Address: 1110 W. Washington Street, Phoenix, AZ 85007

Mission Partners Division

Salary:  $50K - $55K

Grade: 19

Closing Date: Open Until Filled 

This position is based out of the Phoenix Office.

The Service Desk Analyst position requires one to have a passion to provide Starbucks quality customer service with some technical knowledge and skills to conduct preliminary troubleshooting techniques.

● Receive calls, emails and web inquiries for end users and/or external Help Desks. Create tickets in the ADEQ ticketing system.
● Log the calls, emails, and web inquiries into the ADEQ ticketing system and classify the ticket according to identified standard severity classifications.
● Provide entry level troubleshooting to uncover the specific functional problem of any issue.
● Image all devices (laptops, desktops, etc.), maintain accurate inventory, Investigate hardware and software issues with vendors and track warranty escalations.
● Update and maintain known issues knowledge base as appropriate. Document, update, and
communicate internal processes as required.
● Responds promptly to customer needs; takes a customer-centric approach to problem solving; solicits customer feedback to improve service; meets commitments; manages difficult or emotional customer situations; fosters relationships.
● Prioritizes and plans work activities; sets goals and objectives; uses time efficiently

● Ability to research and compile information
● Excellent interpersonal, written and oral communication skills
● Ability to respond to inquiries with tact, diplomacy, and appropriate timely information
● Microsoft Office and the G-Suite/Workplace skills
● Ability to work collaboratively in teams and across departments
● Effective time management skills
● Ability to adapt to changing assignments and priorities
● Problem-solving skills and attention to details

● Associate's Degree plus one to three years of IT experience OR Equivalent Experience
● Valid IT Certificates a plus

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
· Accrual of sick and annual leave beginning at 12 and 13 days per year respectively for full-time employees
· Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
· A top-ranked retirement program with lifetime pension benefits
· A robust and affordable insurance plan to include medical, dental, life, short-term and long-term disability
· An incentivized commuter club and public transportation subsidy program
· We promote the importance of work/life balance by offering workplace flexibility
· We offer 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

ASRS Lifetime Benefits

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting HPO@azdeq.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.