Help Desk Analyst

Arizona Department of Administration•Phoenix, AZ

5d•Hybrid

About The Position

The Help Desk Analyst provides service to all DCS offices statewide and to external providers contracted to do work for DCS. Under general supervision, this position will have varied and complex technical assignments providing Level 1 and Level 2 support of the DCS end users.

Requirements

Knowledge of Vendor technologies, in-house developed applications and client computing hardware including, but not limited to;
Customer service principles
Various computer software applications
Personal computers
Basic functional characteristics and capabilities of operating systems for Windows
Basic wireless networking functionality and capability
Basic functional characteristics and capabilities of desktop/laptop support and troubleshooting
Strong customer service
Excellent interpersonal, written and oral communication
Basic troubleshooting in computer hardware and software
Using software utilities and monitors
Balance, prioritize and organize multiple tasks
Work collaboratively in teams and across organizations
Synthesize feedback and adjust plans accordingly
Build strong relationships inside and outside the organization
Respond promptly to customer needs; take a customer-centric approach to problem solving; solicit customer feedback to improve service; respond to requests for service and assistance; and meet commitments
Identify opportunities for use of solutions to improve efficiency and reduce waste
Focus on solving conflict; maintain confidentiality; listen to others without interrupting; keep emotions under control; and remain open to others' ideas and tries new things
Work within guidelines of established methods; and obtain, clarify and provide information within established parameters
Prioritize and plan work activities; set goals and objectives; use time efficiently; and communicate activities and results as appropriate
Regularly provided specific instructions to complete tasks; and regularly participate in reviews of assigned and completed tasks
Requires the possession of and ability to retain a current, valid state-issued driver's license appropriate to the assignment.
Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records and must complete any driver training (see Arizona Administrative Code R2-10-207.11).
Employees may be required to use their own transportation as well as maintain valid motor vehicle insurance and current Arizona vehicle registration.
The ability to secure and maintain a Arizona Fingerprint Clearance Card; and the ability to secure and maintain clearance from the DCS Central Registry.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

Associate’s degree plus one to three years of experience in desktop support (or equivalent experience preferred)

Responsibilities

Receives calls, emails and web inquiries for end users and /or other external Help Desks.
Logs call, email or web inquiry into a ticket management system and classifies the ticket according to identified standard severity classifications.
Ensures customer contact information is current in ticket management system.
Provides answers to simple frequently asked questions.
Routes inquiries to appropriate individuals/groups in the organization for triage and/or resolution.
Updates and maintains issues knowledge base as appropriate.
Monitors internal customer help desk ticketing system.
Other duties as assigned as related to the position.