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:

Address:
Division of Technology Services (DTS)

1400 West Washington Street, Phoenix, Arizona, 85007

Posting Details:

Salary:
$40,496 - $51,395

Grade: 19

Closing Date:
April 30, 2024

Job Summary:

This position may offer the ability to work remotely within Arizona based upon the department's 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, 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 Responsibilities include but are not limited to:

Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available. (Includes assisting new users, configuring desktops remotely, troubleshooting standard software) Troubleshoot issues presented by customers using all tools and resources available.
Be the primary customer contact for status of assigned tickets until problem is resolved and ticket is closed. Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk. Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system.
Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Helpdesk. Create, update, and review of existing and new knowledge base articles based upon call received.
Identify trends or patterns in reported issues. Update and maintain issues knowledge base as appropriate Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Helpdesk. Create, update, and review existing and new knowledge base articles based upon call received.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

Windows Operating Systems.
Microsoft Office Products (Word, Excel, Outlook, PowerPoint).
Google Workspace including Gmail, GSuite, Drives, etc.
VPN and Virtual Machine Environments.
DES policies and procedures.
Service offerings, customer service principles and processes.

Skill in:

Customer service, documentation, listening, and problem solving.
Interpersonal, written, and oral communication skills.
Resolving incidents/problems efficiently and effectively, recognizing customers' competence levels, and approaching each level appropriately.
Balancing, prioritizing, and organizing multiple tasks.
Synthesizing feedback and adjusting plans accordingly.

Ability to:

Analyze computers, systems, network, and mainframe problems.
Describe in detail what a user needs to do to resolve a problem.
Perform research in manuals, knowledgebases, or on the Internet to resolve problems.
Work collaboratively in teams and across organizations.
Build strong relationships inside and outside the organization.

Selective Preference(s):

2 years' experience providing technical support in a call center environment.
2 years' experience providing handson desktop support.
Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred.

Pre-Employment Requirements:

Successfully pass background and reference checks; employment is contingent upon completion of the abovementioned process and the agency's ability to reasonably accommodate any restrictions.
Associate degree or 1 to 3 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 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