DEPT OF EMERGENCY AND MILITARY AFFAIRS

Work Location: Camp Navajo, Bellemont, AZ

Salary: $21.1449 - $29.6109 per hour (DOE) 

Grade: 21

Closing Date: December 09, 2025

This position provides Tier 1/Tier 2 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 over 1,800 customers by serving as a primary point of contact for problem resolution or direct inquiries.

• Serves as a technical specialist on all automated systems utilized throughout the state. 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.
• Troubleshoot problems and implement changes on multiple computer platforms. Diagnoses system failures to isolate source of problems between equipment, system software, and application programs. Provides solutions by modifying codes, devising fixes, documenting problems and advising responsible party. Interacts with peers and vendors to resolve hardware and software problems and reports unresolved problems.
• Installs and configures workstation and/or network operating systems and applications software on a wide range of computer platforms. Configures a wide variety of devices requiring diverse interfaces and device drivers in multiple operating system environments using a wide variety of hardware platforms.
• Implements systems software changes, operating system releases and maintains the operational status of systems. Coordinates with system developers to resolve solutions to hardware and/or software malfunctions.
• Analyzes, evaluates, and recommends hardware/software changes to various computer systems. Considers factors such as compatibility with standard systems, conversion or implementation costs, and impact on existing equipment. Installs, configures and tests products and equipment being reviewed.
• Other duties as assigned as related to the position (typically 5% - 10%)

Knowledge of:
• A variety of operating systems (ex. Windows 10, Windows 11, Unix etc.) on desktop and server.
• 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.
• Network configuration techniques, computer equipment and assigned system software.
• 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.
• Principles and methods used for planning and managing the implementation, update, and integration of information system components.

Skilled in:
• Troubleshooting problems and implementing changes on multifaceted and interdependent computer platforms.
• Modifying application code and devising software patches or workarounds
• Documenting problems and advising the responsible party on support issues.
• Using performance tuning tools and techniques that are used to optimize systems functionality in order to meet installation systems requirements.
• Using system software, IT Security principles, and functional application software used throughout the state.

Ability to:
• Apply troubleshooting and data analysis methods to resolve a wide variety of computer/printer problems.
• Interact with individuals at all levels throughout the organization.
• 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.
• Must have the ability to obtain Security+ certification to be 8570 complaint or ability to obtain certification within 6 months of filling position or must be 8140 compliant.

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