Desktop Support Specialist

4 weeks ago


Tempe, Arizona, United States Maricopa Community Colleges District Full time

Maricopa Community Colleges District is seeking a skilled Desktop Support Specialist to join its Customer Care team. The ideal candidate will have a strong understanding of delivering exceptional customer service in a Help Desk setting.

This role will be responsible for providing problem resolution to customers needing technical assistance via phone, email, and in-person interactions. The successful candidate will also take the lead in ticket report generation, analysis, and follow-up to ensure completeness, accuracy, and a positive outcome.

Key Responsibilities:

  • Provides first-level support for desktop, audiovisual, and/or phone systems
  • Responds to requests or helpdesk tickets
  • Creates and assigns Help Desk tickets for Desktop Support Technicians
  • Prepares or retrieves information and enters/updates information in reports, logs, or other documentation/record-keeping systems
  • Analyzes reports to ensure prompt problem resolution and ticket closure
  • Follows up with customers to understand and track their experience with the Help Desk
  • Makes recommendations to the department on how to improve customer experience


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