DEPARTMENT OF CHILD SAFETY

The Arizona Department of child Safety (DCS) is a social and human services agency whose mission is to successfully partner with families, caregivers, and the community to strengthen families, ensure safety, and achieve permanency for all Arizona’s children through prevention, services, and support.

SERVICE DESK ANALYST SENIOR

Job Location:

TECHNOLOGY SERVICES
3003 N Central Ave Phoenix, AZ 85012

Posting Details:

Salary: $29.0865 HRLY/$60,499.92 Salary 

Grade: 21

Closing Date: April 24, 2025

Job Summary:

The Senior Service Desk Analyst reports directly to the Application Support Supervisor and handles Tier II and some Tier Ill Service Desk Requests and Incidents tickets. This role provides detailed troubleshooting and documentation for any reported issues found or reported to the Team. The position is also works within the Application Support Team assisting the current Help Desk, Tier I Support, managing day to day support issues, and resolves complex incidents and problems. This position responds promptly to customer needs and takes a customer-centric approach to problem solving.

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:

• Provides advanced level troubleshooting to uncover the specific functional problem of any issue. Documents, updates and communicates internal processes as required. Logs all pertinent incident information into a ticket management system.
  
• Investigates complex product configuration issues. Reproduces customer issues as necessary. Update and maintain knowledge base as appropriate.
  
• Tests all fixes prior to delivering to customer.
  
• Provides problem resolution for complex issues in a timely manner or escalate tickets to management or next support tier as appropriate.
  
• Provides updates and/or steps for problem resolution to Service Desk Analysts.
  
• Receives calls, emails and web inquiries escalated from Service Desk Analysts. Provide answers to complex technical questions.
  
• Other duties as assigned as related to the position.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• Service offerings
  
• Customer service principles and processes
  
• Back-office server applications
  
• Desktop applications
  
• Web-based applications
  
• Client/server applications
  
• Computer/networking hardware
  
• Standard operating systems
  
• Common third-party software applications
  
• Internally developed custom applications
  
• Application integrations
  
• Networking protocols

Sills in:

• Strong customer service skills
  
• Excellent interpersonal, written and oral communication
  
• Excellent problem-solving and attention to details

Ability to:

• Balance, prioritize and organize multiple tasks
  
• Work collaboratively in teams and across organizations
  
• Synthesize feedback and adjust plans accordingly
  
• Build strong relationships inside and outside the organization
  
• Resolve incidents/problems efficiently and effectively, recognizing customer's competence levels, and able to approach each level appropriately

Selective Preference(s):

Experience with ManageEngine Service Desk Plus is plus.

Pre-Employment Requirements:

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

The ability to secure and maintain a Arizona Level 1 Fingerp