State of Arizona
Service Desk Analyst – Department of Economic Security
Job Location: Division of Technology Services, 1400 West Washington Street, Phoenix, Arizona 85007.
Salary:
$36,779 to $50,695
Grade:
19
•
Closing Date:
November 11, 2025
Job Summary At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. We are seeking an energetic, service‑oriented individual to join our team as a Service Desk Analyst. You will provide first‑line support to clients using phone, email, chat, and a ticketing system, handling issues related to workstations, peripherals, printers, voice, networking, Active Directory, Google Workspace, VPN, and other enterprise applications.
Key Responsibilities
Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available.
Troubleshoot and resolve issues presented by customers using all tools and resources available.
Serve as the primary customer contact for the status of assigned tickets until the problem is resolved and the ticket is closed.
Escalate and properly route incidents and requests that cannot be resolved by the Service Desk.
Create incident and request tickets, validating customer information and accurately recording details of the issue and actions taken.
Participate in projects to improve customer service, efficiency, and productivity of the Resolution Center/Help Desk.
Create, update, and review knowledge‑base articles based on tickets received.
Identify trends or patterns in reported issues and maintain the knowledge base accordingly.
Knowledge, Skills & Abilities
Windows operating systems, Microsoft Office (Word, Excel, Outlook, PowerPoint).
Google Workspace: Gmail, Drive, and related services.
VPN and virtual machine environments.
DES policies and procedures.
Back‑office server applications, desktop applications, web applications, networking hardware and protocols.
Customer Service and Communication:
Clear, polite, and empathetic communication, effective problem‑solving, and the ability to work with diverse customers.
Technical Problem‑Solving:
Analyze hardware and software issues, research solutions, and document findings.
Collaboration:
Work with cross‑functional teams and build strong relationships across the agency.
Qualifications
Associate’s degree or equivalent experience in information technology.
Minimum two (2) years of technical support experience in a call‑center environment.
Minimum two (2) years of hands‑on desktop support experience.
Advanced technical training (A+, Microsoft, Google, hardware, software, or customer service) is preferred.
Valid Level One fingerprint clearance card (Arizona Revised Statute 41‑1969).
Successful completion of background and reference checks.
Compliance with Electronic Employment Eligibility Verification Program (E‑Verify).
Driver’s license and a clean driving record if job duties include driving state business.
Benefits
Medical, dental, life, and short‑term disability insurance plans.
Arizona State Retirement System (ASRS) and long‑term disability plans.
10 paid holidays per year.
Vacation accrual: 4.00 hours bi‑weekly for the first 3 years.
Paid parental leave: up to 12 weeks for newborn or adopted children.
Sick time accrual: 3.70 hours bi‑weekly.
Deferred compensation plan.
Wellness and tuition reimbursement programs.
Stipend opportunities and infant‑at‑work program.
Rideshare, public transit subsidies, and flexible scheduling options.
Career advancement and employee development opportunities.
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 contacting 480‑536‑3791 or OODHRstaffing@azdes.gov.
Contact For questions about this opportunity, call 480‑536‑3791 or email OODHRstaffing@azdes.gov.
#J-18808-Ljbffr
Salary:
$36,779 to $50,695
Grade:
19
•
Closing Date:
November 11, 2025
Job Summary At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. We are seeking an energetic, service‑oriented individual to join our team as a Service Desk Analyst. You will provide first‑line support to clients using phone, email, chat, and a ticketing system, handling issues related to workstations, peripherals, printers, voice, networking, Active Directory, Google Workspace, VPN, and other enterprise applications.
Key Responsibilities
Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available.
Troubleshoot and resolve issues presented by customers using all tools and resources available.
Serve as the primary customer contact for the status of assigned tickets until the problem is resolved and the ticket is closed.
Escalate and properly route incidents and requests that cannot be resolved by the Service Desk.
Create incident and request tickets, validating customer information and accurately recording details of the issue and actions taken.
Participate in projects to improve customer service, efficiency, and productivity of the Resolution Center/Help Desk.
Create, update, and review knowledge‑base articles based on tickets received.
Identify trends or patterns in reported issues and maintain the knowledge base accordingly.
Knowledge, Skills & Abilities
Windows operating systems, Microsoft Office (Word, Excel, Outlook, PowerPoint).
Google Workspace: Gmail, Drive, and related services.
VPN and virtual machine environments.
DES policies and procedures.
Back‑office server applications, desktop applications, web applications, networking hardware and protocols.
Customer Service and Communication:
Clear, polite, and empathetic communication, effective problem‑solving, and the ability to work with diverse customers.
Technical Problem‑Solving:
Analyze hardware and software issues, research solutions, and document findings.
Collaboration:
Work with cross‑functional teams and build strong relationships across the agency.
Qualifications
Associate’s degree or equivalent experience in information technology.
Minimum two (2) years of technical support experience in a call‑center environment.
Minimum two (2) years of hands‑on desktop support experience.
Advanced technical training (A+, Microsoft, Google, hardware, software, or customer service) is preferred.
Valid Level One fingerprint clearance card (Arizona Revised Statute 41‑1969).
Successful completion of background and reference checks.
Compliance with Electronic Employment Eligibility Verification Program (E‑Verify).
Driver’s license and a clean driving record if job duties include driving state business.
Benefits
Medical, dental, life, and short‑term disability insurance plans.
Arizona State Retirement System (ASRS) and long‑term disability plans.
10 paid holidays per year.
Vacation accrual: 4.00 hours bi‑weekly for the first 3 years.
Paid parental leave: up to 12 weeks for newborn or adopted children.
Sick time accrual: 3.70 hours bi‑weekly.
Deferred compensation plan.
Wellness and tuition reimbursement programs.
Stipend opportunities and infant‑at‑work program.
Rideshare, public transit subsidies, and flexible scheduling options.
Career advancement and employee development opportunities.
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 contacting 480‑536‑3791 or OODHRstaffing@azdes.gov.
Contact For questions about this opportunity, call 480‑536‑3791 or email OODHRstaffing@azdes.gov.
#J-18808-Ljbffr