COPHx - Jr. User Technology Specialist- Onsite-Local-167874

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Job Title: Jr. User Technology Specialist

Job ID: 167874 - Onsite - Local

Client: City of Phoenix

Contract: Until 12/07/2027

Location: Phoenix, AZ 85003

Closing Date & Time: 11/10/2026@ 3 PM

Job Description:

The Water Services Department is seeking a User Technology Specialist (contract). The User Technology Specialist provides frontline technical support for end users across the organization and collaborates with technical teams to resolve complex issues, supports technology initiatives, and contributes to the continuous improvement of IT services. This role is responsible for troubleshooting hardware, software, connectivity, and access issues while delivering an exceptional customer experience. The position will report to Water Services Department, Technology Services Division.

Must Haves:

• Two years of experience providing technical support to users in a networked workplace environment, including troubleshooting computer hardware, software, peripheral equipment, connectivity, or user-access issues.
• Working knowledge of desktop operating systems, standard business applications, computer hardware, mobile devices, printers, and common network-connectivity concepts.
• Experience documenting, tracking, and resolving technical support requests using a ticketing or service-management system.
• Ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge.
• Ability to organize and prioritize multiple service requests, follow established procedures, and escalate issues when appropriate.
• Other combinations of education and experience that provide the knowledge, skills, and abilities required to perform the work may be considered.

IDEAL CANDIDATE

• Ability to learn new technologies quickly and adapt to evolving business needs.
• Proactive, organized, and able to manage multiple tasks with minimal supervision.
• Maintains a positive attitude while supporting a diverse user base with varying technical skill levels.
• Other combinations of experience and education that meet the minimum qualifications may be substituted.

PREFERRED QUALIFICATIONS          

• The minimum qualifications listed above, plus experience in/with the following:
• Contributing to endpoint management efforts such as deployments, updates, or policy enforcement.
• Troubleshooting escalated Level 2 issues involving hardware, software, and peripherals.
• Supporting a broad user base including field staff, office employees, and management.
• Utilizing tools such as imaging solutions, deployment utilities, and software installers.
• Creating or updating user-facing documentation, guides, or knowledge base articles.
• Working in a team environment with varied technical roles and responsibilities.
• Using a ticketing system such as ServiceNow or RemedyForce to track, prioritize, and document daily support tasks.
• Supporting identity and access administration using Active Directory, including users, computers, and security groups.
• Supporting endpoint configuration, software deployment, patching, and policy enforcement using tools such as Microsoft Configuration Manager (SCCM) or Tanium.
• Supporting secure remote access and troubleshooting VPN-related issues using Palo Alto GlobalProtect or similar technology.
• Deploying, configuring, and troubleshooting Windows 11 devices, including operating system, application, driver, user profile, and performance issues.