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

Mission Partners Division

Salary:  $50K-$55K

Grade: 19

Closing Date: Open Until filled

The Service Desk Analyst will join our ADEQ Information Technology (IT) Team. We are seeking a candidate who has great customer service skills and the ability to support our staff in a timely manner. This individual will offer technical knowledge and skillset to conduct preliminary troubleshooting techniques for our Help Desk and ADEQ Ticketing system. 

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

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.

• 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.

• Researching and compiling information.
• Excellent interpersonal, written and oral communication skills
• Respond to inquiries with tact, diplomacy, and appropriately timely information.
• Microsoft Office and the G-Suit/Workplace.
• Demonstrate ability to work collaboratively in teams and across departments.
• Effective time management.
• Adapt to changing assignments and priorities.
• Problem-solving skills and attention to details.

• Associate's Degree plus 1-3 years of IT experience or Equivalent Experience within the field.
• Valid IT Certification 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.