AHCCCS

Address:  150 N. 18th Ave, Phoenix, AZ 85007

Must Reside in Arizona.

Salary:  $55,000 - $60,507.00

Grade: 21

FLSA Status: Exempt

Closing Date: Open Until Filled

This position is a second-tier escalation point for end user support issues stemming from Customer Support tickets and/or patching or roll-out of new software/hardware.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

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.

Major duties and responsibilities include but are not limited to:
• Receives calls, e-mails and web inquiries escalated from Service Desk Analysts, providing answers to complex technical questions.
• Provides problem resolution for complex issues in a timely manner or escalates tickets to management or next support tier, as appropriate.
• Documents, updates and communicates internal processes, as required.
• Provides advanced level troubleshooting to uncover the specific functional problem of any issues, reproducing customer issues as necessary.
• Tests all fixes prior to delivering to the customer.
• Logs all pertinent incident information into a ticket management system.
• Investigates complex product configuration issues.

Knowledge:
• Thorough working knowledge of service offerings, customer service principles and processes
• Back-office server applications
• Desktop application
• 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
• Any other computer-related technologies

Skills:
• Strong customer service skills
• Excellent interpersonal, written and oral communication skills
• Excellent problem-solving skills and attention to details

Abilities:
• Demonstrated ability to balance, prioritize, and organize multiple tasks
• Demonstrated ability to work collaboratively in teams and across organizations
• Synthesize feedback and adjust plans accordingly
• Resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately
• Build strong relationships inside and outside the organization
• Works with minimal guidance
• Prepares regular reviews of assigned and completed tasks

Minimum:
• Associates degree, plus three or more years of information technology experience (or equivalent experience).

Preferred:
• A+ Certification and/or the equivalent of 3+ years of a combination of helpdesk/desktop 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.