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, evidenced-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

We recognize your time is valuable, so please apply if you meet the following required 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 Qualifications:

• 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 escalate 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.