Service Desk Coordinator; JC)

Service Desk Coordinator Justice Courts (JC)

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, 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…