Service Desk Coordinator (JC)

Maricopa County; United States; On-site; USD 64,472,000 - 108,886,000; Full time

Benefits offered by this job

Paid time off

Paid holidays

Health insurance

Dental insurance

Vision insurance

Employee assistance program

Wellness incentives

Retirement plans

Life insurance

Disability insurance

Group legal plan

Pet insurance

Job summary

Maricopa County Superior Court is seeking a Service Desk Coordinator for the Justice Courts to provide first‑level IT support and intake services. You will handle incidents through multiple channels, document findings, and ensure timely resolutions within ITSM/ITIL frameworks.

A strong emphasis on customer service, clear communication, and teamwork is essential. The role requires a High School diploma or GED and at least three years of IT customer support experience, with a focus on ensuring

Qualifications

• Three years of experience directly supporting customers in an IT environment.
• Knowledge of ITSM and ITIL concepts including incident & service request management.
• Experience using ticketing systems and documenting customer interactions.
• Ability to diagnose and resolve first-level technical issues and communicate clearly.

Responsibilities

• Serve as primary IT help desk contact via phone, Teams, email, portal, and walk-ins.
• Troubleshoot and resolve first-level hardware/software issues; document steps.
• Prioritize and route incidents following SLAs; escalate when needed.
• Maintain accurate ticket records and customer communication throughout resolution.

Skills

Customer service

Communication

Prioritization

Problem diagnosis

Education

High School diploma or GED

Tools

ITSM tools

Microsoft Teams

Self-service portal

Job description

Pay Range Min - 1st Quartile - Mid - Max $22.50- $26.38- $30.25- $38.00 The expected ENTRY pay range for this position based on experience and equity within the Judicial Branch is $25.51- $26.38 This position is non-exempt under the FLSA.

What We Offer

• generous paid time off, paid sick leave, and 10 paid holidays!
• affordable medical, dental, and vision insurance
• employee assistance program and wellness incentives
• coverage by one of several State-sponsored retirement pension plans
• life insurance, disability, a group legal plan, and pet insurance

Under the current guidelines for the Public Service Loan Forgiveness (PSLF) Program, the Maricopa County Superior Court is a qualifying employer. Therefore, any full time Judicial Branch employee, who meets other eligibility criteria may be eligible for loan forgiveness under this program.

Job Type Classified – Judicial CPR Department D800 Superior Court

About the Position

The Service Desk Coordinator Justice Courts (JC) serves as the face of Information Technology (IT) by acting as the primary intake resource and providing first-level technical support. This role receives and manages technology incidents, service requests, inquiries, and general assistance requests through multiple channels, including phone, Microsoft Teams chat, email, self-service portal, and walk-in customer interactions. The Service Desk Coordinator evaluates, prioritizes, documents, troubleshoots, and resolves first-level technology-related issues during the initial customer interaction using Information Technology Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) frameworks and tools, while adhering to the established Service Level Agreements (SLAs). Attempts first-contact resolution whenever possible and assigns complex or specialized technology incidents and service requests to the appropriate IT support area for further review and resolution. Ensures all troubleshooting steps, findings, and relevant customer information are thoroughly documented to support effective and timely delivery of services and a positive customer experience.

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, evidence-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.

Positions Qualifications

Education: High School diploma or GED

Experience: Three (3) years of experience directly supporting customers in an information technology environment OR Combined Education and Experience. An equivalent combination of post-secondary education and/or job-related experience as outlined above may substitute on a year–for–year basis.

Knowledge, Skills, and Abilities

Knowledge of:

• Information Technology Service Management (ITSM) principles and service desk operations.
• Information Technology Infrastructure Library (ITIL) concepts, including Incident Management, Service Request Management, escalation procedures, prioritization, and service level agreements (SLAs).
• PC workstations, standard Microsoft operating systems, Microsoft Office 365, and networking fundamentals.
• Hardware/Software troubleshooting techniques and workstation security concepts.
• Information security, data privacy, and confidentiality principles, including the proper handling of sensitive, restricted, and criminal justice information.

Skill in:

• Providing professional customer support while managing multiple requests and competing priorities.
• Using service desk ticketing solutions or other request-tracking tools to document, track, prioritize, and manage technology incidents and service requests.
• Determining appropriate ticket priority based on business impact, urgency, and established service level expectations.
• Gathering information, troubleshooting technical issues, and documenting customer interactions accurately and completely.
• Communicating technical information clearly and professionally to technical and non-technical customers through telephone, Microsoft Teams, remote support tools, written correspondence, and in-person interactions.
• Establishing and maintaining productive working relationships with customers and team members.
• Excellent customer service skills and ability to communicate professionally and effectively with all levels of staff and external business partners/vendors; both written and verbally.
• Maintaining professional mannerism, understanding a sense of urgency, accountability, initiative, and a strong work ethic.
• Effectively addressing hardware and software issues via telephone or remote control.

Ability to:

• Accurately diagnose, troubleshoot, and resolve first-level technical issues.
• Gather relevant information through effective questioning techniques and document customer interactions thoroughly and accurately.
• Escalate technology incidents and service requests to the appropriate IT functional area with complete documentation and troubleshooting details.
• Participate in an on-call support rotation.
• Work effectively in a fast-paced environment while adhering to established service level agreements and operational procedures.
• Communicate technical concepts to non-technical customers.
• Speak and write clearly, concisely, and professionally.
• Recognize and appropriately elevate major technology incidents, customer concerns, service level risks, aged requests, and other situations requiring management awareness or engagement.
• Exercise sound judgment when handling sensitive customer interactions, service disruptions, and issues requiring expedited attention.

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.) Serve as the primary point of contact for customers seeking IT assistance through telephone, Microsoft Teams chat, email, self-service portal tickets, and walk‑in support requests. Receives, evaluates, prioritizes, and manages technology incidents, service requests, inquiries, and project‑related support requests in accordance with established ITSM processes and service level agreements. Engages with customers to gather information, identify issues, assess business impact and urgency, and determine appropriate priority levels. Performs first‑level troubleshooting and resolution of routine hardware, software, account access, printing, Microsoft 365, and other technology‑related issues. Assigns technology incidents and service requests requiring additional research or specialized support to the appropriate IT support area for further review and resolution, ensures all troubleshooting efforts and necessary details are documented. Documents all customer interactions, troubleshooting steps, findings, and resolutions within the IT service management ticketing system. Monitors assigned tickets and follows up frequently to ensure timely customer communication and adherence to established service level agreements, and internal processes and procedures. Provides the customer with status updates throughout the technology incident and service request ticket lifecycle. Assists with maintaining service desk knowledge resources, procedures, and documentation. Participate in an on‑call support rotation to provide frontline support during scheduled coverage periods. Proactively seeks ways to help customers, assist team members, resolve problems, and improve services delivered to customers. Identifies and escalates major technology incidents, customer concerns, service level risks, and other issues requiring management awareness or engagement. Maintains confidentiality and security of sensitive information, including Criminal Justice Information Services (CJIS) data and other protected information, in accordance with established policies, procedures, and regulatory requirements.

Working conditions

While performing the duties of this job, the employee may need to communicate clearly, perceive details of objects that are close by, and maintain various physical positions for extended periods, such as sitting, standing, or walking. The job may involve using hands for tasks such as typing, handling objects, or operating tools, as well as reaching with hands and arms. Occasionally, the employee may be required to move or lift objects weighing up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Additional Information

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.

The Judicial Branch of Arizona in Maricopa County participates in the State Retirement systems ASRS or PSPRS. As such, mandatory membership for all full‑time employees includes payroll deducted contributions consistent with each retirement system's requirements. The current contribution rate for ASRS is 12.27% and the current contribution rate for PSPRS is 5.84% and up for the defined contribution plan and 8.82% for the defined benefit plan.

For more information, visit https://www.azasrs.gov/ or https://www.psprs.com/corrections-officer/.

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.

The Judicial Branch of Arizona in Maricopa County is comprised of Superior Court, Adult Probation and Juvenile Probation, which includes juvenile detention.

For more information, visit www.superiorcourt.maricopa.gov