Service Desk Analyst

Arizona Department of Administration•Phoenix, AZ

4d•$36,779 - $51,394•Hybrid

About The Position

The Department of Economic Security (DES) is seeking an experienced and highly motivated professional to join their Division of Technology Services (DTS) as a Helpdesk Analyst. This role provides level one support by responding to incoming calls, self-service tickets, emails, and chats for issues related to clients, personal computers, peripherals, printers, telephone services, and cellular services. The position reports to the Service Desk Supervisor and offers assistance with Active Directory, Google accounts, VPN accounts, and standard agency desktop applications like Microsoft Office Suite and Google Workspace. Responsibilities include creating incident/request tickets, troubleshooting technical and non-technical issues, and escalating unresolved problems. The role may offer remote work within Arizona based on performance. DES emphasizes a work culture of flexibility, autonomy, and trust, with many state employees participating in the Remote Work Program.

Requirements

Windows Operating Systems knowledge.
Microsoft Office Products (Word, Excel, Outlook, PowerPoint) knowledge.
Google Workspace (Gmail, G-Suite, Drives, etc.) knowledge.
VPN and Virtual Machine Environments knowledge.
DES policies and procedures knowledge.
Service offerings, customer service principles and processes knowledge.
Back-office server applications, desktop applications, web-based applications, and computer/networking hardware and networking protocols knowledge.
Customer Service, Documentation, Listening, and Problem Solving skills.
Interpersonal, written, and oral communication skills.
Ability to resolve incidents/problems efficiently and effectively, recognizing customers' competence levels, and approaching each level appropriately.
Ability to balance, prioritize, and organize multiple tasks.
Ability to synthesize feedback and adjust 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 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.
Ability to develop and monitor indicators of organizational culture and engage employees and senior leadership to create organizational change.
Associate’s degree plus one to three years of information technology experience (or equivalent experience).
Must obtain and maintain a valid Level One fingerprint clearance card.
May require driving or the use of a vehicle; must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks.
Successfully pass background and reference checks.
Must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

Two years’ experience providing technical support in a call center environment.
Two years’ experience providing hands-on desktop support.
Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred.

Responsibilities

Provide timely hardware, software, voice, and network help desk support to all agency personnel through all available means, including assisting new users, configuring desktops remotely, and troubleshooting standard software.
Troubleshoot issues presented by customers using all available tools and resources.
Act as the primary customer contact for the status of assigned tickets until the problem is resolved and the ticket is closed.
Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk.
Create incident and request tickets, validating customer information and accurately recording issue/request details, including customer interaction and actions taken in the division ticketing system.
Participate in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Helpdesk.
Create, update, and review existing and new knowledge base articles based on received calls.
Identify trends or patterns in reported issues.
Update and maintain the issues knowledge base as appropriate.

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