DEPARTMENT OF REVENUE

Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.

Information Technology Division
1600 W Monroe St. Phoenix, AZ 85007

Salary: $55,000 

Grade: 19

Closing Date: 7/24/2026

This position is responsible for diagnosing and resolving complex software and hardware incidents, including operating systems and a wide range of software applications. Will conduct daily traffic analysis, identifies and characterizes incidents, generates incident reports and investigates suspicious network activity. The role will also take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible and escalating incidents to other support teams where necessary. This position will accurately record, update, and document requests using IT service desk systems, install new IT equipment, troubleshoot and repair both software and hardware.

Under Limited Supervision, provides complex analytical, technical, and administrative work in the planning, design, and installation of new and existing personal computer systems and LANS

• Troubleshooting and resolving hardware and software problems, install and configure new IT equipment.
• Provides training and assistance daily to Tier. 1 technicians, under the guidance of the Desktop Manager. As a Tier 2 member with advanced levels of experience. acts as a technical subject matter expert in support of desktop systems.
• Work with CSC ticketing system software to prioritize and manage support calls.
  
• Maintains a high level of communication with customers in respect to scheduling hardware and software installations and support calls.
  
• Participates in hardware and software upgrades and deployments conducted during and outside of normal business hours. Installs and configures approved PC based software packages for clients.
  

Knowledge

• Considerable working knowledge of various infrastructure technologies and in-house developed applications utilized in the enterprise
  

Skill

• Strong customer service skills
  
• Excellent interpersonal, written and oral communication skills
  
• 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

Ability

• Advanced troubleshooting skill
  
• Demonstrated ability to develop and write technical documents
  
• Demonstrated ability to evaluate and test emerging technologies
  
• Demonstrated ability to install and repair PC hardware and software
  
• Demonstrated ability to perform advanced design, maintenance and repair of servers
  

• Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as Bachelor's Degree (e.g., B.A.), training, coursework, and work experience relevant to the assignment
  
• Bachelor' s degree plus 5 or more years of experience in systems administration (or equivalent experience)
  

The final candidate will be required to abide by the the following pre-employment checks:

• Employment Verification and Reference Checks
• State and Federal Criminal Back