Service Desk Analyst

Title:  Service Desk Analyst

Job Description: Job No: 544294

Salary: $45,000 - $51,393 

Grade: 19

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!

The Department of Economic Security, Child and Community Services Division (CCSD) is seeking an experienced and highly motivated professional to join our team as a Service Desk Analyst. It will be responsible for performing help desk activities for web-based, and mainframe applications utilized by the divisional staff, employers, and the general public. The duties will include troubleshooting, researching, analyzing, and diagnosing issues reported to the Help Desk, Ticketing System, etc. and identify and implement a solution for the user. Report potential issues that could lead to disruptions in the delivery of services provided by the division.

The State of Arizona strives for a work culture that affords employees 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:

• Troubleshoot, analyze, and diagnose web-based, mainframe and software application problems; complete resolution activities (answer questions, log into a ticket system following procedures, user validation that the problem has been corrected or refer to other help desk as appropriate (i.e. problems identified as network, PC/Hardware, server support or security related, etc.).
• Open, monitor, work, and close tickets in a ticket tracking system respond promptly to customer needs. Monitor calls including tickets entered in the ticket tracking system for problems referred to other help desks; verify user information, communicate outstanding issues & status resolution to users and supervisors, programming support staff, other government agencies, and community partners as applicable to meet commitments.
• Research and analyze a wide range of production problems, identify treads or patterns to provide technical assistance or determine if automated system modifications and/or enhancements are required to improve service, efficiency, and reduce waste. Prepare and issue communications statewide regarding system availability and/or known issues.
• Monitor a variety of system reports and resolve production issues and inconsistencies, research and resolve application errors. Write system documentation and support procedures, production issue reports, and detailed help desk call information.
• Participate in design and planning of projects by analyzing business processes, organizational procedures, workflow, and information requirements; document business requirements; complete testing activities, analyze expected test results, write and maintain technical documentation and test outcomes. May require development of oral and/or written presentations for a wide variety of audiences for technical and non-technical aspects.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• Agency's mission, goals, policies, procedures, and business processes
• Customer service principles and processes
• Problem resolution and troubleshooting techniques
• Computer systems and applications
• English language for sentence structure, composition, content, spelling, and grammar
• Analysis and communication practices
• Automated, web-based, desktop application
• Computer/network hardware, standard operating procedures, network protocols, and computer related technologies

Skills In:

• Strong customer service skills including effective listening and problem resolution techniques with attention to detail
• Excellent interpersonal, written and oral communication
• Build and maintain strong relationships inside and outside the organization interacting with all levels of personnel and clientele in a professional manner
• Effective time management and organizational skills for managing and prioritizing tasks
• Timely follow-up on unresolved issues
• Critical thinking, problem solving, and effective decision making engaging in critical thinking using logic and reasoning
• Understanding of written composition in work related documents
• Identifying strengths and weaknesses of alternative solutions
• Microsoft Office (Access, Excel) Google (email, sheets)

Ability to:

• Analyze complex issues, interpret, evaluate and arrive at logical conclusions
• Resolve incidents/problems efficiently and effectively recognizing customer competence level
• Handle high volume phone calls working under extreme pressure to defuse hostile callers using independent judgment to resolve the issue
• Determine impact of problems or issues analyze business needs, and recommend changes to the business operations to improve efficiency and reduce waste
• Balance, prioritize, and organize multiple tasks and adjust plans accordingly
• Prepare and present technical and non-technical presentations for a wide variety of audiences
• Work collaboratively in teams and across organizations
• Adapt to changing environments and new technologies

Selective Preference(s):

N/A

Pre-Employment Requirements:

• 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).
• 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.
• 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.
• Associate’s degree plus three or more years of information technology experience (or equivalent experience).

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
• 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

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 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.