Help Desk Analyst

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 Arizona's children through prevention, services, and support.
Help Desk Analyst

Job Location:

Posting Details:

Job Summary:

The Help Desk Analyst provides service to all DCS offices statewide and to external providers contracted to do work for DCS. Under general supervision, this position will have varied and complex technical assignments providing Level 1 and Level 2 support of the DCS end users.

Job Duties:

• Receives calls, emails and web inquiries for end users and /or other external Help Desks.
  Logs call, email or web inquiry into a ticket management system and classifies the ticket according to identified standard severity classifications.
• Ensures customer contact information is current in ticket management system.
• Provides answers to simple frequently asked questions.
• Routes inquiries to appropriate individuals/groups in the organization for triage and/or resolution.
• Updates and maintains issues knowledge base as appropriate.
• Monitors internal customer help desk ticketing system.
• Other duties as assigned as related to the position.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• Vendor technologies, in-house developed applications and client computing hardware including, but not limited to;
• Customer service principles
• Various computer software applications
• Personal computers
• Basic functional characteristics and capabilities of operating systems for Windows
• Basic wireless networking functionality and capability
• Basic functional characteristics and capabilities of desktop/laptop support and troubleshooting

Skills in:

• Strong customer service
• Excellent interpersonal, written and oral communication
• Basic troubleshooting in computer hardware and software
• Using software utilities and monitors

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
• Respond promptly to customer needs; take a customer-centric approach to problem solving; solicit customer feedback to improve service; respond to requests for service and assistance; and meet commitments
• Identify opportunities for use of solutions to improve efficiency and reduce waste
• Focus on solving conflict; maintain confidentiality; listen to others without interrupting; keep emotions under control; and remain open to others' ideas and tries new things
• Work within guidelines of established methods; and obtain, clarify and provide information within established parameters
• Prioritize and plan work activities; set goals and objectives; use time efficiently; and communicate activities and results as appropriate
• Regularly provided specific instructions to complete tasks; and regularly participate in reviews of assigned and completed tasks

Selective Preference(s):

N/A

Pre-Employment Requirements:

Requires the possession of and ability to retain a current, valid state-issued driver's license appropriate to the assignment. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records and must complete any driver training (see Arizona Administrative Code R). Employees may be required to use their own transportation as well as maintain valid motor vehicle insurance and current Arizona vehicle registration.

Mileage may be reimbursed, if applicable.

(Arizona Administrative Code Revised 1/29/2020)

The preferred candidate will have a Associate's degree plus one to three years of experience in desktop support (or equivalent experience preferred)

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

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:
Driver's License Requirements.

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

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

• Affordable medical, dental, life, and short-term disability insurance plans
• Top-ranked retirement and long-term disability plans
• 10 paid holidays per year
• Vacation time accrued at 4:00 hours bi-weekly for the first 3 years
• Sick time accrued at 3:42 hours bi-weekly
• Deferred compensation plan
• Wellness plans

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…