

JOB SUMMARY

Under general supervision, assist County users in resolving computer related issues through in-person, phone, email, and self-service inquiries. Create, update, assign, and monitor work orders for user requests and issues for rapid resolution.

Work in this classification requires an individual to be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary classification functions herein described. Since every duty associated with this classification may not be described herein, employees may be required to perform duties not specifically spelled out in this classification description, but which may be reasonably considered to be incidental in the performing of their duties, just as though they were actually written out in this description.

• Answer incoming calls, emails, self-service, and in person inquiries to the Help Desk, create work orders, verify user information, identify and classify the customer’s request, resolve issue directly or assign request to responsible IT staff according to Department policies.
• Communicate efficiently and effectively both verbally and in writing with customers and team members to Enrich Lives Beyond Expectation.
• Close IT work orders, verify that all troubleshooting steps and user notes have been entered properly on the work order, call the user, if applicable, and verify that the work has been completed.
• Promote and adhere to the workplace values of accountability, commitment, and teamwork to help enrich lives beyond expectation.
• Maintain absolute confidentiality of work-related issues, customer records, and restricted County information.
• Perform other related duties as required.

• High school diploma or GED equivalent.
• One (1) year of customer service and computer support experience.

Preferred Qualifications

• Arizona residents must have an Arizona Driver’s License upon hire; newly established Arizona Residents must have one within 30 days of hire.
• Two (2) years of technical call center support experience.

• Knowledge of job related technical terminology.
• Knowledge of basic principles of IT procedures, operating standards, and technical support.
• Skill in operating computer systems, related software applications, and peripheral equipment and devices.
• Skill in learning to perform basic initial computer troubleshooting by analyzing descriptions from customers.
• Ability to listen and effectively communicate job related technical terminology, both orally and in writing.

PHYSICAL DEMANDS

The work is light and requires exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects. The work also requires the ability to finger, perform repetitive motion, speak, hear, and demonstrate visual and mental acuity.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires the ability to be sensitive to change and responsive to changing goals, priorities, and needs.

The hiring salary for this position is dependent upon experience, qualifications and position funding; starting salaries above the first quartile require additional approval.

NOTICE TO APPLICANTS

We appreciate your interest in our employment opportunities. At Pinal County, we value professionalism and respect for others. If these values are not demonstrated throughout the application and interview process, we reserve the right to remove your candidacy from consideration, which may impact your future Pinal County applications.

Offers of employment are valid only if provided in writing and approved by Pinal County Human Resources.

All qualified candidates eligible to work in the United States are welcome to apply.

However, visa sponsorship is not available.

Pinal County does not participate in STEM Optional Practical Training (STEM OPT).

Pinal County requires pre-employment screening, which includes a Motor Vehicle Record check, a comprehensive background check (encompassing employment, education, and criminal history), and drug testing for safety-sensitive roles. Criminal convictions do not automatically disqualify candidates from employment. Employment offers are contingent on successful pre-employment screening. If driving is a requirement of the position, you must have a valid Arizona State Driver's License in accordance with Arizona State Law.

Work in this classification requires an individual to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary classification functions herein described. Since every duty associated with this classification may not be described herein, employees may be required to perform duties not specifically spelled out in this classification description, but which may be reasonably considered to be incidental in the performing of their duties, just as though they were actually written out in this description.