Service Desk Analyst Senior

SERVICE DESK ANALYST SENIOR

Job Location:

Papago Park Military Reservation (PPMR), Phoenix, AZ.

Posting Details:
Salary:
Up to $29.6109 per hour (DOE)

Grade: 21

Closing Date:
February 26, 2026

This position provides Tier 1/Tier 2 customer support to users of supported Information Technology/Information Management systems. Responsible for assisting customers with the resolution of problems encountered. Identifies the nature of customer problems, to include loss of service, impact to the customer and the customer's needs for a resolution. Provides help desk services to over 1,800 customers by serving as a primary point of contact for problem resolution or direct inquiries.

Actively participates in promoting a continuous improvement of workplace culture, through the use of teamwork, root cause problem solving, standard operating procedures, and review of performance metrics.

Responsibilities include:

• Serves as a technical specialist on all automated systems utilized throughout the state. Provides solutions to customer requests for assistance in resolving complex hardware and software problems. Systems supported include desktops, laptops, tablets, printers, scanners, monitors and other portable communications devices.
• Troubleshoots problems and implements changes on multiple computer platforms. Diagnoses system failures to isolate source of problems between equipment, system software, and application programs. Provides solutions by modifying codes, devising fixes, documenting problems and advising responsible party. Interacts with peers and vendors to resolve hardware and software problems and reports unresolved problems.
• Installs and configures workstation and/or network operating systems and applications software on a wide range of computer platforms. Configures a wide variety of devices requiring diverse interfaces and device drivers in multiple operating system environments using a wide variety of hardware platforms.
• Implements systems software changes, operating system releases and maintains the operational status of systems. Coordinates with system developers to resolve solutions to hardware and/or software malfunctions.
• Analyzes, evaluates, and recommends hardware/software changes to various computer systems. Considers factors such as compatibility with standard systems, conversion or implementation costs, and impact on existing equipment. Installs, configures and tests products and equipment being reviewed.

Knowledge of:

• A variety of operating systems (ex. Windows 7, Windows 10, Unix etc.) on desktop and server.
• Customer service and support principles and methods used to deliver a wide range of customer support services.
• System software, hardware and networking and how they all interconnect/work together.
• Network configuration techniques, computer equipment and assigned system software.
• Computer systems installed in customer organizations along with the customer's automation needs to participate in the planning and delivery of a full range of IT customer support services.
• Principles and methods used for planning and managing the implementation, update, and integration of information system components.

Skilled in:

• Troubleshooting problems and implementing changes on multifaceted and interdependent computer platforms.
• Modifying application code and devising software patches or workarounds, documenting problems and advising the responsible party on support issues.
• Performance tuning tools and techniques that are used to optimize systems functionality in order to meet installation systems requirements.
• System software, IT Security principles and functional application software used throughout the state.

Ability to:

• Apply troubleshooting and data analysis methods to resolve a wide variety of computer/printer problems.
• Interact with individuals at all levels throughout the organization.
• Prioritize workload based on customer needs and impact to the organization.

The KSAs specified would be acquired through any combination of education, training and experience that meets the knowledge and abilities described. Includes completion of…