Support Center/Help Desk Analyst I
$38,983.00 annualized ($18.74/hour)
FIRST REVIEW DATE:
August 27, 2021
All positions are open until filled.
The IT Support Center in the Arizona Supreme Court provides a high level of automation support to all of the courts and probation offices throughout Arizona, including court personnel and the public. We are seeking a detail-oriented, customer-focused individual to join our team as a Support Center Analyst I.
The Support Center Analyst I position serves as the initial point of contact for court related agency personnel and the public for questions and to resolve issues related to desktop applications and hardware (printers, USB, folder and drive mapping, etc.); create, modify, and remove network and application profiles; and maintain accurate records of calls and correspondence. In addition, this position provides information and resources to members of the Arizona legal community; responds to and follows-up on issues within prescribed Service Level Agreements; and escalates issues to Senior Support Center Analysts, Level 2 support or Supervisor as appropriate.
Public Service Loan Forgiveness (PSLF) Program qualified employer.
The successful candidate will have a high school diploma, with one year of experience in assisting customers in the resolution of their technical problems. The individual must have demonstrated PC proficiency and familiarity with Microsoft Office and Windows; good analytical and problem solving skills; the ability to understand and follow documented procedures. In addition, this position requires strong customer focus and commitment to resolving customer problems in a timely and accurate manner; strong interpersonal skills, including active listening; and effective verbal and written skills.
The preferred candidate will have some knowledge of Active Directory, Exchange, and network connectivity; prior experience utilizing an automated call management/problem tracking information system (such as Remedy); some knowledge of customized software being utilized by the Arizona court system; and the ability to work effectively as a member of a support team.
Travel level: None
Applicants must be currently authorized to work in the United States on a full-time basis. Some positions may take 4-6 weeks to fill. Only applicants whose backgrounds most closely meet the needs of the position may be invited to interview. Requests for a special accommodation to participate in the interview process should be made at the time you are contacted to schedule an interview. The Selection Process may include computer testing (Word, Excel, PowerPoint, Outlook, proofreading, typing, etc.) and first and/or second round panel interviews. This is a Regular, Full-time, non-exempt position.
The Arizona Supreme Court is an EOE/ADA Reasonable Accommodation Employer
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.
Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.