Service Desk Analyst Senior

Arizona Department of Administration•Phoenix, AZ

1d•$61,591 - $63,695•Onsite

About The Position

The Department of Economic Security (DES), Division of Technology Services (DTS), is seeking an experienced and highly motivated professional to join our team as a Senior Service Desk Analyst. This position serves as a team lead, responsible for the installation, operations, and management of local area networks (LAN) and various business systems within the enterprise. The role involves assisting in developing work plans for new projects, ensuring all fixes, changes, upgrades, and lessons learned are communicated, documented, and easily retrieved. It also assists managers in completing needs assessments with clients, configuration, and ordering equipment. This position leads the provision of technical support to various divisions within the agency, including setting up and troubleshooting mobile devices. Additionally, it provides mentorship to less experienced team members through formal and informal channels, fostering a team environment. This position requires in-office presence and does not offer remote work.

Requirements

Microsoft Office Products (Word, Excel, Outlook, PowerPoint)
Google Workspace includes Gmail, GSuite, Drives, etc
VPN and Virtual Machine Environments
Windows Operating System
DES policies and procedures
Application integrations, networking protocols, and any other computer related technologies
Service offerings, customer service principles and processes
Back-office server applications, desktop applications, web-based applications, and computer/networking hardware and networking protocols
Diagnosing and resolving hardware, software, operating and configuration problems
Developing and publishing policies and procedures for LAN/PC usage
Diagnosing and resolving issue with Virtual desktop platforms which include Horizon Vmware as well as Azure
Customer Service, Documentation, Listening, and Problem Solving
Interpersonal, written, and oral communication skills
Resolving incidents/problems efficiently and effectively, recognizing customers' competence levels, and approaching each level appropriately
Balancing, prioritizing, and organizing multiple tasks
Synthesizing feedback and adjusting plans accordingly
Analyze computers, systems, network, and mainframe problems
Describe in detail what a user needs to do to resolve a problem
Identify opportunities and implement solutions to improve efficiency and reduce waste
Lead initiatives to develop solutions and processes to needs
Identify unique innovative approaches
Perform research in manuals, knowledge bases, or on the Internet to resolve problems
Work collaboratively in teams and across organizations
Build strong relationships inside and outside the organization
Associate’s degree OR three or more years of information technology experience (or equivalent experience).
Valid fingerprint clearance card issued pursuant to ARS 41-1758.07.
Driver’s License Requirements (if driving is essential function).
Successfully pass background and reference checks.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

Associate Degree in Information Technology or closely related field as well as 1-3 years of experience providing diagnostic and troubleshooting support in a client desktop, cross platform environment, OR, any equivalent combination of experience and/or education from which comparable knowledge and skills.
A+ Certification
Microsoft Certified Professional

Responsibilities

Assists in distributing work load to the unit.
Assists in developing work plans for new projects (Roll-outs, migrations to new platforms, software, hardware, etc.).
Assists Manager in completing needs assessments with clients, configuration and ordering of equipment.
Assistance in the facilitation of team meetings to track and report team projects to manager.
Installation, operation, maintenance and management of DTS LAN, and various business systems implemented within the LAN.
Provision of technical support for DES as well as technical support, training and application assistance to approximately 9200 LAN/PC users to include interaction with internal clients to resolve escalated help desk issues, trouble calls and e-mail.
Ensuring all fixes, changes, upgrades and lessons learned are well documented and easily retrieved.
Responsible for the inventory and management of hardware, software, software licenses, and other IT supplies.
Tactful communication of difficult/sensitive information to the team and customers we support.
Mentors those with less experience through formal and informal channels.
Shows leadership by example, while fostering and encouraging a team environment within the unit.
Prepares documents for software and hardware related to PC Support.
The PC Tech Lead will compose the documents in a logical format using Microsoft office products.
They often are required to find graphics, pictures, or illustrations to go along with the documentation.
They will also be required to update documentation from time to time.
Maintain and update end-user mobile devices as needed, including but not limited to Smartphones, Tablet PCs, etc.
Protect and Coach end-users in proper agency Security and Responsible use policies.
Responsible for warehouse inventory maintenance and reconciliation.
Receiving and accepting into inventory computer devices (PCs, peripherals, printers, etc) as well as participating in the imaging production and deployment process.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans
Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
10 paid holidays per year
Paid vacation and sick time
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities