DEPT OF WATER RESOURCES

Address: Hybrid: remote and 1110 W. Washington St., Suite #310 - Phoenix, AZ 85007 

Salary: $50,000 - $65,000

Grade: 21

Closing Date: Open Until Filled

This position will be responsible for being the team lead for the Help Desk group. Responsible for demonstrated ability to resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately. Ensure that tickets are processed in a timely matter. Investigate complex product configuration issues and provide problem resolution for complex issues and provide advanced level troubleshooting to uncover the specific functional problem of any issue and provide answers to complex technical questions.

This position may offer the ability to work remotely within Arizona, based upon the department's business needs and continual meetings of expected performance measures. A minimum of two days on-site at the ADWR office per week is required.

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.

This position is responsible for:

Receiving calls, emails and web inquiries escalated from Service Desk Analysts and provide advanced level troubleshooting to uncover the specific functional problem of any issue and provide answers to complex technical questions.

Investigating complex product configuration issues and providing problem resolution for complex issues in a timely manner or escalating tickets to management or next support tier as appropriate. Log all pertinent incident information into a ticket management system.

Providing guidance and on-the-job coaching to help desk technicians, fostering skill development, troubleshooting proficiency, and adherence to service standards through regular feedback and knowledge sharing.

Monitoring internal customer help desk ticketing system and document, update and communicate internal processes as required and test all fixes prior to delivering to customer.

Providing end-to-end technical oversight and operational support for high-priority off-site meetings and agency briefings. Responsibilities include the deployment of portable infrastructure, coordination of audiovisual (AV) assets, and proactive real-time troubleshooting to ensure seamless continuity of operations.

Note: This position requires occasional domestic travel (approximately 3–5 times per year) to provide on-site technical leadership.

Knowledge of:

• Customer service principles and processes
• Standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, and any other computer-related technologies
• Back-office server applications, desktop applications, web-based applications, client/server applications
• How to analyze hardware problems
• How to analyze and troubleshooting software application problems and resolve as quickly as possible
• Network and systems policy and procedures as well as Agency needs and the mission of the Department

Skills in:

• Responding promptly to customers’ needs, taking a customer-centric approach to problem solving; soliciting customer feedback to improve service.
• Responding to requests for service and assistance; meets commitments
• Managing difficult or emotional customer situations
• Analyzing difficult technical problems 
• Establishing and maintaining effective working relationships with Staff and End-Users 
• Using operating systems, programming language, software and hardware 
• Analyzing, troubleshooting and resolving computer system problems 
• System analysis and computer operations
• Communication principles and techniques
• Attention to detail, initiative, organizational
• Identifying opportunities and implementing solutions to improve efficiency

Ability to:

• Lead initiatives to develop solutions and processes to meet needs; identifies unique innovative approaches
• Prioritize and plan work activities; set goals and objectives; use time efficiently; communicate activities and results as appropriately
• Work independently and/or seek assistance if appropriate
• Analyze data/information and formulate logical conclusions
• Maintain confidentiality and integrity, process
• Assign actions with proper documentation
• Analyze and resolve computer problems/issues
• Handle heavy phone volume and incoming e-mail requests
• Identify required resources; trains, schedules and monitors resources; may participate in hiring

 Preferred candidate to possess an A+ Certification and training on Microsoft Windows.

Associate’s degree plus three years of information technology experience (or equivalent experience).

The State of Arizona provides an excellent comprehensive benefits package, including:

• Affordable medical, dental, life, and short-term disability insurance plans
• Top-ranked retirement and long-term disability plans
• Accrued vacation days and sick days
• 10 paid holidays per year
• Deferred compensation plan
• Credit union membership
• Wellness plans
• LinkedIn Learning membership
• Tuition reimbursement
• Employee discounts

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). Please note, enrollment eligibility will become effective after 27 weeks of employment. The current contribution rate is 12.00%

If you have any questions, please feel free to contact ADWR Human Resources Office at (602) 771-8500 for assistance. Persons with disabilities may request a reasonable accommodation such as a sign language or an alternative format by contacting ADWR Human Resources.