*FULL-TIME REMOTE *
The Help Desk Analyst provides level one (1) technical computer and phone support to all Department of Child Safety (DCS) offices statewide and to external providers contracted to work with DCS. This position will require knowledge in basic computer troubleshooting as well as customer service principles. This is a full time remote position.
DCS offers a Bi-Lingual Stipend to all interested and eligible DCS Employees who successfully complete a language proficiency exam. Qualifying employees will receive a $500 annual stipend paid in equal increments.
If you’re good at what you do, you can work anywhere. If you’re the best at what you do, come work at DCS!
- Provides problem resolution for technical issues in a timely manner or escalates, as needed
- Receives calls and service desk tickets for end users and other external help desks
-Updates and maintains service desk tickets; logs calls, emails or web inquires in a ticket management systems; classifies ticket according to severity
- Performs other duties appropriate to the assignment
- Limited On-Call after hours support
- Basic desktop and laptop support; troubleshooting
- Basic tablet and mobile device support; troubleshooting
- General vendor technologies
- Customer service principles
- Personal computers and various computer software applications
- General functional characteristics and capabilities of operating systems for Windows
- Basic wireless networking functionality and capability
- Verbal and written communication
- Establishing and maintaining interpersonal relationships
- Time management and organization
- Taking a customer-centric approach to troubleshooting
- Synthesize feedback and adjust accordingly
- Meet strict deadlines
- Continuously participate in process improvement practices
- Associate’s degree OR
- Applicable certifications (CompTIA A+, etc.) OR
- One to Two (1-2) years’ experience at a service desk in tier 1 or tier 2 support.
The ability to secure and maintain a Arizona Fingerprint Clearance Card; and the ability to secure and maintain clearance from the DCS Central Registry.
In-state travel is sometimes required. Requires possession of and ability to retain a current, valid state-issued driver’s license appropriate to the 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 driver training (see Arizona Administrative Code R2-10-207.12.).
As an employee of the Department of Child Safety you will be entitled to a comprehensive benefits package that can become effective as soon as two weeks after starting!
- Paid sick leave.
- Paid vacation that includes ten (10) holidays per year.
- Competitive health and dental insurance plans.
- Life insurance and long-term disability insurance.
We also offer optional employee benefits that include:
- Vision coverage.
- Short-term disability insurance.
- Deferred compensation plans.
- Supplemental life insurance.
- Employee wellness plans
For a complete list of benefits provided by The State of Arizona, please visit our benefits page
Positions in this classification participate in the Arizona State Retirement System (ASRS).
Enrollment eligibility will become effective after 27 weeks of employment.
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-255-2903.
Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.
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.