Help Desk Specialist

Under general supervision, this onsite role supports Pinal County Schools by helping public school business employees use School ERP Pro for financial software needs. The position focuses on hands-on assistance, troubleshooting, and user training to support smooth operations and efficient daily use.

Key Responsibilities

• Respond to incoming requests by phone, email, self-service, and in-person inquiries to verify user information, identify the request type, resolve issues directly, or route requests as needed.
• Communicate clearly and professionally with customers and team members through verbal and written updates.
• Close work orders by confirming that troubleshooting steps were completed and that user notes are recorded properly; contact the user, when applicable, to verify completion.
• Support workplace values including accountability, commitment, and teamwork.
• Maintain absolute confidentiality for work-related issues, customer records, and restricted County information.
• Provide software and technical support for employees using School ERP Pro.
• Troubleshoot and resolve software-related issues in a timely and effective manner.
• Assist with software setup and configuration to align with the specific needs of each school district.
• Complete time-sensitive daily, bi-weekly, monthly, quarterly, and yearly tasks.
• Stay current with software updates and new features, ensuring staff are informed about changes and enhancements.
• Perform administrative and general support duties as assigned.
• Carry out other related duties as required.

Required Qualifications

• High school diploma or GED equivalent.
• One (1) year of customer service and computer support experience.
• An equivalent combination of relevant education and/or experience may substitute for the minimum requirements.
• Arizona residency requirements: Arizona residents must have a valid Arizona Driver’s License upon hire; newly established Arizona residents must obtain one within 30 days of hire.

Preferred Qualifications

• Associate’s Degree in Business Services or a related field.
• Experience using School ERP Pro or a similar financial software system.

Knowledge, Skills, and Abilities

• Knowledge of public school finance and accounting processes.
• Ability to communicate effectively orally and in writing.
• Strong customer service and communication skills.
• Capacity to troubleshoot software issues and provide clear guidance to end-users.
• Detail-oriented approach with strong organizational and time management skills.

Physical Demands

• Independent body mobility to stand, walk, bend, sit for prolonged periods, and/or drive a vehicle.
• Manual dexterity to reach and grasp, and to handwrite or use a computer keyboard.
• Vision sufficient to see and read.
• Hearing and speaking ability to communicate with customers in person and over the phone.

Work Environment

• Indoor office environment.

Software and Technology

• School ERP Pro

Compensation and Location

• Location: Florence, AZ (onsite)
• Salary: USD 42,564 - 65,974 per yearly

Benefits

• Paid vacation and sick leave.
• 15 vacation days accrued annually starting day one; 18 after three (3) years; 20 after five (5) years.
• 13 sick leave days accrued annually starting day one.
• Ten paid holidays plus one paid floating holiday.
• Paid sabbaticals: two-week after five years; three-week after ten years; four-week after fifteen years, and four-week sabbaticals every five years after fifteen years of continuous service.
• Retirement plans with generous employer contributions, including a guaranteed lifetime benefit.
• Medical coverage with six plan options; some plans include zero employee premium cost.
• Dental and vision plans.
• Comprehensive wellness program, quarterly wellness challenges, vision exams and optometry events onsite, vaccination clinics, onsite mammogram and prostate screening events, skin cancer screening events onsite, and biometrics and health screening events.
• Financial health and retirement planning events onsite and online.
• Fitness resources and onsite sessions such as yoga and tai chi.
• Tuition reimbursement program.
• Alternative work schedules and telehealth.
• Qualified employer for Public Service Loan Forgiveness Program (Department of Education).
• Employee Assistance Program with ongoing training and development options.
• Civil service leave; van pool options.
• Short-term disability with employer payment; employer-paid basic life insurance.
• Flexible spending accounts for dependent care and medical expenses.
• Voluntary benefits including additional life, accident, critical illness, and cancer insurance.