Address:  150 N. 18th Ave. Phoenix, AZ 85007

Must Reside in Arizona.

Salary: $51,700 

Grade: 20

FLSA Status: Non-Exempt 

Closing Date: Open Until Filled

This role is fully onsite and requires daily in-office presence during the workweek.

The purpose of this position is to support the agency's desktop and laptop equipment and associated software/hardware. This position performs troubleshooting hardware and software issues concerning individual PC, maintaining physical inventory, providing direct 1 to 1 personal training in use of hardware/software with users, providing desktop imaging as needed, and tracking and reporting progress on all desktop projects.

Major duties and responsibilities include but are not limited to:
• Provide second level support to users through customer support desk trouble tickets.
• Work on planned projects hardware and/or software.
• Laptop software and hard installation, configuration, repair and ongoing support.
• Inventory control.
• VPN software and hardware installation, configuration and ongoing support.
• Write, update and print procedures manual utilizing PC-based work processing tools.
• Attend meetings, seminars, and training courses.

Knowledge:
• Advanced working knowledge of service offerings
• Customer service principles and processes
• Back-office server applications
• Desktop applications
• Web-based applications
• Computer/networking hardware
• Standard operating systems
• Common third-party software applications
• Networking protocols
• Any other computer-related technologies

Skills:
• Strong customer service skills.
• Excellent interpersonal, written and oral communication skills.
• Intermediate 2nd level troubleshooting.
• Developing and writing technical documentation.
• Installing and repairing PC hardware and operating systems, software installations using Microsoft Endpoint Manager (Azure).

Abilities:
• Advanced troubleshooting/problem solving skills
• Advanced ability to resolve incidents/ problems, efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately
• Balance, prioritize and organize multiple tasks.
• Synthesize feedback and adjust plans accordingly.
• Build strong relationships inside and outside the organization.

Minimum:
• Associate's degree plus 1-3 years of experience in desktop support (or equivalent experience).

Preferred:
• CompTIA A+ Certification or the equivalent of 2+ years PC technician experience.

• Successfully pass fingerprint background check, prior employment verifications and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• Travel may be required for State business. Employees who drive on state business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)

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
• Paid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child. Learn more about the Paid Parental Leave pilot program here.
• Other Leaves - Bereavement, civic duty, and military.
• A top-ranked retirement program with lifetime pension benefits
• A robust and affordable insurance plan, including medical, dental, life, and disability insurance
• Participation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications)
• RideShare and Public Transit Subsidy
• 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 program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Lifetime Pension Benefit Program
• Administered through the Arizona State Retirement System (ASRS)
• Defined benefit plan that provides for life-long income upon retirement.
• Required participation for Long-Term Disability (LTD) and ASRS Retirement plan.
• Pre-taxed payroll contributions begin after a 27-week waiting period (prior contributions may waive the waiting period).

Deferred Retirement Compensation Program
• Voluntary participation.
• Program administered through Nationwide.
• Tax-deferred retirement investments through payroll deductions.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing careers@azahcccs.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.