Help Desk Specialist

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.

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, apply today, and join our team!

• 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

• One year of experience in customer service 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.

• 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.

• 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

• 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

• 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 escalate 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.

• 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 MHRFeedback@maricopa.gov to initiate the interactive process.