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  • 508022
  • Full-time
  • Closing at: May 23 2022 at 23:55 MST


Driving the future of transportation with a diverse and innovative team
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Job Location:

Address: 2739 E. Washington Street,  Phoenix, AZ 85034 

Posting Details:

Salary: $44,500.00 - $51,500.00 

Grade: 21

Job Summary:

The Senior Service Desk Analyst position will receive customer requests from the ticket management system. This position responds promptly to customer needs and takes a customer-centric approach to problem solving.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

  • Document, update and communicate internal processes as required.

  • Receive calls, emails and web inquiries. 

  • Provide problem resolution for complex issues in a timely manner or escalate tickets to management or next support tier as appropriate. 

  • Log all pertinent incident information into a ticket management system.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

  • Service offerings, customer service principles and processes 

  • Back-office server applications, desktop applications, web-based applications, client/server applications, common third-party software applications and internally developed custom applications

  • Computer/networking hardware and ticket management systems processes flow/functions

  • Standard operating systems, networking protocols and application integrations

  • Other computer-related technologies


Skills in:

  • Customer service skills

  • Interpersonal, written and oral communication

  • Problem solving skills and attention to details


Ability to:

  • Balance, prioritize and organize multiple tasks

  • Work collaboratively in teams and across organizations and build strong relationships inside and outside the organization

  • Synthesize feedback and adjust plans accordingly

  • Resolve incidents/problems efficiently and effectively

  • Recognizing customers’ competence levels and approach each level appropriately

  • Obtain ACJIS (Arizona Criminal Justice Information System) Certification within 3 month of Employment

Selective Preference(s):

The ideal candidate for this position will have:

An Associate’s degree and/or three or more years of IT helpdesk experience.

Pre-Employment Requirements:

This position requires possession of a valid Arizona Class D Driver License. Candidates for this position must complete and sign PART 1 of the State of Arizona Application for Employment at the time of interview, which will allow ADOT to obtain the candidate's motor vehicle record (MVR). The most recent 39-month period shown on the MVR will be reviewed in accordance with A.A.C. R2-10-207.11 (H) and (I). The review must show an acceptable driving record prior to any offer of employment being made by ADOT. Employment is contingent upon an acceptable MVR.


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


Mandatory participation in the Arizona State Retirement System (ASRS) is required.

Contact Us:

Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-7279. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.


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.