The position will be influential in creating the processes and implementing the systems that will define how we support our internal customers.
• Provide exceptional consistent day-to-day support for AGO customers; Document, track, and monitor problems to ensure resolution in the quickest time frame possible; act as an escalation point for other IT staff; Provide support to AGO staff for all IT-related endpoint devices and agency applications. • Assist in creating and fine-tuning customer support processes/resolutions. • Author new documentation and peer review/edit existing. • Work with the team to create a holistic imaging solution that can be updated as needed. • Maintain inventory of equipment and other IT assets; ensure compliance with AGO asset tracking procedures. • Drive information technology projects and develop project deliverables
KNOWLEDGE, SKILLS AND ABILITIES (KSAs):
• Thorough working knowledge of service offerings, back-office server applications, desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, and any other computer-related technologies • Highly developed troubleshooting capabilities • Prompt problem resolution • Identification of improvements • Support / install Windows 7/ Windows 10 • Support / install Microsoft Office Suite • Ability to deliver a world-class customer service experience • Ability to work in a team and lead others through effective communication and mentorship
• Minimum of 6 years of experience providing support in a professional IT environment • Bachelor’s degree in IT field preferred and/or equivalent experience
• Associate’s degree plus three or more years of information technology experience (or equivalent experience). • Travel is required for this position. A valid Arizona Driver’s License is required, along with consent to have your driving record run periodically. • All applicants under serious consideration for hire with the Attorney General's Office are required to be fingerprinted by the Office and complete a criminal background check through State and Federal agencies. A job offer cannot be tendered until the candidate has successfully passed the initial background check. Your record does not automatically constitute a bar to employment. Factors such as, but not limited to, age at time of offense and age of offense, as well as the relationship between the offense and the job for which you apply will be taken into account.