AHCCCS

Address:  801 E. Jefferson Street, Phoenix, AZ 85034

Must reside in Arizona.

Salary:  $51,700

Grade: 20

Closing Date: Open Until Filled

This is a full-time, on-site position with the potential for telecommuting in the future, based on the needs of the unit and at the discretion of leadership.

A career in public service awaits you. COME JOIN OUR TEAM!

A great benefit of working for the State of Arizona is a fantastic work/life balance. State employees enjoy challenging work, popular remote work options, comprehensive health and wellness benefits, and career growth opportunities.

What You'll Do:

This position is responsible for delivering comprehensive technical support for the agency’s desktop and laptop systems, including associated hardware, software, and peripherals. A strong working knowledge of Microsoft Entra ID is essential for managing user identities and groups in a cloud environment. The role involves managing Intune-enrolled devices, deploying software through Microsoft Endpoint Manager (Intune), and administering mobile devices such as agency-issued cell phones.

Additional responsibilities include supporting Virtual Desktop Infrastructure (VDI), utilizing ServiceNow for incident and asset management, resolving hardware and software issues, maintaining accurate physical inventory, performing desktop imaging and deployments, and providing one-on-one training and support to end users. The position also involves tracking progress on desktop-related projects and collaborating with cross-functional teams to ensure seamless and efficient operations across the agency.

Major duties and responsibilities include but are not limited to:
• Provide second level support to users through customer support desk trouble tickets.
• Work on planned projects hardware and/or software.
• Laptop software and hard installation, configuration, repair and ongoing support.
• Inventory control.
• VPN software and hardware installation, configuration and ongoing support.
• Write, update and print procedures manual utilizing PC-based work processing tools.
• Attend meetings, seminars, and training courses.

This is a full-time, on-site position with the potential for telecommuting in the future, based on the needs of the unit and at the discretion of leadership.

Knowledge:
• Microsoft Intune and Microsoft Endpoint Manager for device and application management
• Microsoft Entra ID for user identity and access management
• ServiceNow or comparable IT service management (ITSM) platforms
• Virtual Desktop Infrastructure (VDI) environments
• Desktop and back-office server applications
• Web-based and standard desktop applications
• Computer and networking hardware
• Networking protocols and basic infrastructure concepts
• IT service offerings and delivery models
• Customer service principles and best practices

Skills:
• Providing excellent customer service and user support
• Effective interpersonal, written, and verbal communication
• Intermediate (Tier 2) troubleshooting of hardware, software, and connectivity issues
• Software deployment and configuration through Microsoft Endpoint Manager
• Installing and repairing PC hardware and operating systems
• Documenting technical procedures and support processes
• Supporting and administering mobile devices in a managed environment
• Using ITSM tools to manage and track incidents, requests, and assets

Abilities:
• Perform advanced troubleshooting and problem-solving in a timely manner
• Communicate technical concepts to users with varying levels of technical knowledge
• Balance and prioritize multiple tasks and deadlines in a dynamic environment
• Adapt to feedback and adjust plans accordingly
• Build strong working relationships across teams and departments
• Work independently and collaboratively within technical teams
• Maintain confidentiality and handle sensitive information appropriately

Minimum:
• Associate's degree plus 1-3 years of experience in desktop support (or equivalent experience).

Preferred:
• CompTIA A+ Certification or the equivalent of 2+ years PC technician experience.

• Successfully pass fingerprint background check, prior employment verifications and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• Travel may be required for State business. Employees who drive on state business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)

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).

Among the many benefits of a career with the State of Arizona, there are:
• 10 paid holidays per year
• Paid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child. Learn more about the Paid Parental Leave pilot program here.
• Other Leaves - Bereavement, civic duty, and military.
• A top-ranked retirement program with lifetime pension benefits
• A robust and affordable insurance plan, including medical, dental, life, and disability insurance
• Participation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications)
• RideShare and Public Transit Subsidy
• 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 here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Lifetime Pension Benefit Program
• Administered through the Arizona State Retirement System (ASRS)
• Defined benefit plan that provides for life-long income upon retirement.
• Required participation for Long-Term Disability (LTD) and ASRS Retirement plan.
• Pre-taxed payroll contributions begin after a 27-week waiting period (prior contributions may waive the waiting period).

Deferred Retirement Compensation Program
• Voluntary participation.
• Program administered through Nationwide.
• Tax-deferred retirement investments through payroll deductions.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing careers@azahcccs.gov.
Requests should be made as early as possible to allow time to arrange the accommodation. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.