Service Desk Analyst Senior

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 SENIOR

Job Location:

Division of Technology Services (DTS)
1789 West Jefferson Street, Phoenix, Arizona 85007

Posting Details:

Salary: $55,000-$57,429 

Grade: 21

Closing Date: October 24, 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 Senior. The position performs help desk activities for web-based applications utilized by Child and Community Services (CCSD) staff. The duties include troubleshooting, researching, analyzing, and diagnosing issues reported to the Help Desk, Ticketing System, etc. and identifying and implementing a solution for the user or application. This role participates in design and planning of projects by analyzing business processes, organizational procedures, workflow, and information requirements. Reports potential issues that could lead to disruptions in the delivery of services provided by the Child and Community Services Division administrations. 

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:

• Open tickets in the ticket tracking system and following through to resolution within service level agreements; monitoring referred calls including tickets entered in the ticket tracking system for problems referred to other help desks. Update and maintain issue knowledge base and document, update, and communicate internal processes and problem resolution steps as required to users, service desk analysts, and management.
• Troubleshoot, analyze and diagnose complex technical, software, and mainframe application issues reported by phone, e-mail, fax, web, or escalated by service desk analyst or escalate as appropriate. Research and identify functional and configuration issues for resolution ensuring the problem has been fully addressed or make referrals to other help desks as appropriate (network, PC Hardware, server support, or security.)
• Research and analyze a wide range of production problems to provide technical assistance or determine if automated system modification or enhancements are required. Monitor and participate in reviews of assigned and completed tasks for new system implementations, existing issues, and various ticket tracking systems, logging all pertinent incident information into the ticket management system.
• Attend meetings and communicate outstanding issues and status of resolution to users, supervisor, program support staff, other government agencies, and community partners as applicable. Identify required resources and opportunities to improve efficiency, and training needs. Schedule/resource issues reporting to management as appropriate.
• Participate on system projects. Analyze business processes, organizational procedures, workflow and information requirements. Document business requirements, complete testing activities, prepare and issue statewide communication regarding system availability and changes. Run and monitor a variety of system reports and resolve escalated production issues.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
• Agency and program rules and regulations.
• Principles and practices of Administration and Management
• Issue analysis and communication practices
• Program systems, operating procedures and service offerings
• Desktop, automated systems and web based applications, Cherwell, Service Now or other ticketing system tools
• Custom applications, application integrations, networking protocols and any other computer-related technologies
• Google Suite (Documents, Sheets, Forms, Slides, Drive and Calendar)
• English language for sentence structure, composition, content, spelling, and grammar
• Level 2 troubleshooting and processes

Skills In:
• Strong customer service skills
• Excellent interpersonal, written and oral communication skills
• Synthesizing feedback and adjusting plans accordingly
• Resolving incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately
• Problem-solving with attention to detail and analyzing complex issues, interpret, evaluate and arrive at logical conclusions
• Determining impact of problems/issues and recommend changes to the business operations
• Effective time management in managing and prioritizing tasks
• Critical thinking and using logic and reasoning techniques

Ability to:
• Troubleshoot, research, and analyze incidents/problems efficiently and effectively responding promptly to customer needs
• Monitor a variety of system reports, compile data, and produce a variety of operational and administrative reports
• Work independently or collaboratively with a group and across organizations with minimal guidance
• Build strong working relationships with internal and external stakeholders/users
• Compose correspondence on various subjects and understand written composition in work related documents for service and assistance
• Adapt to changing environments and new technologies
• Maintain confidentiality

Selective Preference(s):

This ideal candidate for this position will have:

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

Pre-Employment Requirements:

• 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).
• 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).
• In-state travel is required. 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.

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 Jess Grover at 520-235-3174 or OODHRstaffing@azdes.gov. 

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 Jess Grover at 520-235-31 or OODHRStaffing@azdes.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.

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