Service Desk Analyst Senior

Arizona Department of Administration • Phoenix, AZ

20h • 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, well-documented, and easily retrievable. It also includes assisting managers with needs assessments, configuration, and equipment ordering. This position leads the provision of technical support to various divisions within the agency, including setting up and troubleshooting mobile devices. Furthermore, it provides mentorship to less experienced team members and fosters a team environment. This position requires in-office presence based on the department's needs and does not offer remote work options within Arizona.

Requirements

• Knowledge of Microsoft Office Products (Word, Excel, Outlook, PowerPoint)
• Knowledge of Google Workspace includes Gmail, GSuite, Drives, etc
• Knowledge of VPN and Virtual Machine Environments
• Knowledge of Windows Operating System
• Knowledge of DES policies and procedures
• Knowledge of Application integrations, networking protocols, and any other computer related technologies
• Knowledge of Service offerings, customer service principles and processes
• Knowledge of Back-office server applications, desktop applications, web-based applications, and computer/networking hardware and networking protocols
• Skills in Diagnosing and resolving hardware, software, operating and configuration problems
• Skills in Developing and publishing policies and procedures for LAN/PC usage
• Skills in Diagnosing and resolving issue with Virtual desktop platforms which include Horizon Vmware as well as Azure
• Skills in Customer Service, Documentation, Listening, and Problem Solving
• Skills in Interpersonal, written, and oral communication skills
• Skills in Resolving incidents/problems efficiently and effectively, recognizing customers' competence levels, and approaching each level appropriately
• Skills in Balancing, prioritizing, and organizing multiple tasks
• Skills in Synthesizing feedback and adjusting plans accordingly
• Ability to Analyze computers, systems, network, and mainframe problems
• Ability to Describe in detail what a user needs to do to resolve a problem
• Ability to Identify opportunities and implement solutions to improve efficiency and reduce waste
• Ability to Lead initiatives to develop solutions and processes to needs
• Ability to Identify unique innovative approaches
• Ability to Perform research in manuals, knowledge bases, or on the Internet to resolve problems
• Ability to Work collaboratively in teams and across organizations
• Ability to Build strong relationships inside and outside the organization
• Associate’s degree OR three or more years of information technology experience (or equivalent experience).
• A valid fingerprint clearance card issued pursuant to ARS 41-1758.07.
• Possession and retention of a current, valid class-appropriate driver’s license if operating a motor vehicle on State business.
• Successful completion of background and reference checks.
• Successful completion of 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 using Microsoft office products, including finding graphics, pictures, or illustrations, and updating documentation.
• Maintain and update end-user mobile devices as needed, including Smartphones and Tablet PCs.
• 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
• Arizona State Retirement System (ASRS) defined benefit plan
• Voluntary deferred compensation program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree