Service Desk Analyst

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

Child and Community Services Division (CCSD) 
1789 West Jefferson Street, Phoenix, Arizona 85007

Salary: $36,799 - $51,394 

Grade: 19

Closing Date: December 02, 2024  

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. This position will perform help desk activities for web-based, and mainframe applications utilized by the Child Care Administration (CCA) 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 CCA.

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.

Essential Duties and Responsibilities include but are not limited to:

• Troubleshoot, analyze, and diagnose web-based, mainframe and software application problems reported to the Help Desk; 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 …