DEPARTMENT OF CHILD SAFETY

The Arizona Department of child Safety (DCS) is a social and human services agency whose mission is to successfully partner with families caregivers and the community to strengthen families ensure safety and achieve permanency for all Arizonas children through prevention services and support.

TECHNOLOGY SERVICES
3003 N Central Ave Phoenix AZ 85012

Salary: $29.0865 HRLY/$60499.92 Salary

Grade: 21

Closing Date: April 24 2025

The Senior Service Desk Analyst reports directly to the Application Support Supervisor and handles Tier II and some Tier Ill Service Desk Requests and Incidents tickets. This role provides detailed troubleshooting and documentation for any reported issues found or reported to the Team. The position is also works within the Application Support Team assisting the current Help Desk Tier I Support managing day to day support issues and resolves complex incidents and problems. This position responds promptly to customer needs and takes a customercentric approach to problem solving.

This position may offer the ability to work remotely within Arizona based upon the departments 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 States 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.

• Provides advanced level troubleshooting to uncover the specific functional problem of any issue. Documents updates and communicates internal processes as required. Logs all pertinent incident information into a ticket management system.
  
• Investigates complex product configuration issues. Reproduces customer issues as necessary. Update and maintain knowledge base as appropriate.
  
• Tests all fixes prior to delivering to customer.
  
• Provides problem resolution for complex issues in a timely manner or escalate tickets to management or next support tier as appropriate.
  
• Provides updates and/or steps for problem resolution to Service Desk Analysts.
  
• Receives calls emails and web inquiries escalated from Service Desk Analysts. Provide answers to complex technical questions.
  
• Other duties as assigned as related to the position.

Knowledge of:

• Service offerings
  
• Customer service principles and processes
  
• Backoffice server applications
  
• Desktop applications
  
• Webbased applications
  
• Client/server applications
  
• Computer/networking hardware
  
• Standard operating systems
  
• Common thirdparty software applications
  
• Internally developed custom applications
  
• Application integrations
  
• Networking protocols

Sills in:

• Strong customer service skills
  
• Excellent interpersonal written and oral communication
  
• Excellent problemsolving and attention to details

Ability to:

• Balance prioritize and organize multiple tasks
  
• Work collaboratively in teams and across organizations
  
• Synthesize feedback and adjust plans accordingly
  
• Build strong relationships inside and outside the organization
  
• Resolve incidents/problems efficiently and effectively recognizing customers competence levels and able to approach each level appropriately

Experience with ManageEngine Service Desk Plus is plus.

Associates degree plus three or more years of information technology experience (or equivalent experience).

The ability to secure and maintain a Arizona Level 1 Fingerprint Clearance Card; and the ability to secure and maintain clearance from the DCS Central Registry.

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
  
• 10 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
  
• Deferred compensation plan
  
• Wellness plans
  

By providing the option of a fulltime or parttime 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 programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page

Positions in this classification participate in the Arizona State Retirement System (ASRS). Enrollment eligibility will become effective after 27 weeks of employment.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contactingor by email at. Requests should be made as early as possible to allow time to arrange the accommodation. Should you have any further questions regarding the interview process you can reach out to a member of our recruitment team ator by email at. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.