Senior Service Desk Analyst (ITD)

Arizona Department of Administration•Phoenix, AZ

1d•Hybrid

About The Position

The Arizona Department of Water Resources (ADWR) is seeking a Senior Service Desk Analyst for the Information Technology Division. The mission of ADWR is to safeguard the health, safety, and economic welfare of the public by protecting, conserving, and enhancing Arizona's water supplies in a bold, thoughtful and innovative manner. This position will be responsible for being the team lead for the Help Desk group. The role requires a demonstrated ability to resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and approaching each level appropriately. The analyst will ensure that tickets are processed in a timely manner, investigate complex product configuration issues, provide problem resolution for complex issues, and offer advanced level troubleshooting to uncover specific functional problems and provide answers to complex technical questions. This position may offer the ability to work remotely within Arizona, based upon the department's business needs and continual meetings of expected performance measures, with a minimum of two days on-site at the ADWR office per week required. The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust, and many State employees participate in the State’s Remote Work Program.

Requirements

Knowledge of customer service principles and processes
Knowledge of standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, and any other computer-related technologies
Knowledge of back-office server applications, desktop applications, web-based applications, client/server applications
Knowledge of how to analyze hardware problems
Knowledge of how to analyze and troubleshooting software application problems and resolve as quickly as possible
Knowledge of network and systems policy and procedures as well as Agency needs and the mission of the Department
Skills in responding promptly to customers’ needs, taking a customer-centric approach to problem solving; soliciting customer feedback to improve service.
Skills in responding to requests for service and assistance; meets commitments
Skills in managing difficult or emotional customer situations
Skills in analyzing difficult technical problems
Skills in establishing and maintaining effective working relationships with Staff and End-Users
Skills in using operating systems, programming language, software and hardware
Skills in analyzing, troubleshooting and resolving computer system problems
Skills in system analysis and computer operations
Skills in communication principles and techniques
Skills in attention to detail, initiative, organizational
Skills in identifying opportunities and implementing solutions to improve efficiency
Ability to lead initiatives to develop solutions and processes to meet needs; identifies unique innovative approaches
Ability to prioritize and plan work activities; set goals and objectives; use time efficiently; communicate activities and results as appropriately
Ability to work independently and/or seek assistance if appropriate
Ability to analyze data/information and formulate logical conclusions
Ability to maintain confidentiality and integrity, process
Ability to assign actions with proper documentation
Ability to analyze and resolve computer problems/issues
Ability to handle heavy phone volume and incoming e-mail requests
Ability to identify required resources; trains, schedules and monitors resources; may participate in hiring
Associate’s degree plus three years of information technology experience (or equivalent experience).

Nice To Haves

A+ Certification
Training on Microsoft Windows

Responsibilities

Receiving calls, emails and web inquiries escalated from Service Desk Analysts and provide advanced level troubleshooting to uncover the specific functional problem of any issue and provide answers to complex technical questions.
Investigating complex product configuration issues and providing problem resolution for complex issues in a timely manner or escalating tickets to management or next support tier as appropriate. Log all pertinent incident information into a ticket management system.
Providing guidance and on-the-job coaching to help desk technicians, fostering skill development, troubleshooting proficiency, and adherence to service standards through regular feedback and knowledge sharing.
Monitoring internal customer help desk ticketing system and document, update and communicate internal processes as required and test all fixes prior to delivering to customer.
Providing end-to-end technical oversight and operational support for high-priority off-site meetings and agency briefings. Responsibilities include the deployment of portable infrastructure, coordination of audiovisual (AV) assets, and proactive real-time troubleshooting to ensure seamless continuity of operations.
Occasional domestic travel (approximately 3–5 times per year) to provide on-site technical leadership.