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IT Service Desk Analyst

1 month ago

Phoenix, Arizona, United States Arizona Department of Administration Full time
Job Summary:

The IT Service Desk Analyst serves as the primary contact for ADOR users for all basic Information Technology (IT) needs and inquiries, which includes customer support, ticket management, and problem resolution. This role works with both remote and in-office users to guide them through systems configuration/optimization and basic troubleshooting while offering excellent customer service.

Key Responsibilities:
  • Install or update computer and phone hardware and software
  • Maintain service desk records
  • Escalate technical issues when necessary
  • Provide excellent customer service
Requirements:
  • Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as Associate's Degree (e.g., A.A.), training, coursework, and work experience relevant to the assignment
  • Minimum of one (1) year of information technology support experience
  • Knowledge of customer service principles and processes
  • Basic knowledge of back-office and web-based applications
  • Basic knowledge of computer and/or networking hardware and software
  • Basic knowledge of hardware and software troubleshooting methodologies
Benefits:
  • Comprehensive benefits package including paid time off, holidays, sick days, annual leave, military leave, bereavement leave, and civic duty leave
  • Robust and affordable insurance plan that includes medical, dental, vision, life insurance, short-term, and long-term disability options
  • Higher education discounts for State employees and tuition reimbursement up to $5,250 per fiscal year
  • Work-life balance and additional options for life betterment such as the Infant at Work Program, State Wellness Program, Public Transit Discounts, Alternate Work Schedules, and Telework opportunities