Service Desk Analyst

State of Arizona Enterprise Technology (ASET) is seeking a Service Desk Analyst to be a primary customer contact for ticket status and inquiries. The role involves logging calls, providing problem resolutions, and basic troubleshooting to enhance customer service.

Responsibilities

• Receive calls, emails and web inquiries
• Log the call, email or web inquiry into a ticket management system and classify the ticket according to the identified standard severity classification
• Provide problem resolutions for known issues in a timely manner or escalate tickets to the next support tier as appropriate
• Provide basic level troubleshooting to uncover known issues

Skills

• Associate's degree plus one to three years of information technology experience (or equivalent experience)
• Strong customer skills
• Excellent interpersonal, written and oral communication skills
• Knowledge of service offerings, customer service principles and processes, back-office server applications, desktop applications, web-based applications, computer/networking hardware, standard operating systems, common third-party software applications, networking protocols, and any other computer-related technologies
• Knowledge of Google and Microsoft Workspace
• Ability to work collaboratively in teams and across organizations
• Ability to resolve incidents/problems efficiently and effectively, recognizing customers' competence levels, and able to approach each level appropriately
• Ability to balance, prioritize and organize multiple tasks
• Ability to build strong relationships inside and outside the organization
• Ability to synthesize feedback and adjust plans accordingly
• This position requires driving or the use of a vehicle as an essential function of the job, and the following requirements apply: Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver's license, complete all required training, and successfully pass all necessary driver's license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance

Benefits

• 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
• 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.
• Mandatory participation in the Arizona Retirement System (ASRS) is required.

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