DEPT OF WATER RESOURCES

The mission of the Arizona Department of Water Resources (ADWR) is to safeguard the health, safety, and economic welfare of the public by protecting, conserving, and enhancing Arizona's water supplies in a bold, thoughtful and innovative manner. ADWR is for seeking a Senior Service Desk Analyst for the Information Technology Division.

SENIOR SERVICE DESK ANALYST

Information Technology Division

www.azwater.gov 

                                                                                                                                                                                                              

Job Location:

Address: Hybrid: remote and 1110 W. Washington St., Suite #310 - Phoenix, AZ 85007 

 

Posting Details:

Salary: $50,000 - $65,000

Grade: 21

Closing Date: Open Until Filled

Job Summary:

This position will be responsible for being the team lead for the Help Desk group. Responsible for demonstrated ability to resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately. Ensure that tickets are processed in a timely matter. Investigate complex product configuration issues and provide problem resolution for complex issues and provide advanced level troubleshooting to uncover the specific functional problem of any issue and provide answers to complex technical questions.

This position may offer the ability to work remotely within Arizona, based upon the department's business needs and continual meetings of expected performance measures. A minimum of two days on-site at the ADWR office per week is required.

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:

This position is responsible for:

Receiving calls, emails and web inquiries escalated from Service Desk Analysts and provide advanced level troubleshooting to uncover the specific functional problem of any issue and provide answers to complex technical questions.

Investigating complex product configuration issues and providing problem resolution for complex issues in a timely manner or escalating tickets to management or next support tier as appropriate. Log all pertinent incident information into a ticket management system.

Providing guidance and on-the-job coaching to help desk technicians, fostering skill development, troubleshooting proficiency, and adherence to service standards through regular feedback and knowledge sharing.

Monitoring internal customer help desk ticketing system and document, update and communicate internal processes as required and test all fixes prior to delivering to customer.

Providing end-to-end technical oversight and operational support for high-priority off-site meetings and agency briefings. Responsibilities include the deployment of portable infrastructure, coordination of audiovisual (AV) assets, and proactive real-time troubleshooting to ensure seamless continuity of operations.

Note: This position requires occasional domestic travel (approximately 3–5 times per year) to provide on-site technical leadership.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• Customer service principles and processes
• Standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, and any other computer-related technologies
• Back-office server applications, desktop applications, web-based applications, client/server applications
• How to analyze hardware problems
• How to analyze and troubleshooting software application problems and resolve as quickly as possible
• Network and systems policy and procedures as well as Agency needs and the mission of the Department

Skills in:

• Res