Desktop Specialist I

Desktop Specialist I

Salary

$71,866.00 - $97,015.00 Annually

Location

10005 E. Osborn Rd, Scottsdale, AZ

Job Type

Full-Time

Job Number

100149-260617

Department

Information Technology

Opening Date

06/17/2026

Closing Date

7/1/2026 11:59 PM Arizona

• Description
• Benefits

Definition

2 YEAR TERM-LIMITED

Under direct supervision of the Information Technology (IT) Department's Service Desk Supervisor, the Desktop Specialist I performs basic to moderately complex configuration, administration and maintenance duties for SRPMIC desktop computers, laptops, peripherals, operating systems, application software, mobile devices and related equipment. This job class is treated as FLSA Non-Exempt.

Essential Functions: Essential functions may vary among positions and may include the following tasks, knowledge, skills and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be comprehensive list of tasks performed by all positions in this classification.

Distinguishing Features:The Desktop Specialist I is distinguished from the IT Technician and Desktop Specialist II positions by the level of technical, problem solving skills, knowledge, complexity of assignments, project roles and responsibilities, leadership and mentoring responsibilities. The Desktop Specialist I provides assistance as needed to the IT Technician, and escalates issues to the Desktop Specialist II and Senior Desktop Specialist. This position must have a broad understanding of information technology, the ability to adapt and constantly learn new technologies. Must be able to deal with ambiguity and constant change and must possess the ability to function independently and collaborate effectively on a team.

Examples of Tasks

1. Job Assignments: A Desktop Specialist I can be assigned to one or more job assignments as needed to maintain alignment with the needs of customers and the Community.

• Phone Support: This assignment will provide support exclusively from their desk via phone calls, email, instant messaging and remote tools. Triages calls as quickly as possible, striving for and providing first call resolution and escalating to Desk Side Support as necessary. Must have the patience and willingness to walk customers through problem troubleshooting and resolution over the telephone.

• Logs in and out of the Cisco UCCX phone system to answer and track calls.

• Follows phone scripts to provide consist user experience to customers.

• Multitasks to answer emails while taking phone calls in parallel, all while maintaining a high level of customer service.

• Desk Side Support: Travels to customer locations to perform troubleshooting and issue resolution. Works tickets that are escalated from Phone Support.

• Project Support:Actively participates as a resource on IT projects such as computer deployments, OS upgrades and migrations, network and infrastructure upgrades, application upgrades, technology lifecycle refreshes and continuous improvement efforts.

2. Community/Government Events: Provides IT support for Community or Government events as needed. May require work during non-business hours.

• This includes, but is not limited to, weekly Tribal Council Meetings.

3. Customer Desktop Support & Service: Acts as liaison with, and provides training and support to, customers on equipment operation and other technical issues relating to hardware, software, and networks.

• Provide exemplary customer service for basic to intermediate level (Tier 1 and 2) desktop support including, but not limited to, configuration and troubleshooting for computers, mobile devices, peripherals, Windows and Macintosh operating systems, business application software and other related hardware and software.
• Creates tickets for all incidents and service requests regardless of medium requested.
• Maintains ownership of tickets and assignments through resolution, provides timely feedback on progress to the customer and fully documents all activities and tasks in the ticket.
• Reviews escalated tickets for call backs, providing documentation with detailed notes.
• Prioritize daily workload to ensure tickets are updated and assignments are completed within Service Level Agreements.
• Fulfills customer requests for password resets, hardware replacement and PC loaner equipment, as well as supports the efforts associated with moves, adds, changes and relocation requests.
• Researches and analyzes issues, determines underlying causes and provides solutions for routine technical issues.
• Performs computer imaging, configuration, profile migration and software deployment using various desktop deployment tools.

4. IT Asset Management: Follows established asset management guidelines and procedures. Uses desktop tools to query, update and track computers and ensures that all SRPMIC assets are properly tracked thru their lifecycle.

5. Knowledge Management System: Assist in creating and maintaining the Knowledge Management System by identifying, creating, and modifying documentation for solutions to issues.

6. Special Projects: Performs a variety of ad hoc special projects as assigned by the Service Desk Supervisor.

7. Miscellaneous: Performs other IT job related tasks or assignments as needed assigned by the Service Desk Supervisor, Assistant IT Director (Infrastructure & Operations) or IT Director/CIO to support customers and the Community.

Knowledge, Skills, Abilities and Other Characteristics:

• Knowledge of the history, culture, laws, customs and traditions of the SRPMIC.
• Working knowledge of Microsoft Windows OS (Windows 7 and 10), Office (2013 and 2016), anti-virus and other desktop software and tools.
• Working Knowledge of Apple macOS and IOS hardware and operating systems.
• Working knowledge of configuring and troubleshooting Windows and Apple based desktop computers, laptop computers, printers, mobile devices, and other related hardware.
• Basic working knowledge of Microsoft Active Directory Services and Group Policy.
• Basic knowledge of networking concepts.
• Skill with excellent verbal and written communications.
• Skill with Service Desk policy and procedures.
• Ability to provide excellent customer service, always keeping the customer in mind in anything you do.
• Ability to critically think, triage/diagnose and troubleshoot problems in a timely fashion.
• Ability to manage and prioritize time on a daily basis to accomplish tasks and projects.
• Ability to keep up with the changing trends in the Desktop and IT industry.
• Ability to develop and maintain positive and effective working relationships with all levels in the department and Community.
• Ability to communicate with customers and keep them informed on the status of projects and requests.
• Ability to create, maintain and share process documentation.
• Ability to interact with computer users at all levels of staff and provide one-on-one instruction.
• Ability to lift and carry computer equipment; approximately 45 lbs.

Minimum Qualifications

Education: Graduation from High School or a GED equivalent is required.

• For enrolled Community members without a GED, must obtain a GED. Requires participation in the HR GED Program and successful completion of the Arizona state certified exam in order to continue employment with SRPMIC.
• An Associate's Degree from an accredited college or university in Information Systems, Management of Information Systems, Computer Science, Software Engineering or related discipline is highly preferred but not required.

Experience: At least one (1) year work experience installing and supporting desktop computers and related operating systems, software and peripherals in a government or enterprise environment is required.

• The following experience is required:
• CompTIA A+ Certification is required.
• HDI Certified Desktop Technician or the ability to achieve HDI certification within 6 months of hire is required.
• Dell hardware certification or the ability to achieve Dell certification within 6 months of hire is required.
• The following experience is preferred:
• Apple Certified Support Professional Certification
• One (1) Year of JAMF Administration
• One (1) year of telephone based, technology related customer support.
• Enterprise desktop management system such as Microsoft System Center Configuration Manager, JAMF, Altiris, CA, LAN Desk.
• Service Desk ticket management system such as Microsoft System Center Service Manager, BMC Remedy, HEAT, Track-IT or Service Now.
• Installation, configuration and troubleshooting of network multifunction devices.

Equivalency: Equivalent combinations of education and experience that will allow the applicant to satisfactorily perform the duties of the job may be considered.

Underfill Eligibility:An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2-19, Underfill

Special Requirements

• Maybe be required to work beyond normal work hours including nights, weekends and holidays.
• Participates in on-call rotation providing 24x7 support. Responds to phone calls and emails and documents all tickets during assigned on-call period.
• May be required to complete a Salt River Police Department (SRPD) background check and polygraph examination.
• May be required to receive and maintain a Salt River Pima-Maricopa Indian Community, Community Regulatory License and State Certification (ADOG).
• All applicants applying for jobs will be subject to Pre-Employment Drug Test and extensive Fingerprint and Background Check. In addition, all employees providing services to a campus with children will be subject to the "Community Code of Ordinances", Chapter 11 "Minors", Article X. "Investigation of Persons Working with Children", random drug testing and completion of a background check every five (5) years.

Prior to hire as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre-employment background/fingerprint check.

"SRPMIC is an Equal Opportunity/Affirmative Action Employer" Preference will be given to a qualified: Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate.

In order to obtain preference, the following is required: 1) Qualified Community Member Veteran (DD-214) will be required at the time of application submission 2) Qualified Community Member (must provide Tribal I.D at time of application submission),3) Spouse of a Community Member (Marriage License/certificate and spouse Tribal ID or CIB is required at time of application submission), and 4) Native American (Tribal ID or CIB required at time of application submission).

Documents may be submitted by one of the following methods:

1) attach to application

2) fax (480) 362-5860

3) mail or hand deliver to Human Resources.

Documentation must be received by position closing date.

The IHS/BIA Form-4432 is not accepted.

Your Tribal ID/CIB must be submitted to HR-Recruitment-Two Waters.

Salt River Pima-Maricopa Indian Community Employee Benefits Overview

Salt River Pima-Maricopa Indian Community (SRPMIC) is committed to supporting the health, well-being, and financial security of our employees. We offer a comprehensive benefits package to employees, designed to enhance your quality of life both at work and at home. Below is a summary of the benefits available to SRPMIC employees. Plan details and eligibility requirements are provided upon hire and are subject to change.

Health Care Benefits

SRPMIC provides medical, dental, vision, and life insurance coverage for all regular full-time employees enrolled in standard plans. These benefits represent a significant part of your total compensation.

Medical: Choose from three plan options to fit your needs-the Low Deductible Plan, the Mid-Deductible Plan, and the High Deductible Health Plan (HDHP) with a Health Savings Account (HSA). As a self-funded plan, SRPMIC directly covers the cost of medical, pharmacy, dental, and vision services for all participants.

Dental: Enjoy nationwide access to the Humana Dental PPO/Traditional Preferred network, offering flexibility and choice in selecting dental care providers.

Vision: Coverage is provided through Davis Vision, including eye exams, lenses, frames, and contact lenses. Members also benefit from discounted rates on additional eyewear and services.

Life Insurance: All eligible employees are automatically enrolled in a fully paid basic term life insurance policy with a matching accidental death benefit.

Retirement Plans

SRPMIC supports your long-term financial goals through multiple retirement plan options:

401(k) and Roth Plans: Eligible employees can participate in both pre-tax and post-tax retirement savings plans. SRPMIC contributes 5% of your compensation to the pre-tax 401(k) and matches up to 3% of your salary deferral contributions.

Public Safety Personnel Retirement System (PSPRS): Available to eligible certified police officers and firefighters.

Arizona State Retirement System (ASRS): Available to Salt River School educators.

Health Reimbursement Arrangement (HRA): A retiree HRA with Health Equity, which is a tax-advantaged employer-funded account that retired employees (Age 55+) can use for qualified medical expenses, including some premiums, and out-of-pocket expenses such as copays and deductibles.

Paid Leave & Holidays

Annual & Sick Leave: Employees accrue separate balances for sick and annual leave each pay period. Sick leave may be used for personal or family illness and medical appointments, while annual leave covers vacation or personal time.

Holidays: SRPMIC observes 15 paid holidays each year, including two discretionary holidays and one day of birthday leave.

Other SRPMIC Paid Benefits

Short-Term Disability

Long-Term Disability

Employee Assistance Program (EAP)

SRPMIC offers a confidential Employee Assistance Program through SupportLinc, available at no cost to employees, their dependents, and household members.

Additional Voluntary Benefits

WellPath Wellness Program: A voluntary wellness initiative that encourages healthy living and rewards participation with incentives. Available to all employees and their dependents.

Flexible Spending Accounts (FSA): Administered by HealthEquity, FSAs allow you to pay for eligible health and dependent care expenses with pre-tax dollars.

Health Savings Account (HSA): Available to employees enrolled in the HDHP.

Supplemental Life & AD&D Insurance: Employees may purchase additional life and accidental death coverage for themselves and their dependents.

Public Service Loan Forgiveness (PSLF): SRPMIC is a qualified employer under the PSLF program. Employees may be eligible for federal student loan forgiveness.

At SRPMIC, we value our employees and are proud to offer benefits that support your health, well-being, and future.

Employer Salt River Pima-Maricopa Indian Community

Address 10005 E Osborn Road

Scottsdale, Arizona, 85256

Phone 480-362-7925

480-362-7925

Website http://www.srpmic-nsn.gov/employment