Division of Technology Services (DTS)
1789 West Jefferson Street, Phoenix, Arizona 85007

Salary: $43,981 - $61,591

Grade: 21

Closing Date: September 10, 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!

The Department of Economic Security, Division of Technology Services (DTS), is looking for a motivated and experienced Service Desk Analyst Senior to join the Business Management Office’s Mobile Device Unit (MDU). This role manages the daily operations and logistics of mobile devices for the Department of Enterprise Services (DES). As a senior team member, you’ll support end users, mentor team members, and help ensure smooth and efficient MDU operations. Strong customer service skills are important, as the role handles escalated issues and provides timely support. Experience with ServiceNow, the Telecom Billing System (TBS), and mobile carrier portals is required. The position also ensures compliance with all mobile device policies and procedures. We’re looking for someone with both technical know-how and a focus on improving processes. This role plays a key part in supporting team success and delivering quality service.

This position may be available for remote work within Arizona (Two or three days a week in the office).

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.

Essential Duties and Responsibilities include, but are not limited to:
● Manage and maintain the Telecom Management System (TEMS) to support all MDU processes, including mobile device tracking, reporting, and lifecycle management.
● Utilizes various tracking tools to support the mobile device life cycle from deployment to disposal.
● Provide escalation support, training, and mentorship to mobile device staff while resolving complex issues, identifying root causes, and maintaining productivity metrics and project reports.
● Improve the MDU program by identifying inefficiencies, analyzing trends, and implementing cost-saving and innovative solutions.
● Collaborate with cross-functional teams to streamline processes and enhance the overall effectiveness of the MDU.
● Communicate technical information clearly to employees and contractors; analyze and improve policies and processes.
● Serve as the subject matter expert for Mobile Device Management tools and resolve technical issues related to Apple iOS and mobile apps
● Create clear process and procedure documentation and ensure team members are well-trained and supported.

Knowledge of:
● Procurement practices, policies, and procedures.
● Program systems, operating procedures, and service offerings.
● IT knowledge in the area of mobile devices and telecommunication services.
● Desktop, web-based, and client/server applications.
● Computer and networking hardware; standard operating systems
● Third-party and custom-developed applications.
● Application integrations, networking protocols, and other related technologies.
● General accounts payable knowledge.
● Advanced MS Office skills.
● Ordering and ticket management systems.
● Demonstrated knowledge of organizational practices.

Skills In:
● Strong customer service and conflict resolution.
● Time and priority management.
● Excellent interpersonal, written, and oral communication.
● Organization and administration.
● Analysis and problem-solving.

Ability to:
● Analyze and research issues within the area of expertise.
● Proactively anticipate issues to avoid/prevent them from happening.
● Create financial and usage reports within assigned areas.
● Be proactive, set standards, give direction, and provide support.
● Interpret performance metrics within the assigned area to review and improve performance.
● Balance, prioritize, and organize multiple tasks.
● Work independently and collaboratively in teams.
● Synthesize feedback and adjust plans accordingly.
● Build and maintain relationships.

The ideal candidate for this position will have:
4 years of experience in the technical field (mobile devices, PC tech)

• Associate’s 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 Statutes 41-1969.

• 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.

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

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.

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 regarding this career opportunity, please contact Shannon Anguiano at 480-876-0851 or ShannonAnguiano@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 480-876-0851 or ShannonAnguiano@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.