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

Apply Now

Not You?

Thank you

HELP DESK ANALYST

  • 508449
  • PHOENIX
  • REMOTE OPTIONS
  • VARIOUS-STATEWIDE
  • DEPT OF CHILD SAFETY
  • Full-time

DEPARTMENT OF CHILD SAFETY

The Arizona Department of Child Safety (DCS) is a social and human services agency whose mission is to successfully engage children and families to ensure safety, strengthen families, and achieve permanency. DCS has field office locations located throughout the state of Arizona, with its central office located in Downtown Phoenix. DCS employs over 2,800 employees who share the common vision of ensuring children thrive in family environments free from abuse and neglect.

HELP DESK ANALYST

Information Technology (IT)

Job Location:

3003 N. Central Ave. Phoenix, AZ 85012

*FULL-TIME REMOTE *

Posting Details:

Salary: $18.75 

Grade: 17

Closing Date: Open until filled

Job Summary:

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.

Bi-Lingual Stipend

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! 

Job Duties:

- 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

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
- 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

Skill in:
- Verbal and written communication
- Establishing and maintaining interpersonal relationships
- Time management and organization
- Prioritization
- Taking a customer-centric approach to troubleshooting

Ability to:
- Synthesize feedback and adjust accordingly
- Meet strict deadlines
- Continuously participate in process improvement practices

Selective Preference(s):

- 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.

Pre-Employment Requirements:

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.).

Benefits:

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!
Benefits include:
- 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

Retirement:

Positions in this classification participate in the Arizona State Retirement System (ASRS).
Enrollment eligibility will become effective after 27 weeks of employment.

Contact Us:

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.