SERVICE DESK ANALYST

DEPARTMENT OF ECONOMIC SECURITY Your Partner For A Stronger Arizona.

DES works with families, community organizations, advocates and state and federal partners to realize our collective vision : A thriving Arizona.

DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

SERVICE DESK ANALYST

Job Location : Division of Technology Services (DTS)

1400 West Washington Street, Phoenix, Arizona 85007 Posting Details : Salary : $36.779 to $ 51,395

Grade : 19

Closing Date : August 19, 2024 Job Summary :

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life.

DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.

az.gov; or click on the link here to view Our DES' video. Come Join the DES Team!

DES is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst.

The Service Desk Analyst is responsible for providing level-one support by responding to incoming calls from Resolution Center phone queues, self-service ticket submissions, and various other methods for receiving requests for support (email and chat included) regarding : clients, workstations, peripherals, printers, telephone services, cellular services, Active Directory assistance, Google account assistance, VPN account assistance, and standard agency desktop applications (Microsoft Office Suite, Google Workspace, VPN, virtual desktops, etc.) for the agency.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords flexibility, autonomy and trust. Across our many agencies, boards, commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices and in hoteling spaces.

All work, including remote work, should be performed within Arizona, unless an exception is properly authorized in advance.

Job Duties :

Essential Duties and Responsibilities include but are not limited to :

• Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available.
• Troubleshoot issues presented by customers using all tools and resources available.
• Be the primary customer contact for status of assigned tickets until problem is resolved and 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 requiring validation of customer information, and accurate recording of details of issue / request, 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 of existing and new knowledge base articles based upon call received.
• Identify trends or patterns in reported issues.
• Participate in projects to improve customer service, efficiency, and / or productivity of the Resolution Center / Helpdesk.

Knowledge, Skills & Abilities (KSAs) :

Knowledge of :

• Windows Operating Systems.
• Microsoft Office Products (Word, Excel, Outlook, PowerPoint).
• Google Workspace including Gmail, G-Suite, Drives, etc.
• VPN and Virtual Machine Environments.
• DES policies and procedures.
• Service offerings, customer service principles and processes.
• Back-office server applications, desktop applications, web-based applications, and computer / networking hardware and networking protocols.

Skills In :

• 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.

Ability to :

• Analyze computers, systems, network, and mainframe problems.
• Describe in detail what a user needs to do to resolve a problem.
• Perform research in manuals, knowledgebases, or on the Internet to resolve problems.
• Work collaboratively in teams and across organizations.
• Build strong relationships inside and outside the organization.

Selective Preference(s) :

The ideal candidate for this position will have :

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

Pre-Employment Requirements :

• Associate's degree plus one to three years of information technology experience (or equivalent experience).
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• Employee shall obtain and maintain a valid Level One fingerprint clearance card that meets DES requirements for a Level One card pursuant to Arizona Revised Statute 41-1969.
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency's ability to reasonably accommodate any restrictions.
• This position may require driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply : Driver's License Requirements.

Any employee operating a motor vehicle on State business 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.

The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records, and must complete all required driver training.

An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

Benefits :

The Arizona Department of Economic Security offers a comprehensive benefits package to include :

• 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
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster / adopted child (pilot program).
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work / life balance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work / life balance, report higher job satisfaction, and are more productive.

Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement :

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period.

The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

Contact Us :

For questions about this career opportunity, please contact us Frank Topor at 480-536-3791 or [email protected].

The State of Arizona is an Equal Opportunity / Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting Frank Topor at 480-536-3791 or OODHRStaffing@azdes.

gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.