Service Desk Analyst

Service Desk Analyst Technical Support

Location: Phoenix AZ (Hybrid onsite first 7 10 days then remote)
Agency: Arizona Department of Economic Security (AZDES) Division of Technology Services (DTS)
Start Date: March 2 2026
Duration: 6 Months
Hours: Monday Friday 8:00 AM 5:00 PM
Type: Staff Augmentation Hourly
Local Candidates Only

The Arizona Department of Economic Security (DES) is seeking an experienced Service Desk Analyst to join the DTS Resolution Center. This role provides Level 1 technical support through phone email chat and ticketing systems for a wide range of IT services including desktop support software support account administration and device troubleshooting.

Candidates must be local to Phoenix AZ available for in person interviews within one week of posting close and able to start within two weeks of an offer.

• Provide timely Level-1 support for hardware software networking voice and mobile services to agency personnel.
• Manage and resolve requests submitted via phone queues self-service ticketing email and chat.
• Troubleshoot workstation peripheral printer VPN and application issues using available tools and resources.
• Offer assistance with Active Directory Google accounts Microsoft Office Google Workspace and agency-standard applications.
• Serve as the primary point of contact for assigned tickets and ensure accurate documentation and timely resolution.
• Escalate issues to higher-level support teams when necessary.
• Create and update incident/request tickets with detailed customer interactions and resolution steps.
• Contribute to documentation by creating or updating knowledge base articles.
• Identify trends in reported issues and recommend process or documentation improvements.
• Participate in projects focused on improving efficiency customer experience and internal processes.

• Windows Operating Systems
• ServiceNow or similar ticketing systems
• Microsoft Office Suite (Word Excel Outlook PowerPoint)
• Google Workspace (Gmail Drive G-Suite tools)

• 2 years providing technical support in a call center environment
• 2 years providing hands-on desktop support
• Strong Level-1 troubleshooting and customer service experience

• Active Directory support
• Remote / virtual desktop environments
• ServiceNow
• Google Workspace administration
• Industry certifications (A Microsoft Google Hardware/Software support Customer Service)

• Travel: Not required
• Security Clearance: Required
• Work Arrangement: Hybrid (initial onsite training then remote)