ADOBE MOUNTAIN SCHOOL/MIS BUREAU

2800 WEST PINNACLE PEAK ROAD

PHOENIX, ARIZONA 85027

https://adjc.az.gov

Salary:  $36,779.00-$51,394.00*

*Salary dependent upon experience

Grade: 19 

Closing Date: 10/07/24

The Arizona Department of Juvenile Corrections (ADJC) is seeking a Service Desk Analyst who will work under the direction and guidance of the MIS Bureau Administrator the Service Desk Analyst will be the primary contact and respond to customer requests from the MIS Ticketing system; resolve level 1/2 service tickets, reply to customer inquiries via phone and email, and escalate complex issues to the appropriate team member. Performs Microsoft monthly updates to workstations. Performs purchase requisitions using APP. Monitor agency camera network. ADJC wants you to come join our talented and diverse MIS Team. At ADJC you will have the ability to collaborate in a team oriented environment.

-Receives calls, emails, and technical inquiries from end users and manages information in the MIST ticket management system

-Identify trends or patterns in reported issues
-Resolves level 1/2 service tickets such as AD passwords, Okta passwords, install and configure printers, install and configure audio/visual devices, install software, and configure and troubleshoot hand-held scanners
-Draft, test and maintain Help Desk documentation
-Install and configure Microsoft Windows desktop operating system. This also includes maintaining baseline image with vendor
-Acquires quotes and completes MIS Arizona Procurement Portal requisitions
-Escalates complex issues to the appropriate upline IT team member
-Perform Microsoft monthly updates for all workstations, to include downloading, testing and installing Security updates
-Ensure agency cameras are on line, recording, and replacing as needed

-Perform other duties as assigned

Knowledge of:
Considerable understanding and experience of service offerings, customer service principles and processes, back-office server applications, desktop applications, web-based applications, computer/networking hardware, standard operating systems, common third-party software applications, networking protocols and any other computer-related technologies

Skill in:
-Strong customer service skills 
-Excellent interpersonal, written and oral communication skills
-Multiple tasks
-Time management and organization
-(Specific) Strong problem-solving skills
-Prioritization
-Attention to detail

Ability to:
-Maintain confidentiality
-Demonstrated ability to balance, prioritize and organizes work activities
-Adapt to a changing environment
-Demonstrated ability to work collaboratively in teams and across organizations
-Demonstrated ability to synthesize feedback and adjust plans accordingly
-Demonstrated ability to build strong relationships inside and outside the organization
-Demonstrated ability to resolve incidents/problems efficiently and competence levels, and able to approach each level appropriately

-Develop Standard Work and Procedures

-Problem solving
-Develop standard work and procedures
-Work in a correctional environment

The ideal candidate will possess one or more years of Information Technology (IT) help desk experience specific. Experience working in a law enforcement and corrections setting is preferred.

REQUIRED: If this position requires driving or the use of a vehicle as an essential function on the job, then the following requirements apply. 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 records checks. The license must be current, unexpired, and neither revoked or suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all 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.) R2-10-207.010).

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

REQUIRED: Employment is contingent on the selected applicant passing a comprehensive background investigation and drug screening. NO FELONY CONVICTIONS.

Current State of Arizona employees: In order to be considered for this position, it requires acceptable performance history as demonstrated by not have been issued a letter of suspension or have been involuntarily demoted within one year preceding this job posting close date, and have an overall rating of “meets expectations” or higher on the most recent employee performance evaluation.

The State of Arizona provides an excellent comprehensive benefits package including:
-Affordable medical, dental, vision, life insurance, and short-term disability plans
-Top-ranked retirement and long-term disability plans
-10 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
-Deferred Compensation Program
-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

This position participates in the Arizona State Retirement System (ASRS)

- New membership begins the 27th week of employment
- Immediately vested in retirement contributions
- Defined Benefit

Attention current State of Arizona employees: Please contact our Human Resources Office at employment@azdjc.gov if you are in a different retirement plan than the one indicated above

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-9251. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.