Outdoors, Mountain, Nature, Person, Painting, Valley, Landscape, Scenery, Panoramic, Canyon

Apply Now

Not You?

Thank you

Help Desk Analyst

  • 512029
  • PHOENIX
  • REMOTE OPTIONS
  • DEPT OF ADMINISTRATION
  • Full-time
  • Closing at: Oct 7 2022 at 23:55 MST

DEPT OF ADMINISTRATION

Delivering results that matter by providing best in class support services.

Help Desk Analyst

Job Location:

State Procurement Office

100 N 15th Avenue 

Phoenix, AZ 85007 

This position may be available for remote work within Arizona

Posting Details:

Salary: Up to $44,215 

Grade: 19

Closing Date: October 7, 2022

Job Summary:

The State Procurement Office (SPO) within ADOA is seeking a Help Desk Analyst to provide exceptional customer service and support to internal and external users of the State’s electronic procurement system (the Arizona Procurement Portal). This position interacts with users from approximately 120 State agencies, boards, and commissions, over 1,000 Arizona cooperative members, and more than 30,000 registered vendors in the State system. You will respond to requests for troubleshooting and technical support via telephone and email, recommend solutions, and provide on-the-spot user training for vendors via telephone, remote PC connection, and email. In addition, you will document issues and resolutions in a tracking system and escalate issues when appropriate. You may also be called upon to provide administrative support to the Help Desk and backup administrative support to the department.


Employees in this position have an excellent opportunity to develop skills in customer service. You may also have an opportunity to support special projects, train on the State’s procurement process, and provide QA/Testing support.


The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, 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

Job Duties:
  • Provide eProcurement system technical support via telephone and email, such as responding to user questions, diagnosing technical problems on the user end, diagnosing technical problems on the system side, escalating issues as necessary and documenting user contacts in an issue tracking system. 
  • Provide one-on-one eProcurement system spot training to vendors via telephone or remote PC connection. 
  • Create and update eProcurement system end-user documentation. 
  • Participate in professional development and other training opportunities to stay up-to-date on eProcurement system functionality and industry trends, as well as general procurement knowledge.
Knowledge, Skills & Abilities (KSAs):

What you will bring to this position:

  • Desire to provide exemplary customer support: This position puts you in contact with thousands of stakeholders at various levels of experience and role. You must be willing to provide customer needs assessments, meet quality standards for service, and evaluation of customer satisfaction. The ideal candidate will have a history of providing a high level of customer service in a fast-paced environment. 
  • Ability to provide technical training to technical and non-technical users: Teaching others requires know-how and patience. This role requires the ability to determine the causes of operating errors and make quick decisions on how to correct issues or instruct a user in best practices. You must be capable of giving your full attention to a customer’s concerns, asking appropriate questions to uncover specific details, and remain courteous and helpful in challenging situations. A good knowledge of goods and services procurement is helpful, but not required. 
  • Effective listening and communications skills: This position requires the ability to listen and understand information and ideas presented verbally and in writing. You must also be capable of effective communication of ideas and information, both orally and in writing. Experience with Microsoft Word and Excel is required.
Selective Preference(s):

Selective preference will be given to candidates that possess some college experience. An associate’s degree from an accredited university with an emphasis on computer business applications or a related business field, or two years progressive IT experience, is preferred. You must have a minimum of two years of experience in an administrative or staff support function. Prior experience with ProcureAZ is desired, but not required.

Pre-Employment Requirements:
  • Background and reference check, including a state and federal criminal records check 
  • Requires possession of and the ability to retain a current, valid state-issued driver’s license appropriate to assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any required driving training (see Arizona Administrative Code R2-10-207.12).
Benefits:

The Arizona Department of Administration offers a comprehensive benefits package to include:

  • Sick leave 
  • Vacation with 10 paid holidays per year 
  • Health and dental insurance 
  • Retirement plan 
  • Life insurance and long-term disability insurance 
  • Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:
  • Positions in this classification participate in the Arizona State Retirement System (ASRS). 
  • Please note, enrollment eligibility will become effective after 27 weeks of employment.
Contact Us:

If you have any questions please feel free to contact Shelia Wiggins-Wayne at shelia.wiggins@azdoa.gov or 480-645-2290 for assistance.

ARIZONA MANAGEMENT SYSTEM (AMS)

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  
State employees are highly engaged, collaborative and embrace a culture of public service.

The State of Arizona is an Equal Employment Opportunity Employer.