Department of Education

The Arizona Department of Education is a service organization committed to raising academic outcomes and empowering parents.

Address: Information Technology(IT) Division
Phoenix AZ 85007

Salary: $72000 $77000

Grade: 24

Closing Date: 3/19/25

The Software Support Analyst is responsible for reviewing and responding to reported software issues and escalations related to ADE inhouse application systems and agencywide thirdparty software.
This role involves routine monitoring rootcause analysis remediation and communication of system errors to ensure proper operation.
Additionally the role requires the ability to understand functional requirements and contribute to change requests product testing and the creation of knowledge base and user documentation for supported applications.
Strong interpersonal written and oral communication skills are essential for effective collaboration with both external and internal customers across all levels and divisions of the organization.
Occasional instate travel is required for this position.

The Arizona Department of Education currently utilizes a hybrid work environment with up to two days of remote work (contingent upon business needs). Candidates should apply with an ability and willingness to work inoffice up to five days per week as business needs necessitate.

Timely review and respond to all help desk tickets and email requests regarding any of the ADE IT applications and software. Communicate issue resolutions to customers and ensure customer is satisfied with response.
Assists Service Desk team personnel in responding to production problems and tickets by confirming the validity of the problem analyzing and resolving for known solutions and communicating back to Service Desk in a timely manner.
As needed assist Service Desk team personnel in responding to phone calls from external constituents and addressing technical issues over the phone.
Proactively solve complex production problems by conducting rootcause analysis debugging documenting and providing appropriate shortterm or longterm resolution to product defects.
Contribute to user documentation such as user guides and training material to facilitate the business operation.
Contribute to knowledge base documentation to assist the Service Desk team personnel in Tier I issue resolution.
Escalate unresolved issues to the application team for additional assistance.
Work closely with all IT application teams to obtain the status of unresolved issues and follow up until resolution or reescalation is attained.
Monitor system performance using existing production monitoring tools.
Communicate with the respective IT teams to understand the status of system resolutions and keep customers informed about system issues and their resolutions.
Other duties as assigned as related to the position.

Knowledge in:
Understanding of IT applications to solve complex business problems
Basic understanding of web cloud and database technologies
Service request or Incident tracking software such as Zoho Helpdesk or ServiceNow
Understanding of Service Level Agreement
Issue triage and documentation
Basic troubleshooting techniques
Experience in customer service practices
Current Information Technology trends
A bachelors degree in Information Technology Business or a related field and a minimum of two years related experience in programming or analysis or equivalent experience to substitute for the degree is required

Skills in:
Perform to stated deadlines and to produce expected results with little supervision
Strong written and verbal communications
Proper phone etiquette effective listening skills
Problem analysis and resolution
Multitasking capabilities
Strong interpersonal and presentation skills
Intermediate skill in using Microsoft Outlook Word Excel and PowerPoint
Skill in using Microsoft .Net Framework C# and TSQL

Ability to:
Operate successfully in a strong team environment
Deal effectively with others in antagonistic situations using appropriate interpersonal styles and methods to deescalate conflicts
Maintain stable performance under pressure
Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; selfimposing standards of excellence rather than having standards imposed
Easily adapt to and learn new technologies
Analytical ability including the ability to absorb difficult and obscure concepts
Responds promptly to customer needs taking a customercentric approach to problem solving; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments

Preference will be given to those applicants with:
Experience in application development in IT departments in government or the private sector
Work experience with K12 education

Offers are contingent upon successful completion of all background and reference checks required documents and if applicable a postoffer medical/physical evaluation.

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:Drivers License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (EVerify).

The State of Arizona provides an excellent comprehensive benefits package including:

Affordable medical dental life and shortterm disability insurance plans
Topranked retirement and longterm disability plans
Ten paid holidays per year
Vacation time accrued at 4.00 hours biweekly for the first 3 years
Sick time accrued at 3.70 hours biweekly
Paid Parental LeaveUp to 12 weeks per year paid leave for newborn or newlyplaced foster/adopted child (pilot program).
Deferred compensation plan
Wellness plans

Learn more about the Paid Parental Leave pilot programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page

You will be required to participate in the Arizona State Retirement System (ASRS) upon your 27th week of employment subject to waiting period. On or shortly after your first day of employment you will be provided with enrollment instructions and effective date.

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 callingor emailing Requests should be made as early as possible to allow sufficient time to arrange the accommodation.