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SERVICE DESK ANALYST

  • 502185
  • PHOENIX
  • DEPT OF HEALTH SERVICES
  • Full-time

DEPT OF HEALTH SERVICES

The Arizona Department of Health Services promotes and protects the health of Arizona’s children and adults. Our mission is to promote, protect, and improve the health and wellness of individuals and communities in Arizona. We strive to set the standard for personal and community health through direct care, science, public policy, and leadership. ADHS promotes alternative work schedules, flexible hours. We have positions that can fit any stage in your career, from entry to senior level. We offer a robust benefits package, including the ADHS Student Loan Assistance Program, where eligible employees can receive up to $437.50 per month for their outstanding student loans. Come check us out and see how you can make a difference in the lives of all Arizonans.

SERVICE DESK ANALYST

Division of Preparedness

Job Location:

Address: 150 N 18th Ave. Phoenix, AZ 85007  

Posting Details:

Salary: $46,623 

Grade: 19

Job Summary:

The help desk provides information and support to well over 760 VFC/VFA/COVID-19 offices and their staff across the state of AZ. This position is part of a team that ensures that incoming calls are answered within 3 rings and emails are responded to within 48 hours. Ensures calls and emails for the Arizona Immunization Program Office (AIPO) staff are forwarded to the appropriate AIPO staff as needed.

Utilizes the REDTracker Call Tracker system for recording and assigning tasks identified from calls, emails, and walk-in visitors as defined by AIPO. Researches issues, analyze findings, recommends practical solutions to the providers, and provides technical assistance in the implementation of the solution.

Processes calls/emails/paperwork as described by AIPO for the following tasks:
Provider Profile Change forms, ASIIS enrollment forms, ASIIS password resets, Review temperature logs/data logger reports, Process vaccine incident reports, Process ASIIS patient merge/unmerge tasks, Triage caller needs and respond accordingly, Share training resources with callers/emails as needed.

Job Duties:

- Provides day-to-day phone and email technical support and education to over 760 VFC/VFA/COVID-19 provider offices in AZ and their staff that routinely call the help desk regarding immunization program rules, regulations, policies, and procedures.
- Review, analyze, and process the following items: Provider Profile Change Forms, temperature logs/data logger reports, vaccine incident reports, and ASIIS patient merge/unmerge submissions.
- Utilize various projects within REDCap to accurately record all daily activities as defined by leadership.
- Monitor annual VFC provider enrollment; ensure the timeliness of submission and completion of re-enrollment documentation for all VFC providers statewide; contact VFC providers who have not met the deadline for re-enrollment to assist them in expediting the process.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
- Service offerings
- Customer service principles and processes
- Back-office server applications, desktop applications
-Web-based applications, computer/networking hardware
- Standard operating systems
- Common third-party software applications
- Networking protocols, and any other computer-related technologies
- Immunization help desk daily operations.
- Immunization program requirements.
- Resources available to help desk contacts and office staff.
- Produce reports, graphs, and spreadsheets in various formats.
- Performance Management (PM), and Continuous Quality Improvement (CQI), and Lean methodologies.

Skill in:
- Strong customer service skills
- Excellent interpersonal, written, and oral communication skills
- Strong problem-solving skills and attention to detail
- Provide leadership to other help desk team members.
- Evaluate existing and proposed administrative policies, procedures, systems, and practices of the help desk.
- Establish program improvement protocols.
- Identify and analyze problems and determine effective solutions.
- Maintain effective working relationships.
- Accurate and detailed note-taking of calls and email activities into a call tracking system.
- Effective time management.

Ability to:
- Build strong relationships inside and outside the organization and work with various levels of staff
- Learn new information and programs quickly.
- Communicate effectively and with great tact both in writing and verbally.
- Recognize the need for additional support within the team and provide that support in an appropriate and timely manner.
- Resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able approach each level appropriately.
- Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

Selective Preference(s):

Associate’s degree plus one to three years of information technology experience (or equivalent experience) Spanish speaking, writing desired but not required.

Pre-Employment Requirements:

Employees who drive on state business require possession of and the 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 checks, must maintain acceptable driving records, and must complete any driver training (See Arizona Administrative Code R2-10-207.11).

Benefits:

The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award-winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.

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) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.

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.