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 SENIOR

Job Location:

Division of Technology Services (DTS)
1789 West Jefferson Street, Phoenix, Arizona 85007

Posting Details:

Salary: $55,000-$57,429 

Grade: 21

Closing Date: October 24, 2024

Job Summary:

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 who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view ‘Our DES’ video. Come Join the DES Team!

DES is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst Senior. The position performs help desk activities for web-based applications utilized by Child and Community Services (CCSD) staff. The duties include troubleshooting, researching, analyzing, and diagnosing issues reported to the Help Desk, Ticketing System, etc. and identifying and implementing a solution for the user or application. This role participates in design and planning of projects by analyzing business processes, organizational procedures, workflow, and information requirements. Reports potential issues that could lead to disruptions in the delivery of services provided by the Child and Community Services Division administrations. 

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 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 Duties and Responsibilities include but are not limited to:

• Open tickets in the ticket tracking system and following through to resolution within service level agreements; monitoring referred calls including tickets entered in the ticket tracking system for problems referred to other help desks. Update and maintain issue knowledge base and document, update, and communicate internal processes and problem resolution steps as required to users, service desk analysts, and management.
• Troubleshoot, analyze and diagnose complex technical, software, and mainframe application issues reported by phone, e-mail, fax, web, or escalated by service desk analyst or escalate as appropriate. Research and identify functional and configuration issues for resolution ensuring the problem has been fully addressed or make referrals to other help desks as appropriate (network, PC Hardware, server support, or security.)
• Research and analyze a wide range of production problems to provide technical assistance or determine if automated system modification or enhancements are required. Monitor and participate in reviews of assigned and completed tasks for new system implementations, existing issues, and various ticket tracking systems, logging all pertinent incident information into the ticket management system.
• Attend meetings and communicate outstanding issues and status of resolution to users, supervisor, program support staff, other government agencies, and community partners as applicable. Identify required resources and opportunities to improve efficiency, and training needs. Schedule/resource issues reporting to management as appropriate.
• Participate on system projects. Analyze business processes, organizational procedures, workflow and information requirements. Document business requirements, complete testing activities, prepare and issue statewide communication regarding system availability and changes. Run and monitor a variety of system reports and resolve escalated production issues.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
• Agency and