Service Desk Analyst

Arizona Department of Administration•Phoenix, AZ

About The Position

The Department of Economic Security (DES), Child and Community Services Division (CCSD), is seeking an experienced and motivated Service Desk Analyst. The role provides help desk support for web-based, mainframe, and other software applications used by division staff, employers, and the public. The analyst troubleshoots, researches, analyzes, and diagnoses reported problems, identifies and implements solutions, and reports potential issues that could disrupt services. The position is based at 1789 West Jefferson Street, Phoenix, Arizona. State employees may participate in the Remote Work Program, and this role may offer a full-time or part-time remote work schedule. Remote work must be performed within Arizona unless an exception is authorized; remote work is a management option and may be discontinued at the agency’s discretion. The position requires an associate’s degree plus three or more years of information technology experience, or equivalent experience. Employment is contingent on successfully completing required background and reference checks, E-Verify, and obtaining and maintaining a valid Level One fingerprint clearance card that meets DES requirements. If driving or using a vehicle for state business is required, the employee must meet applicable driver’s license, training, record-check, and insurance requirements.

Requirements

Associate’s degree plus three or more years of information technology experience, or equivalent experience.
Knowledge of customer service principles, problem resolution, and troubleshooting techniques.
Knowledge of automated, web-based, and desktop applications; computer and network hardware; standard operating procedures; network protocols; and related technologies.
Strong customer service, listening, and problem-resolution skills, with attention to detail.
Strong interpersonal, written, and oral communication skills.
Ability to build and maintain professional relationships with personnel and clientele at all levels, inside and outside the organization.
Effective time-management and organizational skills, including prioritizing tasks and following up on unresolved issues.
Critical-thinking, problem-solving, and decision-making skills, including the use of logic and reasoning.
Ability to analyze complex issues, interpret information, evaluate options, and reach logical conclusions.
Ability to resolve incidents efficiently while recognizing the customer’s competence level.
Ability to handle high-volume phone calls and work under pressure, including defusing hostile callers using independent judgment.
Ability to balance, prioritize, and organize multiple tasks and adjust plans accordingly.
Ability to prepare and present technical and non-technical information to varied audiences.
Ability to work collaboratively across teams and organizations and adapt to changing environments and technologies.
Working knowledge of Microsoft Office, including Access and Excel, and Google email and Sheets.
Successful completion of required background and reference checks and E-Verify.
Obtain and maintain a valid Level One fingerprint clearance card meeting DES requirements.
If operating a vehicle on state business, maintain a current, valid, class-appropriate driver’s license, complete required training, pass required driving-record checks, and maintain acceptable driving records; personally owned vehicles used for state business must carry the legally required liability insurance.

Responsibilities

Troubleshoot, analyze, and diagnose problems with web-based, mainframe, and software applications; resolve issues, document tickets, validate solutions with users, or refer issues to the appropriate help desk.
Open, monitor, work, and close tickets in the ticket tracking system, and respond promptly to customer needs.
Monitor issues referred to other help desks; verify user information and communicate outstanding issues and resolution status to users, supervisors, programming support staff, government agencies, and community partners.
Research and analyze production problems, identify trends or patterns, provide technical assistance, and determine whether system modifications or enhancements are needed to improve service and efficiency and reduce waste.
Prepare and issue statewide communications about system availability and known issues.
Monitor system reports, resolve production issues and inconsistencies, and research and resolve application errors.
Write system documentation, support procedures, production issue reports, and detailed help desk call information.
Participate in project design and planning by analyzing business processes, procedures, workflows, and information requirements; document business requirements; conduct testing; analyze expected test results; and maintain technical documentation and test outcomes.
Prepare and deliver oral or written presentations on technical and non-technical topics to a range of audiences.
Respond to high-volume calls, including using independent judgment and problem-solving techniques to address difficult customer interactions.
Analyze business needs and problem impacts, and recommend operational changes to improve efficiency and reduce waste.

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 of up to 12 weeks per year for a newborn or newly placed foster or adopted child.
Deferred compensation plan.
Wellness plans.
Tuition reimbursement stipend opportunities.
Infant at Work Program.
Rideshare and public transit subsidy.
Career advancement and employee development opportunities.
Option of a full-time or part-time remote work schedule, subject to management approval and discretion.