SERVICE DESK ANALYST

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.

Division of Employment and Rehabilitation Services (DERS)
Information Technology Administration
1400 West Washington Street, Phoenix, Arizona 85007
www.azdes.gov

Salary: $24.7086/ hourly ($51,393.88 annually)

Grade: 19

Closing Date: Open until sufficient resumes are received

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 that are committed to service, community, and teamwork. To

The Department of Economic Security, Division of Employment and Rehabilitation Services (DERS) strengthens Arizona communities by bridging and minimizing gaps to employment and independence.

DES is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst with the Information Technology Administration. This position will perform help desk activities for web-based, and mainframe applications utilized by the Workforce Solutions Administration (WSA) staff, Workforce Development Administration (WDA) staff, Reemployment Assistance Administration (RAA) staff, Rehabilitation Services Administration (RSA) staff, Local Workforce Development Areas (LWDA) staff, employers, and the general public.

Travel may be required to various locations for off-site meetings, training, or conferences.

Travel will be required for State business. 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).

Essential Duties and Responsibilities include but are not limited to:

• Troubleshoot, analyze, and diagnose web-based, mainframe and software application problems reported to the Help Desk.
• Complete resolution activities such as answer questions, log into a ticket system following procedures, user validation that the problem has been corrected or refer to other help desk as appropriate.
• Open, monitor, work, and close tickets in a ticket tracking system respond promptly to customer needs.
• Monitor calls including tickets entered in the ticket tracking system for problems referred to other help desks.
• Research and analyze a wide range of production problems. Identify treads or patterns to provide technical assistance or determine if automated system modifications or enhancements are required to improve service, efficiency, and reduce waste.
• Prepare and issue communications statewide regarding system availability or known issues.
• May assist with the testing of software applications.
• Monitor a variety of system reports and resolve production issues and inconsistencies.
• Participate in design and planning of projects by analyzing business processes, organizational procedures, work-flow, and information requirements; document business requirements.

• Knowledge of the agency's mission, goals, policies, procedures, and business processes.
• Knowledge of problem resolution and troubleshooting techniques.
• Strong customer service skills including effective listening and problem resolution techniques with attention to detail.
• Ability to analyze complex issues, interpret, evaluate and arrive at logical conclusions.
• Ability to handle high volume phone calls working under extreme pressure to defuse hostile callers using independent judgment to resolve the issue.

• Associate degree OR one to three years of information technology experience (OR equivalent experience.)
• Candidate shall have or meet the requirements to obtain prior to their first day of employment, a valid Level One Arizona fingerprint clearance card that meets DES requirements for a Level One card pursuant to Arizona Revised Statute 41-1969.
• 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).

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.

For questions about this career opportunity, please contact Theresa Sumner at (480) 679-2319 or email TSumner@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 (480) 679-2319 or email TSumner@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.