Service Desk Analyst Senior

Responds promptly to customer requests; takes a customer-centric approach to problem solving; prioritizes tasks for him or herself; assists in prioritization of the Help Desk queue; thoroughly documents all interactions; employee acts as a technical escalation for other Help Desk staff; responsible for resolving complex technical challenges; addresses advanced configuration issues; troubleshoots and resolves hardware and software problems independently; works with internal and external IT resources or vendors to identify and resolve hardware or software issues; solicits customer feedback to improve service; meets commitments; manages difficult or emotional customer situations; fosters relationships; tracks trends and looks for other opportunities to eliminate waste; focus on solving conflict; maintains confidentiality; addresses budget concerns with the CIO; identifies required resources; trains other Help Desk staff.

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.

Ensure assistance to other help desk staff through technical advisement and/or acting as an escalation for challenging problem solving; identify trends and produce master tickets to track until root cause is identified. Respond to support tickets to install, upgrade, repair, troubleshoot or assist users with desktop, laptop, peripheral or application issues. Receive calls, emails and web inquiries for end users and/or other external Help Desks; log the call, email or web inquiry into a ticket management system and follow all processes defined in Standard Work up through the resolution of the ticket. Produce documentation through KBA's or Standard Work to ensure technical knowledge is shared and the Help Desk is able to improve their skills. Produce documents that will allow end-users to self-solve common and not difficult problems. Develop and provide training to other Help Desk staff to expand their technical skills. Provide backup support for System and Network Administrators.

Knowledge of:
- Customer service principles and processes
- Helpdesk ticket management systems
- Microsoft Windows operating systems and applications.
- Active Directory Users and Computers; MS Administrative tools.
-Client server applications, back-up software, imaging, SaaS and Cloud products.
-VMware desktop vitalization
-Computers and peripheral hardware
-Basic computer networking and the OSI model
Skills Needed:
-Strong customer service skills
-Excellent interpersonal, written, and oral communication skills.
-Strong problem-solving skills and attention to detail.
-Able to communicate complex technical knowledge and train staff members.
Must Have the Following Abilities:
-Demonstrated ability to balance, prioritize and organize multiple tasks.
-Demonstrated ability to work collaboratively in teams and across organizations.
-Demonstrated ability to synthesize feedback and adjust plans accordingly.
-Demonstrated ability to build strong relationships inside and outside the organization.
-Demonstrated ability to resolve incidents / problems efficiently and effectively, recognizing customers' competence levels, and ability to approach each level appropriately.

- Bachelors degree from an accredited institution in an Information Technology discipline. -or-
- Associates degree from an accredited institution plus 2 years of experience working in a customer facing technology support position. -or-
- Possession of relevant certifications (examples: A+, Security +, CCNP) plus 3 years of experience working in a customer facing technology support position. -or-
- 3+ years of experience working in a customer facing technology support position.
- Experience with supporting and administering a SalesForce environment.
- Experience supporting a Microsoft Active Directory Domain.
- Experience troubleshooting Microsoft Group Policy.
- Experience troubleshooting a managed TCP / IP network.
- Experience supporting windows 10 and windows 11 environments.

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.

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

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

You will be eligible to participate in the state employee health/disability insurance plan, and you are required to participate in the Arizona State Retirement System (ASRS). ASRS participation may begin immediately or upon your 27th week of employment. Contributions are matched by the employer.

If you have any questions please feel free to contact HUMAN RESOURCES at HR@AZICA.GOV, 602-542-5559 for assistance. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.