Service Desk Analyst
New
A
Arizona Department of Economic SecurityIT support
All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.Full-TimeMiddle
Salary45,000 - 51,393 USD per year
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Job Details
- Experience
- Associate’s degree plus three or more years of information technology experience (or equivalent experience).
- Required Skills
- Microsoft AccessMicrosoft ExcelCustomer serviceGoogle SheetsTroubleshooting
Requirements
- Associate’s degree plus three or more years of information technology experience, or equivalent experience.
- Knowledge of customer service principles, problem resolution, and troubleshooting techniques.
- Knowledge of computer systems and applications, including automated, web-based, and desktop applications.
- Knowledge of computer and network hardware, network protocols, and related technologies.
- Strong customer service skills, including effective listening and problem resolution with attention to detail.
- Excellent interpersonal, written, and oral communication skills.
- Ability to analyze complex issues and reach logical conclusions.
- Ability to manage and prioritize multiple tasks and follow up on unresolved issues.
- Ability to handle high-volume phone calls and resolve issues under pressure.
- Experience with Microsoft Office, including Access and Excel, and Google email and Sheets.
- Obtain and maintain a valid Level One fingerprint clearance card that meets DES requirements.
- A current, valid, class-appropriate driver’s license is required if driving or using a vehicle is an essential function of the position.
Responsibilities
- Troubleshoot, analyze, and diagnose web-based, mainframe, and software application problems, resolve issues, and refer issues to other help desks when appropriate.
- Open, monitor, work, and close tickets in the ticket tracking system, and respond promptly to customer needs.
- Verify user information and communicate outstanding issues and resolution status to users, supervisors, programming support staff, other government agencies, and community partners.
- Research production problems, identify trends or patterns, and determine whether system modifications or enhancements are needed.
- Prepare and issue statewide communications regarding system availability and known issues.
- Monitor system reports and resolve production issues, inconsistencies, and application errors.
- Write system documentation, support procedures, production issue reports, and detailed help desk call information.
- Analyze business processes and workflow, document business requirements, complete testing activities, and maintain technical documentation and test outcomes.
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