Service Desk Analyst

Your Partner For A Stronger Arizona. DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona. DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

Child and Community Services Division (CCSD)
1789 West Jefferson Street, Phoenix, Arizona 85007

Salary: $45,000 - $51,393
Grade: 19
Closing Date:
October 25, 2026

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view ‘Our DES’ video.

The Department of Economic Security, Child and Community Services Division (CCSD) is seeking an experienced and highly motivated professional to join our team as a Service Desk Analyst. It will be responsible for performing help desk activities for web-based, and mainframe applications utilized by the divisional staff, employers, and the general public. The duties will include troubleshooting, researching, analyzing, and diagnosing issues reported to the Help Desk, Ticketing System, etc.

and identify and implement a solution for the user. Report potential issues that could lead to disruptions in the delivery of services provided by the division. The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, commissions, many State employees participate in the State's 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.

Essential Duties and Responsibilities include but are not limited to:

• Troubleshoot, analyze, and diagnose web-based, mainframe and software application problems; complete resolution activities (answer questions, log into a ticket system following procedures, user validation that the problem has been corrected or refer to other help desk as appropriate (i.e. problems identified as network, PC/Hardware, server support or security related, etc.).
• Open, monitor, work, and close tickets in a ticket tracking system respond promptly to customer needs. Monitor calls including tickets entered in the ticket tracking system for problems referred to other help desks; verify user information, communicate outstanding issues & status resolution to users and supervisors, programming support staff, other government agencies, and community partners as applicable to meet commitments.
• Research and analyze a wide range of production problems, identify treads or patterns to provide technical assistance or determine if automated system modifications and/or enhancements are required to improve service, efficiency, and reduce waste. Prepare and issue communications statewide regarding system availability and/or known issues.
• Monitor a variety of system reports and resolve production issues and inconsistencies, research and resolve application errors. Write system documentation and support procedures, production issue reports, and detailed help desk call information.
• Participate in design and planning of projects by analyzing business processes, organizational procedures, workflow, and information requirements; document business requirements; complete testing activities, analyze expected test results, write and maintain technical documentation and test outcomes. May require development of oral and/or written presentations for a wide variety of audiences for technical and non-technical aspects.

Knowledge of:

• Agency's mission, goals, policies, procedures, and business processes
• Customer service principles and processes
• Problem resolution and troubleshooting techniques
• Computer systems and applications
• English language for sentence structure, composition, content, spelling, and grammar
• Analysis and communication practices
• Automated, web-based, desktop application
• Computer/network hardware, standard operating procedures, network protocols, and computer related technologies

Skills In:

• Strong customer service skills…