Department of Education

Address:  Information Technology (IT)  Division
Phoenix, AZ 85007

Salary: $72,000 - $77,000 

Grade: 24

Closing Date: 3/19/25

• The Software Support Analyst is responsible for reviewing and responding to reported software issues and escalations related to ADE in-house application systems and agency-wide third-party software.
• This role involves routine monitoring, root-cause analysis, remediation, and communication of system errors to ensure proper operation.
• Additionally, the role requires the ability to understand functional requirements and contribute to change requests, product testing and the creation of knowledge base and user documentation for supported applications.
• Strong interpersonal, written, and oral communication skills are essential for effective collaboration with both external and internal customers across all levels and divisions of the organization.
• Occasional in-state travel is required for this position.

The Arizona Department of Education currently utilizes a hybrid work environment, with up to two days of remote work (contingent upon business needs). Candidates should apply with an ability and willingness to work in-office up to five days per week as business needs necessitate.

• Timely review and respond to all help desk tickets and email requests regarding any of the ADE IT applications and software. Communicate issue resolutions to customers and ensure customer is satisfied with response.
• Assists Service Desk team personnel in responding to production problems and tickets by confirming the validity of the problem, analyzing, and resolving for known solutions, and communicating back to Service Desk in a timely manner.
• As needed, assist Service Desk team personnel in responding to phone calls from external constituents, and addressing technical issues over the phone.
• Proactively solve complex production problems by conducting root-cause analysis, debugging, documenting, and providing appropriate short-term or long-term resolution to product defects.
• Contribute to user documentation, such as user guides and training material, to facilitate the business operation.
• Contribute to knowledge base documentation to assist the Service Desk team personnel in Tier I issue resolution.
• Escalate unresolved issues to the application team for additional assistance.
• Work closely with all IT application teams to obtain the status of unresolved issues and follow up until resolution or re-escalation is attained.
• Monitor system performance using existing production monitoring tools.
• Communicate with the respective IT teams to understand the status of system resolutions and keep customers informed about system issues and their resolutions.
• Other duties as assigned as related to the position.

Knowledge in:
• Understanding of IT applications to solve complex business problems
• Basic understanding of web, cloud, and database technologies
• Service request or Incident tracking software such as Zoho Helpdesk or ServiceNow
• Understanding of Service Level Agreement
• Issue triage and documentation
• Basic troubleshooting techniques
• Experience in customer service practices
• Current Information Technology trends
• A bachelor’s degree in Information Technology, Business, or a related field and a minimum of two years related experience in programming or analysis, or equivalent experience to substitute for the degree, is required

Skills in:
• Perform to stated deadlines and to produce expected results with little supervision
• Strong written and verbal communications
• Proper phone etiquette, effective listening skills
• Problem analysis and resolution
• Multi-tasking capabilities
• Strong interpersonal and presentation skills
• Intermediate skill in using Microsoft Outlook, Word, Excel, and PowerPoint
• Skill in using Microsoft .Net Framework, C# and T-SQL

Ability to:
• Operate successfully in a strong team environment
• Deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to deescalate conflicts
• Maintain stable performance under pressure
• Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
• Easily adapt to and learn new technologies
• Analytical ability, including the ability to absorb difficult and obscure concepts
• Responds promptly to customer needs taking a customer-centric approach to problem solving; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments

Preference will be given to those applicants with:
• Experience in application development in IT departments in government or the private sector
• Work experience with K-12 education

Offers are contingent upon successful completion of all background and reference checks, required documents and, if applicable, a post-offer medical/physical evaluation.

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: Driver’s License Requirements.

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

The State of Arizona provides an excellent comprehensive benefits package including:

• Affordable medical, dental, life, and short-term disability insurance plans
• Top-ranked retirement and long-term disability plans
• Ten paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Sick time accrued at 3.70 hours bi-weekly
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Deferred compensation plan
• Wellness plans

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

You will be required to participate in the Arizona State Retirement System (ASRS) upon your 27th week of employment, subject to waiting period. On or shortly after, your first day of employment you will be provided with enrollment instructions and effective date.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-3186 or emailing Human.Resources@azed.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.