SR SERVICE DESK ANALYST

Job Summary :

The Sr. Service Desk Analyst is responsible for monitor trends within the team to identify, resolve issues, and suggest measures for permanent resolution.

They will serve as the first escalation point for technical queries and engage in hands-on customer-facing IT Support for the Agency.

This is an in office position at our Phoenix location.

Job Duties :

• Provide advance level troubleshooting to uncover the specific functional problem of any issue.
• Image all devices (laptops, desktops, etc.), maintain accurate inventory, Investigate hardware issues with vendors and track warranty escalations.
• Update and maintain issues knowledge base as appropriate. Document, update, and communicate internal processes as required.
• Receive calls, emails and web inquiries for end users and / or external Help Desks. Create tickets in the ADEQ ticketing system.

Knowledge, Skills & Abilities (KSAs) :

• Thorough working knowledge of service offerings, customer service principles and processes, desktop applications, web-based applications, client / server applications, computer / network hardware, standard operating systems, common third party software applications, and any other computer related technologies.
• Demonstrate ability to work collaboratively in teams and across departments.
• Excellent interpersonal, written and oral communication skills.
• Knowledge of or ability to learn and apply LEAN concepts, principles and tools used to create and deliver the most value from the customer's perspective while consuming the fewest resources, and engaging people in continuous problem solving.
• Problem-solving skills and attention to details

Selective Preference(s) :

Associate's Degree plus three or more years of IT experience. IT certifications (CompTIA is a plus)

Pre-Employment Requirements :

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply :

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits :

Among the many benefits of a career with the State of Arizona, there are :

• 10 paid holidays per year
• Accrual of sick and annual leave beginning at 12 and 13 days per year respectively for full-time employees
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster / adopted child (pilot program).
• A top-ranked retirement program with lifetime pension benefits
• A robust and affordable insurance plan to include medical, dental, life, short-term and long-term disability
• An incentivized commuter club and public transportation subsidy program
• We promote the importance of work / life balance by offering workplace flexibility
• We offer a variety of learning and career development opportunities

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work / life balance, report higher job satisfaction, and are more productive.

Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program . For a complete list of benefits provided by The State of Arizona, please visit our

Retirement :

ASRS Lifetime Benefits