Service Desk Analyst

DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona.

DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona.

DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

SERVICE DESK ANALYST

Job Location:

Division of Child Support Services (DCSS)

1789 West Jefferson Street, Phoenix, Arizona 85007

Posting Details:

Salary: $48,400 - $51,394

Grade: 19

Closing Date: April 23, 2024

Job Summary:

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view 'Our DES' video. Come Join the DES Team!

The DES, Division of Child Support Services (DCSS) is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst with the Systems & Automation Administration. This position is responsible for receiving calls, emails and web inquiries from end users and/or other external Help Desks.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and 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:

Essential Duties and Responsibilities include but are not limited to:

• Log the 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 ticket management system.

• Be the primary owner of assigned open issue until problem is resolved and ticket is closed.

• Be the primary customer contact for status of assigned tickets.

• Provide answers to simple frequently asked questions.

• Provide basic level troubleshooting to uncover known issues.

• Update and maintain issues knowledge base as appropriate.

• Identify trends or patterns in reported issues.

• Provide problem resolution for known issues in a timely manner or escalate tickets to the next support tier as appropriate.

• Assist in reproducing issues.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

• Principles and practices of applications programming, systems analysis, and database design.

• Federal and state laws, rules, and regulations as they pertain to program operations/activities.

• Policies and procedures established for work system and software programs used for analysis and managerial practices and techniques.

• Case Management System.

Skills in:

• Oral and written communication.

• Using DevOps/software development tools and Help Desk ticketing systems.

• Problem identification, isolation, analysis, and resolution.

Ability to:

• Evaluate information gathered from multiple sources and extract functional requirements.

• Evaluate business processes.

• Work on multiple small projects at the same time.

• Communicate effectively with members, coworkers, and management, and interact with persons at all levels of computer literacy.

Selective Preference(s):

The ideal candidate for this position will have:

• Associate's degree OR one to three years of information technology experience (or equivalent experience including participating in Grooming and/or User Acceptance Testing; researching/reviewing/approving design documents, defects, requirements, etc.).

• Experience with Azure DevOPs and Salesforce/AZCARES is a plus.

• Three (3) plus years of experience with Child Support process, policies, and case management systems.

Pre-Employment Requirements:

• Successfully pass background and reference check; employment is contingent upon completion of the above-mentioned process and the Agency's ability to reasonably accommodate any restrictions.

• Arizona Level One Fingerprint Clearance Card.

• 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).

Benefits:

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• Affordable medical, dental, life, and short-term disability insurance plans

• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans

• 10 paid holidays per year

• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years

• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).

• Sick time accrued at 3.70 hours bi-weekly

• Deferred compensation plan

• Wellness plans

• Tuition Reimbursement

• Stipend Opportunities

• Infant at Work Program

• Rideshare and Public Transit Subsidy

• Career Advancement & Employee Development Opportunities

• Flexible schedules to create a work/life balance

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.

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

Retirement:

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

Contact Us:

For questions about this career opportunity, please contact Jeremy Einwalter at (480) 640-8919 or JEinwalter@azdes.gov.

The State of Arizona is an Equal Opportunity/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) 542-8900. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.