Address:  501 N. 24th St. Phoenix, AZ 85008

Salary: $57,750 

Grade: 20

Closing Date: Open until Filled

Respond to and independently resolve customer help calls related to problems with the standard hardware, operating system, and ADHS supported software; identify and resolve complex software and hardware problems and communicate resolutions with other ITS staff; educate and assist customers; spot check workstations for non-compliance software or hardware; work on system and department documentation as well as Standard Operating Procedure (S.O.P.) manuals; write weekly progress reports and perform other duties appropriate to the class and as assigned by the Desktop Support Supervisor. Detection and removal of spy-ware and viruses

This position may offer the ability to work remotely, within Arizona, 1 day per week based upon the department's business needs and continual meeting of expected performance measures. The successful candidate should apply with the expectation and willingness to work in-office 4-5 business days. 

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.

-Respond to and independently resolve ADHS system issues. Provides consultative IT services to all ADHS customers.
-ADHS systems, configuration and upgrades. Diagnose hardware/software issues. Make appropriate decisions regarding path to resolution in a timely and accurate fashion.
-Installation, support and maintenance of other ADHS systems.
-Participating in meetings and technical calls/conferences. Advising and communicating with ADHS ITS Team to provide training and assistance to both internal staff and external customers.
-Work closely with ADHS Team to prioritize business and information needs. Manages hardware inventory, advises on new hardware/software purchasing and is responsible for compatibility and end-of-life testing for all ADHS systems.
-Prepare reports and document resolutions.
-Other duties as assigned as related to the position (typically 5% - 10%)

Knowledge of:

-Deep knowledge of PC hardware and Windows software including operating systems, Microsoft Office, ODBC/databases.
-Understanding of networking concepts.
-Requires at least three years of full-time desktop support experience, or at least one of the following certifications: Comp TIA A+, Microsoft MCDST.
-Intermediate knowledge of data. management and systems administration is preferable.
-Performance Management (PM), Continuous Quality Improvement (CQI), and Lean methodologies.

Skill in:

-Advanced troubleshooting.
-Strong customer service.
-Working with non-technical audiences.

Ability to:

-Monitor division goals and objectives effectively and adjust work plans as needed.
-Collaborate with staff on technical problems and assist in developing means to correct problems.
-Communicate effectively in both written and verbal formats and provide ongoing consultation and technical assistance in an efficient and effective manner.
-Interpret state and federal regulatory/management laws, rules, and guidance.
-Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

Associate’s degree plus 1 –3 years of experience in desktop support (or equivalent experience).

- A State Hospital employee must be able to obtain a valid Level One Fingerprint Clearance Card pursuant to A.R.S. § 41-1758.07.

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).

The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program

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

To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27-week wait period for contributions to begin.

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 calling (602) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.

• If you have any questions please feel free to contact Peyton Gavlick at peyton.gavlick@azdhs.gov for assistance