Help Desk Specialist

Maricopa County; Phoenix (AZ); Hybrid; USD 64,472,000 - 108,886,000; Full time

Benefits offered by this job

Tuition reimbursement

Hybrid work options

Work-life balance

Job summary

Maricopa County is seeking a Help Desk Specialist to provide first-level technical support for MCAO staff. You will document, triage, and resolve basic requests, using Microsoft Teams for remote assistance and ServiceNow for ticketing.

The role emphasizes customer service, accuracy, and professionalism within a hybrid work environment. The position offers growth opportunities, tuition reimbursement, competitive benefits, and a strong emphasis on work-life balance.

Qualifications

• One year of experience in customer service in a technical environment or a technical support role.
• High school diploma or GED.
• A combination of post-secondary education and/or job-related experience may substitute for the minimum qualifications on a year-for-year basis.

Responsibilities

• Log, track, assign, and update support tickets in ServiceNow with accurate and detailed information.
• Provide basic troubleshooting for hardware, software, network connectivity, and user access issues.
• Escalate complex or unresolved issues to appropriate IT personnel following established procedures.
• Assist users with password resets, account access, and standard workstation tasks.
• Provide remote support using Microsoft Teams and other approved tools.
• Maintain a high level of professionalism and customer service in all interactions.
• Assists with semi-annual account and compliance audits.
• Supports IT projects, deployments, and inventory management as needed.

Skills

Customer service

Technical support

Communication skills

Education

High school diploma or GED

Tools

ServiceNow

Microsoft Teams

Job description

Posting Date

10/08/26

Application Deadline

10/10/26

Pay Range

$22.50 - $38.00 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

County Attorney

About The Position

The Help Desk Specialist provides first-level technical support to all MCAO staff and serves as the initial point of contact for IT related issues. This role is responsible for receiving, documenting, and resolving basic technical requests, as well as triaging and escalating more complex issues to the appropriate IT teams. The Help Desk Specialist uses Microsoft Teams to answer calls and provide remote assistance, and ServiceNow to manage and track support tickets.

About Us

We believe in integrity. We believe in justice for all. We are proud to deliver high-quality prosecution, comprehensive victims’ services, crime prevention programs, and more to the residents of Maricopa County. If you would like to utilize your talents and skills to stand up for Maricopa County.

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
• Want to learn more about the County’s Qualifying and Compensation Philosophy? Follow this link to learn more! Work With Us | Maricopa County, AZ

We Require

• One year of experience in customer service in a technical environment or a technical support role
• High school diploma or GED
• A combination of post-secondary education and/or job-related experience may substitute for the minimum qualifications on a year-for-year basis.

Other Requirements

• Must possess or have the ability to obtain a valid Arizona Driver’s License at time of hire
• Must possess or obtain ACJIS Criminal Justice Practitioner or Terminal Operator Certification upon hire or promotion and maintain certification throughout the course of this assignment
• May be required to testify in court proceedings
• May be required to travel to perform certain work functions

NOTE: The Maricopa County Attorney's Office requires a thorough background check of all successful candidates and is authorized to test prospective employees for the presence of illegally accessed drugs. Drug testing is conducted after an offer has been extended and before employment begins.

We Also Value

• Strong attention to detail, flexibility, and accountability
• Excellent customer service and communication skills including the ability to explain technical concepts to non-technical audiences
• Familiarity with MCAO’s mission, operations, and internal processes is highly desirable

Job Contributions

• Log, track, assign, and update support tickets in ServiceNow with accurate and detailed information
• Provide basic troubleshooting for hardware, software, network connectivity, and user access issues
• Escalate complex or unresolved issues to appropriate IT personnel following established procedures
• Assist users with password resets, account access, and standard workstation tasks
• Provide remote support using Microsoft Teams and other approved tools
• Maintain a high level of professionalism and customer service in all interactions
• Assists with semi-annual account and compliance audits
• Supports IT projects, deployments, and inventory management as needed

Working Conditions

• The Help Desk Specialist will maintain a physical presence during MCAO business hours, from Monday to Friday, 8 AM to 5 PM, with the flexibility to telework up to 16 hours per week after six (6) months of successful employment.
• This role requires strong listening skills, attention to detail, and the ability to manage high stress situations while handling a high volume of calls with minimal supervision. The specialist must resolve and elevate issues professionally and communicate effectively with all MCAO personnel.
• The position requires adaptability, resilience, and a positive approach to shifting priorities. Success depends on strong interpersonal skills, professionalism, attention to detail, and a willingness to learn in a fast-paced environment. Building trust with approximately 30 ITD personnel and over 1,000 users is essential.
• This position requires the use of personal or County vehicles for business purposes. Candidates must have a valid driver’s license, maintain an acceptable driving record, and be able to safely operate vehicles. Use of personal vehicles requires prior authorization and adequate insurance. The role also involves physical tasks such as reaching overhead, sitting, standing, crouching, crawling, and lifting, pushing, pulling, or carrying over 20 pounds when installing systems and equipment.

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 [e-mail] to initiate the interactive process.