-
Job Description
Role
The Information Technology Services department is seeking to fill a Customer Service Help Desk Lead position for the Prescott location. This role requires on-site presence, as remote work is not available.
The help desk lead will be tasked with monitoring the service desk queue, assigning tickets, monitoring SLA performance and reporting on the team's key performance indicators. The lead position requires a high level of technical skill in network architecture, end user device management and software applications support. Software applications include Microsoft applications as well as various other applications that are utilized by County departments in the course of performing their duties. The help desk lead will provide customer service and technical training to other team members and will be responsible for ensuring that tickets are routed and handled quickly and efficiently.
Hiring salary range is $60,286.98 to $76,865.90 depending on experience.
Review class specification for S ystems Engineer II here.
Major Duties, Responsibilities- Collaborates with county-wide departmental IT stakeholders to define requirements and translate business objectives into technical solutions.
- Determines and implements various IT procedures and assist to integrate various processes to new and existing systems.
- Provides support for enterprise-wide systems in a diverse environment, responds to level 2 service requests, and escalates tickets for resolution.
- Oversees individual and multi-department projects and provides regular updates to management.
- Provides level II technical expertise.
- Provides support to junior staff on the more technically challenging issues and assignments.
- Prepares training materials and presents to staff and departmental customers.
- Designs and maintains systems and implements solutions per assigned unit requirements.
- Monitors requests for assignment and resolution within the assigned unit.
- Possesses and maintains expertise in current technologies.
- Performs other job-related duties as assigned.
Minimum Qualifications
Education:
Associate’s Degree in Information Systems or closely related field.
Experience:
A minimum of four (4) years of experience in information technology or related field.
An equivalent combination of directly related work experience and education may substitute for the degree requirement on a year-per-year basis.
Additional Requirements:
Must possess a valid Arizona driver’s license.
EMPLOYEE BENEFITS
Yavapai County Government offers a comprehensive employee benefits package to
Full-Time employees working 30 or more hours per week that includes but is not limited to:
• 10 Paid Holidays Per Year
• Annual Leave
• Employee Assistance Program (EAP)
• Health Care Insurance - Medical, Dental, Vision
• Life Insurance
• Long-Term & Short-Term Disability
• Retirement Plans
• Sick Leave
• Tuition Reimbursement Program
ELECTIVE COVERAGE
• 457 Deferred Compensation Program
• Dependent Health Care Insurance - Medical, Dental, Vision
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Short-Term Disability
• Supplemental Life (for employees & dependents)
PLEASE NOTE
• Part-Time , Temporary and Seasonal employees accrue Sick Leave based on hours worked.
• Part-Time employees have limited benefits available.
• Temporary and Seasonal employees are not eligible to accrue Annual Leave.
Click here to view our benefits summary.
Closing Date/Time: 11/22/2024 5:00 PM Arizona -
ABOUT THE COMPANY
-
-
Yavapai County
Show moreYavapai County reflects the history of the old west and the future of the new. At Yavapai County Government, we care for our community while building upon our legacy. Guided by our core values of Compassion, Integrity, Collaboration, and Innovation we uphold these values in our everyday endeavors.
Yavapai County is in northcentral Arizona, just north of Phoenix, and is one of the four original Arizona counties formed in 1864. The County, with approximately 246,191 residents, includes eight incorporated towns and cities: Prescott (county seat), Prescott Valley, Chino Valley, Jerome, Clarkdale, Sedona, Cottonwood, Camp Verde, and the newest municipality Dewey-Humboldt. The County features some of the most spectacular natural beauty in the American West with a mild climate, four beautiful and distinct seasons, and breathtaking landscapes complete with granite mountains, lakes, and rolling meadows.
As a Yavapai County Government employee, you will have the chance to work in one of 37 unique departments, each providing vital services to our community. From law enforcement and healthcare to public works and environmental protection, there is a wide range of career paths to explore. And with opportunities for advancement and professional growth, you can build a long and rewarding career with us.
We have a workforce of over 1,800 employees who are committed to enhancing the well-being of its residents and cultivating a thriving and vibrant community, making Yavapai County a wonderful place to live, work, and play.
Whether you're just starting your career or looking for a new challenge and aspire to be part of a vibrant team that values each member, we welcome you to join us in furthering our legacy and making a difference in your community. Why… because people matter!
-