Service Desk Analyst

DEPT OF TRANSPORTATION

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SERVICE DESK ANALYST

Job Location:

Address: OMS-SERVICE DESK
1801 W. Jefferson St., Phoenix, AZ 85007

Posting Details:

Salary: $43,400.00 - $53,400.00

Anticipated Salary: $48,400.00

Grade: 19

Closing Date: 12/19/2024

Job Summary:

This position will be the primary customer contact for status of assigned tickets. Will help with receiving calls, emails and web inquiries for end users and/or external Help Desks. Will respond promptly to customer needs; takes a customer-centric approach to problem solving; solicits customer feedback to improve service and will provide basic level troubleshooting to uncover known issues.

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 employees flexibility, autonomy, and trust. Across our many agencies, boards, and 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:

Receive calls, emails and web inquiries. Log the call, email or web inquiry into a ticket management system and classify the ticket according to the identified standard severity classification.

Provide problem resolutions for known issues in a timely manner or escalate tickets to the next support tier as appropriate.

Provide basic level troubleshooting to uncover known issues.

Other duties as assigned as related to the position.

Knowledge, Skills & Abilities (KSAs):

Knowledge:
* Considerable knowledge of service offerings, customer service principles and processes, back-office server applications, desktop applications, web based applications, computer/networking hardware, standard operating systems, common third-party software applications, networking protocols, and any other computer-related technologies.
* Knowledge of Google and Microsoft Workspace.

Skill:
* Strong customer skills
* Work collaboratively in teams and across organizations.
* Resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately.

Ability:
* Balance, prioritize and organize multiple tasks.
* Build strong relationships inside and outside the organization.
* Synthesize feedback and adjust plans accordingly.

Selective Preference(s):

Associate's degree plus one to three years of information technology experience (or equivalent experience).

Pre-Employment Requirements:

This position requires driving or the use of a vehicle as an essential function of the job and the following requirements apply. 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).

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

The Arizona Department of Administration offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

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:

Mandatory participation in the Arizona Retirement System (ASRS) is required.

Contact Us:

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 calling (602) 712-8188. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.

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