Reference # 19-00724 Title IT Specialist
Location Phoenix, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 11-11-2019 --- 26-04-2020
Position Description " Meets customer demands, prioritize workloads, coordinate activities, and ensure that activities comply with industry best practices and Maricopa County standards. " Covers inbound calls as part of a scheduled rotation. " Accurate triage of incoming tickets to pass along to responsible divisions. " Logs detailed descriptions of all incidents and resolutions in ticketing system. " Maintains communication paths between customers and support divisions during service outages. " Interfaces with other County technical groups in daily operations as well as issue troubleshooting complex issues. " Maintains knowledge base maintenance, ticketing system maintenance, reports creation, and collecting statistical data. " Management of Level 1 and 2 responsibilities related to, but not limited to: Active directory management, password resets, account unlocks and user provisioning and decommissioning. " Desktop and mobile device imaging and management using Microsoft SCCM, VMWare AirWatch and other ancillary management systems. " Provides support for Remote Access (VPN) and Virtual Desktop sessions for remote employees.
Skills Required Office suite, use ticketing systems, customer service skills
Skills Preferred work in assist ticketing system; Airwatch set up
Experience Required : Two (2) years of recent experience providing tier 1 support in a technical helpdesk environment.
Experience Preferred " Three (3) years of recent experience providing tier 1 support in a technical helpdesk environment. " Comptia A+, HDI Support Center Certification and Microsoft Certified Professional are preferred.
Education Required High School Diploma or GED.
Education Preferred Associate's degree or higher in Computer Science or related field.