Service Desk Analyst - Phoenix, United States - State of Arizona

State of Arizona

Verified Company

Phoenix, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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 Child Support Services (DCSS)
1789 West Jefferson Street, Phoenix, Arizona 85007

Posting Details:

Salary:
$48,400 - $51,394

Grade: 19

Closing Date:
April 23, 2024

Job Summary:

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:
Essential Duties and Responsibilities include but are not limited to:

Ensure customer contact information is current in ticket management system.
Be the primary owner of assigned open issue until problem is resolved and ticket is closed.
Be the primary customer contact for status of assigned tickets.
Provide answers to simple frequently asked questions.
Provide basic level troubleshooting to uncover known issues.
Update and maintain issues knowledge base as appropriate.
Identify trends or patterns in reported issues.
Provide problem resolution for known issues in a timely manner or escalate tickets to the next support tier as appropriate.
Assist in reproducing issues.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

Federal and state laws, rules, and regulations as they pertain to program operations/activities.
Policies and procedures established for work system and software programs used for analysis and managerial practices and techniques.
Case Management System.

Skills in:

Oral and written communication.
Using DevOps/software development tools and Help Desk ticketing systems.
Problem identification, isolation, analysis, and resolution.

Ability to:

Evaluate information gathered from multiple sources and extract functional requirements.
Evaluate business processes.
Work on multiple small projects at the same time.
Communicate effectively with members, coworkers, and management, and interact with persons at all levels of computer literacy.

Selective Preference(s):

Associate's degree OR one to three years of information technology experience (or equivalent experience including participating in Grooming and/or User Acceptance Testing; researching/reviewing/approving design documents, defects, requirements, etc.).
Experience with Azure DevOPs and Salesforce/AZCARES is a plus.
Three (3) plus years of experience with Child Support process, policies, and case management systems.

Pre-Employment Requirements:

Successfully pass background and reference check; employment is contingent upon completion of the abovementioned process and the Agency's ability to reasonably accommodate any restrictions.
Arizona Level One Fingerprint Clearance Card.
If this position requires 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.

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 longterm disability plans
10 paid holidays per year
Vacation time accrued at 4.00 hours biweekly for the first 3 years
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newlyplaced foster/adopted child (pilot program).
Sick time accrued at 3.70 hours biweekly
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.

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 waiti