DEPARTMENT OF ECONOMIC SECURITY

Division of Technology Services
1400 West Washington Street, Phoenix, Arizona 85007

Salary: $43,981 to $63,695 

Grade: 21

Closing Date:  May 13, 2025

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view ‘Our DES’ video. Come Join the DES Team!

DES is seeking an experienced and highly motivated individual to join our team as a Senior Service Desk Analyst. This position is responsible for providing advanced level troubleshooting to uncover the specific functional problem of any issue and provide problem resolution for complex issues in a timely manner or escalate tickets to management or next support tier as appropriate. This position responds to incoming calls and tickets from phone queues and self-service portal regarding mainframe peripherals, thin clients, DES computers, computer peripherals, printers, telephone services, cellular services and agency desktop applications (Microsoft Office Suite, Remote Desktop Solutions, Google, VPN, etc.) for the agency.

The State of Arizona strives for a work culture that affords flexibility, autonomy and trust. Across our many agencies, boards, 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.

Essential Duties and Responsibilities include but are not limited to:

• Providing timely hardware, software, voice and network help desk support to all agency personnel through all means available.
• Assisting new users, configuring workstations and troubleshooting standard software.
• Providing advanced level troubleshooting and provide resolution for complex issues presented by customers using all tools and resources available.
• Creating incident and/or request tickets requiring validation of customer information, prioritization and classification of incident or request, and documentation of all aspects of call including customer interaction and actions taken.
• Creating, updating and reviewing existing and new knowledge base.
• Providing quality assurance, and escalation of proper routing of incidents and requests that cannot be resolved by the Resolution Center.
• Receiving and troubleshooting issues escalated through self-service, call center queues, help desk and service desk analysts.
• Creating, improving, reviewing knowledge base, processes and procedures documentation. Participate in projects to improve customer service, efficiency and/or productivity of the Resolution Center/Help desk.
• Facilitating Strengths, Weaknesses, Opportunities and Threats (SWOT) calls when called upon by Network Operations Center and management.

Knowledge of:
• Service offerings
• Customer service principles and processes
• Back-office server applications, desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, and any other computer-related technologies.
• Windows Operating Systems
• Microsoft and Google office products
• LAN/WAN networking technology

Skills In:
• Analyzing computers, systems, network and mainframe problems.
• Communicating effectively with technical and non-technical team members, other technical groups and users.
• Interpersonal, written and oral communication.
• Describing in detail what a user or analyst needs to do to resolve a problem.
• Performing research in manuals, knowledge-bases, or on the Internet to resolve problems.

Ability to:
• Resolve incidents/problems efficiently and effectively.
• Recognize customers' competence levels and able to approach each level appropriately.
• Balance, prioritize and organize multiple tasks.
• Work collaboratively in teams and across organizations.
• Synthesize feedback and adjust plans accordingly.
• Build strong relationships inside and outside the organization.
• Work and deal effectively with all users.

This ideal candidate for this position will have:

• Advanced technical training (A+, Microsoft, Hardware, Software, Customer Service).

• Associate degree plus three or more years of information technology experience (or equivalent experience).
• Employee shall obtain and maintain a valid Level One fingerprint clearance card that meets DES requirements for a Level One card pursuant to Arizona Revised Statute 41-1969.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• This position may require 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. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

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

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

For questions about this career opportunity, please contact us at 480-536-3791 or OODHRstaffing@azdes.gov.

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 contacting 480-5363791 or OODHRStaffing@azdes.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.