Address: 1600 W. Monroe Street, Phoenix, AZ 85007

Salary: $19.2308/hour (annualized at $40,000) 

Grade: 19

Closing Date: Open Until Filled

This position my offer a hybrid, rotation work schedule to include one (1) week of in-office presence followed by three (3) weeks of remote work. This hybrid schedule is subject to change based on the department's business needs and continual meeting of expected performance measures.

The IT Service Desk Analyst serves as the primary contact for ADOR users for all basic Information Technology (IT) needs and inquiries, which includes customer support, ticket management, and problem resolution. This role works with both remote and in-office users to guide them through systems configuration/optimization and basic troubleshooting while offering excellent customer service. Additionally, this role is responsible for installing or updating computer and phone hardware and software, maintaining service desk records, and escalating technical issues when necessary.

Check out the attached job description for more details!

Education & Experience
-Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as Associate’s Degree (e.g., A.A.), training, coursework, and work experience relevant to the assignment.
-Minimum of one (1) year of information technology support experience

Licenses & Certifications
-None

Knowledge/Understanding
-Knowledge of customer service principles and processes
-Basic knowledge of back-office and web-based applications
-Basic knowledge of computer and/or networking hardware and software
-Basic knowledge of hardware and software troubleshooting methodologies

Skills
-Effective verbal, written, and listening communication skills
-Strong interpersonal skills and demeanor
-Effective organization and time management skills
-Strong skills in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Word and Excel, PowerPoint; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive.
-Proficient in the use of ticketing systems (e.g. Solarwinds Web Help Desk)

Abilities
-Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
-Ability to manage and prioritize multiple projects simultaneously and work in high-pressure situations
-Ability to work both independently and collaboratively as part of a team
-Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
-Ability to learn LEAN concepts, principles and tools
-Ability to deliver high quality customer service
-Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed.
-Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Additional Job Demands
In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
No substantial exposure to adverse environmental conditions (such as in typical office or administrative work.)

-Associate’s or Bachelor’s Degree in Information Technology, Computer Science, or a related field

The final candidate will be required to abide by the the following pre-employment checks:
-Employment and Education Verification
-State and Federal Criminal Background Check, including fingerprinting
-Arizona Tax Filing Records Check
-If applicable, ASEDRA Authorized Driver Identification Check

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

The State of Arizona provides a world class comprehensive benefits package including:
-Paid time off for holidays, sick days, annual leave, military leave, bereavement leave, and civic duty leave
-Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
-A robust and affordable insurance plan that includes medical, dental, vision, life insurance, short-term, and long-term disability options.
-Higher education discounts for State employees and tuition reimbursement up to $5,250 per fiscal year, available to seek further career advancement or certification in Continuing Professional Education.
-Work-life balance and additional options for life betterment such as the Infant at Work Program, State Wellness Program, Public Transit Discounts, Alternate Work Schedules, and Telework opportunities.

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

Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary. Learn more about ASRS at: https://www.azasrs.gov/content/new-and-prospective-members.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting the ADOR Human Resources-Talent Team. 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.

If you have any questions, please contact the ADOR Human Resources-Talent Team at talentgroup@azdor.gov for assistance.