About The Role

The expected ENTRY pay range for this position based on experience and equity within the Judicial Branch is $25.51- $26.38
This position is non-exempt under the FLSA.

What We Offer

We offer generous paid time off, paid sick leave, and 10 paid holidays! We have affordable medical, dental, and vision insurance, and our employees are entitled to coverage by one of several State-sponsored retirement pension plans, our employee assistance program, and wellness incentives. Additionally, our employees have the option of life insurance, disability, a group legal plan, and pet insurance. Under the current guidelines for the Public Service Loan Forgiveness (PSLF) Program, the Maricopa County Superior Court is a qualifying employer. Therefore, any full time Judicial Branch employee, who meets other eligibility criteria may be eligible for loan forgiveness under this program. Click here to learn more!

Job Type

Classified – Judicial CPR

Department

D800 Superior Court

About the Position

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 reques ts 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 service s 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

E ducation

High S chool diploma or GED

E xperience

Three (3) years of experience directly supporting customers in an info rmation 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, S kills, and A bilities

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 clearl y 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 requ ests .
Receives, evaluates, prioritizes, and manages technology incidents, service requests, inquiries, and project-related support requests in accordance with establi shed 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 re view and resolution, ensu res all troubleshootin g 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.

Additional Information

Judicial Branch Human Resources reserves the right to move forward candidates based on the information provided directly on the application. The hiring authority will select the successful candidate based on departmental needs.

Typically, successful candidates are hired at a salary rate up to the midpoint of the range, based on applicable experience, internal equity, and budgetary allowances.

All Judicial Branch offers of employment and continued employment are contingent upon passing a thorough background and/or fingerprint check. Applicants must completely and fully answer any questions regarding felony and misdemeanor convictions including any convictions that have been expunged or set aside. Failure to include criminal history information is grounds for termination of an offer and employment. A conviction may not automatically disqualify an applicant.

The Judicial Branch of Arizona in Maricopa County participates in the State Retirement systems ASRS or PSPRS. As such, mandatory membership for all full-time employees includes payroll deducted contributions consistent with each retirement system's requirements. The current contribution rate for ASRS is 12.27% and the current contribution rate for PSPRS is 5.84% and up for the defined contribution plan and 8.82% for the defined benefit plan. For more information about contributions and benefits of these plans visit https://www.azasrs.gov/ or https://www.psprs.com/corrections-officer/

Judicial Branch facilities are located throughout Maricopa County. This position may be reassigned to other locations. Assignments will be made based upon the needs of the department.

The Judicial Branch in Maricopa County is an EEO/ADA Reasonable Accommodation Employer.

Apply Now!