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SERVICE DESK ANALYST

  • 514939
  • PHOENIX
  • DEPT OF VETERAN SERVICES
  • Full-time
  • Closing at: Jan 29 2023 at 23:55 MST

DEPT OF VETERAN SERVICES

For Veterans and those who care for them.

SERVICE DESK ANALYST

Job Location:

Address: 3839 N 3rd St, Phoenix, AZ 85012 

Posting Details:

Salary: $23.50 - $25.25 (DOE) 

Grade: 19

Closing Date: January 29, 2023

Job Summary:

This position installs, modifies and maintains personal computers, printers, phones and other equipment associated with personal computers (e.g., keyboards, monitors, mice) for end-users throughout the agency. Completes work assignments on approved IT Work Orders, necessary system repairs, software updates, equipment upgrades, PC hardware adjustments, and phone replacements and configurations. Installs new software as required and maintains desktop and mobile operating systems and approved software applications. Through discussions with end users and IT Department staff, ensures that computer hardware is maintained in a high state of readiness. Works with IT Team to determine types of hardware required, and installs or upgrades hardware. Under general direction, is responsible for the timely and accurate completion of regular maintenance schedules and completing approved work orders in keeping with the IT Team's priorities, as set by the CIO and Helpdesk Manager. Learns, implements and monitors Arizona
Management System (AMS) methods. TELEWORK/TELECOMMUTING: This position may be as little as 20% office/location work and as much as 80% home-based TELEWORK, with workload-driven yet reasonably consistent schedules/locations. All IT staff are assigned appropriate personal computing equipment and accessories to accomplish their assignments.

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:
  • Travels (occasionally overnight) to the outlying offices in and around the state to install computers, update software, install patches, configure telephones and replace hardware.
  • Provides basic software troubleshooting after isolating a possible software problem.
  • Adds, modifies, and deletes users from various programs (such as custom software, Internet, word processing, spreadsheet, database, e-mail, presentation, virus protection, calendar, organizational chart, desk-top publishing and other software applications).
  • Provides basic hardware troubleshooting after isolating a possible problem area. Adds/updates cables, monitors, keyboards, mice, surge protectors, printers, scanners, and other peripherals as necessary or on a defined regular maintenance schedule.
  • Installs, troubleshoots and replaces agency supplied end-user cellular and/or landline phones and related devices.
  • Reviews, utilizes, authors and updates IT-oriented standard operating procedures (SOP), checklists, and the SOP library and task order systems (email, BMC TrackIT, online libraries, etc.).
  • Attends all required education and training; attends meetings to keep abreast of agency and team policy changes and to offer input far process improvements; participates in the Arizona Management System (AMS) within the IT Team to ensure continuous improvement in agency processes.
  • Participates in special projects as directed by the CIO and Helpdesk Manager.
Knowledge, Skills & Abilities (KSAs):

Knowledge of:

  • Knowledge of computer hardware with an emphasis on desktop and laptop business computers and their peripheral devices (printers, mice, CD-ROM drives, scanners, keyboards, etc.)
  • Working knowledge of Local Area Network (LAN) and Internet connectivity
  • Working knowledge of operating systems including Microsoft Windows 7, Windows 10
  • Working knowledge of application software including Microsoft Office 2016/2019 applications, and Internet-based applications including popular browsers such as Chrome, IE, and Edge

Skills in:

  • Strong IT customer service skills with positive attitude
  • Clear, concise, diplomatic, timely, and responsive written and oral communication skills
  • Excellent organizational skills and ability to follow standard procedures
  • Effective communications and training/instructing skills (mostly 1 on 1 with users), but also keeping team members current on one's tasking order and progress
  • Diplomatic, clear, concise interpersonal skills
  • Effective listening skills (listening to understand)
  • Level-headed with calm temperament

Ability to:

  • Strong work ethic: On time, focused, respectful, partnering, want to learn/grow
  • Ability to analyze, troubleshoot and resolve computer systems problems
  • Ability to research and interpret a wide variety of technical manuals and publications
  • Ability to manage time while working on multiple simultaneous tasks/projects with sometimes conflicting priorities
  • Able to work effectively and remain flexible
  • Ability to conduct advanced searches on the Internet in order to provide user support
  • Ability to remain focused on task, demonstrated ability to work for long periods of time alone or independently, including effective personal time management to support significant TELEWORK
Selective Preference(s):
  • Associate Degree, plus two or more years of experience in IT Helpdesk end-user corporate-type computing support.
Pre-Employment Requirements:
  • Driving in the course of State business is required. Must have a current/valid AZ Driver License.
  • Pertinent Microsoft, Cisco, or other vendor-specific certifications (or their military analogues) are considered a plus.
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
• Referral Incentives available for qualifying positions
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

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 Human Resources at recruiting@azdvs.gov and 602.781.7032 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.