ITSD - Help Desk Specialist II

Pima County; United States; On-site; USD 56,000 - 62,000; Full time

Job summary

Pima County in the United States is seeking a Help Desk Specialist to provide technical assistance for court staff across all locations, handling hardware, software, and audio/visual needs. The role involves diagnostics, problem resolution, and keeping accurate records in our service desk system.

The position requires a high school diploma or GED with 3 years' tech support or an associate degree with 2 years' experience; candidates must be legally authorized to work in the United States and pass

Qualifications

• High school diploma or GED with 3 years of tech support experience, or an associate degree with 2 years of tech support.
• Equivalent combination of experience, training and education as approved by HR.
• Legal authorization to work in the United States and ability to pass a background check.

Responsibilities

• Provides level 1 help desk support at all court locations.
• Supports VIP service and escalates to Level 2 as needed.
• In-person, telephone, and remote technical support for hardware, software, and basic network issues.
• Troubleshoots VPN and remote desktop for remote staff.
• Installs and supports printers, OS, and Office apps (Word, Excel, PowerPoint, Teams, SharePoint).
• Performs routine hardware/software installations, configurations, testing, maintenance, and upgrades.
• Provides audio-visual support in courtrooms and training for AV features.
• Maintains help desk records and tracks requests until resolution.

Skills

Troubleshooting

Customer service

Communication

Education

High School diploma or GED

Associate degree in Computer Science / MIS or related field

Tools

Windows OS

Microsoft Office (Teams, SharePoint)

Diagnostic software

Job description

Job Description Summary

Provides technical assistance to court staff for hardware, software and audio/visual technologies at all court locations. Performs the installation, maintenance, repair, removal, and tracking for all court desktop hardware. Performs diagnostics to isolate local user hardware and software issues through structured problem troubleshooting techniques and performs resolution based on problem identification and court procedures. Responds to courtroom and conference room audio/visual service requests or issues, performs analysis to isolate issues, and coordinates with support vendor for issues within contract scope. Responsible for logging all service requests into help desk tracking software and maintaining accurate issue/resolution records. Responsible for rapid identification, isolation and reporting of all reported malicious malware activities. This is a classified position that reports to Manager, Customer Service & Court Audio/Visual Technology. The incumbent performs duties under general supervision and has no supervisory responsibilities.

Job Description

Please Note: The Court does not sponsor work visas, student visas, or any other type of immigration visas. Candidates must be legally authorized to work in the United States at the time of application and for the duration of employment. The successful candidate will be required to pass a background check following a conditional offer of employment.

Salary Range: 56,55.00 (27.19) to 62,213(29.91)

Minimum Qualifications

• A High School diploma or equivalent G.E.D. Certificate and three (3) years of work experience performing technical computer support; OR an associate’s degree from a college, university or vocational/trade school in computer science, management information systems, or a related field, and two (2) years of technical support work experience; OR any equivalent combination of experience, training and/or education approved by Human Resources.

Essential Duties

Provides level 1 help desk support to all court locations. Provides VIP service through direct support or by prompt escalation for level 2 assistance to ensure compliance with VIP service program. Provides in-person, telephone, and remote technical support that includes problem identification, research, and troubleshooting for resolution of computer hardware, desktop software, and basic network connectivity problems. Utilizes standard troubleshooting techniques and diagnostics tests to identify hardware, software, and network problems in the most efficient manner to provide exceptional customer service. Provides support for staff working remotely by troubleshooting VPN, remote desktop, and other related issues to ensure staff are serviced promptly. Installs and provides customer support of printers, operating systems, standard office automation applications such as Microsoft Word, Excel, PowerPoint, Teams, SharePoint, electronic mail, and other desktop applications. Performs routine hardware and software installations, configurations, testing, maintenance, and upgrades as directed by management. Provides audio-visual assistance in the courtroom and to individual staff in using Teams or other remote-participation technology as requested by court customers. Provides judicial staff training for using courtroom audio-visual equipment features and responds to courtroom support issues. Provides multi-factor-authentication support either remotely or in-person without escalation. Processes ITSD access request forms and coordinates with customer to ensure forms are completed properly and are routed based on court procedure and process including hardware setups for new or rotated staff. Tracks assigned computer support requests and related progress until resolved in help desk tracking software. Maintains awareness of software licensing requirements to ensure no software is installed without a corresponding license. Coordinates multiple tasks and priorities to meet established schedules and goals. Tracks help desk supplies and notifies management when replenishment is required. Maintains storage rooms in compliance with procedures and participate in quarterly clean-up, and surplus activities to ensure no items are lost and proper disposal procedures are followed.

Additional Responsibilities/Duties

Travels to all court sites to provide required diagnostic and/or implementation services. Provides equipment inventory maintenance as assigned. Supports bench rotations to ensure judicial staff equipment is installed on schedule, phone numbers are assigned, and access request forms are processed. Identifies and reports technology-related policy compliance problems such as approved use, software licensing, and related IT policy compliance issues. Participates in training and mentoring other Help Desk Specialists. Performs other related duties and projects as assigned.

Must Have Knowledge of

Microsoft Windows-based operating systems and Microsoft Office applications including Teams and SharePoint. Knowledge of computer operating systems software, hardware, peripheral devices, basic network configurations, communication protocols, connectivity troubleshooting, client/server application concepts, and internet-related disciplines and applications. Knowledge of multi-factor-authentication and how to support it. Knowledge of diagnostic software applications.

Skills

Performing logical and technical troubleshooting in order to provide efficient and effective technology problem diagnosis and resolution. Skills in performing and delivering exceptional customer service. Ability to organize assignments, follow priorities, meet deadlines, document system errors, and provide management-level updates and reports. Ability to be resourceful and effective when troubleshooting new or unfamiliar problems. Ability to work effectively individually or in a team environment, including the ability and willingness to cooperate, share information, and assist coworkers with problem solving. Ability to communicate effectively and successfully with customers of varying skill levels, communication styles, and personality types.

Physical/Sensory Items

Typically performs duties in an office environment throughout the court, will routinely be required to lift up to 35 lbs. and carry computers, monitors and printers, and crawl under workstations to connect/disconnect cables and wires. Required to drive a court van to other local sites to provide support.

More Than a Job. A Place to Grow.

What if your next job could help you build a career while being part of something bigger? At Pima County, you’ll find meaningful work, room to grow and a team committed to serving the place we call home. Find Your Place With 7,000+ employees across 50+ departments, Team Pima does a lot to keep Pima County thriving. Whatever your skills, interests or career goals, there’s a place for you to put them to work.

Benefits That Support You

We offer a comprehensive benefits package and resources designed to support you and your family today and into the future. Explore Pima County Benefits Keep Growing Your career shouldn’t stand still. We invest in training, education and opportunities to learn new skills and move your career forward. And everything we do is grounded in being Accountable, Respectful, and Ethical.

Ready to find your place on Team Pima? Build Your Career. Be Part of Something Bigger.