DEPT OF EMERGENCY AND MILITARY AFFAIRS

Work Location: Papago Park Military Reservation (PPMR), Phoenix, AZ

Salary: $17.6821-$24.7085 

Grade: 19

Closing Date: December December 09, 2025

This position provides Tier 1 customer support to users of supported Information Technology/Information Management systems. Responsible for assisting customers with the resolution of problems encountered. Identifies the nature of customer problems, to include loss of service, impact to the customer and the customer's needs for a resolution. Provides help desk services to Army and Air National Guard customers by serving as a primary point of contact for problem resolution or direct inquiries.

• Receive walk-ins, calls, emails and web inquiries for end users and /or other external Help Desks. Log the walk-in, call, email or web inquiry into a ticket management system and classify the ticket according to identified standard severity classifications. Ensure customer contact information is current in the ticket management system. Update and maintain issues knowledge base as appropriate.
• Provide answers to simple frequently asked questions. Provide basic level troubleshooting to uncover known issues. Identify trends or patterns in reported issues. Route inquiries to appropriate individuals/groups in the organization for triage and/or resolution. Monitor internal customer help desk ticketing system.
• Provides solutions to customer requests for assistance in resolving complex hardware and software problems. Systems supported include desktops, laptops, tablets, printers, scanners, monitors and other portable communications devices.
• Other duties as assigned as related to the position (typically 5% - 10%)

Knowledge of:
• Customer service and support principles and methods used to deliver a wide range of customer support services.
• System software, hardware and networking and how they all interconnect/work together.
• Computer systems installed in customer organizations along with the customer's automation needs to participate in the planning and delivery of a full range of IT customer support services.

Skilled in:
• Troubleshooting problems and implementing changes on multifaceted and interdependent computer platforms.
• Using system software, IT Security principles, and functional application software used throughout the state.

Ability to:
• Interact with individuals at all levels throughout the organization.
• Apply troubleshooting and data analysis methods to resolve a wide variety of computer/printer problems.
• Prioritize workload based on customer needs and impact to the organization.

The preferred candidate should have any combination of experience, education, and training that meets the knowledge, skills, and abilities. A degree in Information Technology or 2 years minimum experience in IT, Security+, and A+ certification preferred.

• This position requires possession of and ability to retain a current, valid Arizona 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.)
• In/out of State travel required.
• Must be a U.S. citizen. Candidates for this position will be required to submit to a criminal background investigation as well as possess the ability to achieve a favorable Tier 3 investigation for the purpose of obtaining/maintaining a Secret clearance eligibility and Common Access Card (CAC) within one year of hire.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
Sick leave
Vacation with 10 paid holidays per year
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
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

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Eligible DEMA employees participate in excellent retirement programs provided by the Arizona State Retirement System (ASRS) and for fire personnel the Public Safety Personnel Retirement System (PSPRS).

If you have any questions, please feel free to contact hr@azdema.gov.
DEMA is a smoke-free work environment.
ADA/EEO Employer
The State of Arizona is an Equal Opportunity and Reasonable Accommodation Employer