ARIZONA DEPARTMENT OF ADMINISTRATION

Delivering results that matter by providing best in class support services.

SERVICE DESK ANALYST SR

Job Location:

State Procurement Office (SPO)

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

Main Office Location: 1400 W Washington St, Suite 300 Phoenix AZ 85007

Posting Details:

Salary: Up to $50,400.00 

Grade: 21

Open Until Business Needs Are Met 

Job Summary:

Join the Arizona Department of Administration, State Procurement Office as a dynamic lead Help Desk analyst! In this vital role, you will serve as a primary source of technical assistance to a diverse user base, including approximately 120 state agencies, boards, commissions, over 500 Arizona cooperative members, and more than 30,000 registered vendors within the State's electronic procurement system.

As a seasoned professional, you will guide and train new Help Desk analysts, troubleshoot technical issues from state agencies and the public via telephone and email, and deliver on-the-spot training for vendors using various methods. You will be documenting user issues and resolutions meticulously in a tracking system and have the authority to escalate matters as needed.

Your expertise as a lead subject matter expert will shine through your in-depth understanding of the electronic procurement system's user interface and state procurement processes. You will also spearhead the implementation of standard procedures for system access, create essential vendor support documents, and manage data extraction from the system.

In addition to your technical prowess, you will offer administrative support to the Help Desk and occasionally to the department. Your role is crucial in resolving complex technical issues, acting as the escalation point for Level 1 challenges, and managing high visibility or high priority requests.

If you are a problem-solver with excellent technical and administrative skills, ready to take on a leadership role within the State Procurement Office, we encourage you to apply for this exciting opportunity!

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:

• Acts ad lead on and provides eProcurement system technical support via telephone and e-mail, such as responding to user questions, diagnosing technical problems on the system side and documenting user contacts in an issue tracking system
• Resolution of complex technical issues within APP system - including major blocking errors, organizational set ups complications, etc
• Escalation point for complex, high visibility, and high priority technical issues
• Perform system administration tasks
• Test and verify functionality
• Provides one-on-one eProcurement system spot training to team mates, vendors via telephone or remote PC connection
• Act as lead subject matter expert in creating and updating eProcurement system end-user documentation
• Participates in professional development and other training opportunities to stay up-to-date on eProcurement system functionality and industry trends, as well as general procurement knowledge
  
• Other duties as assigned

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• Agency policies and procedures as they pertain to information technology usage
• State's eProcurement system, ProcureAZ
• Computer applications including Word and Excel
• Principles and process for providing customer and personal service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Basic knowledge of goods and services procurement

Skills in