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The Service Desk Analyst position requires one to have a passion to provide Starbucks quality customer service with some technical knowledge and skills to conduct preliminary troubleshooting techniques.
● Receive calls, emails and web inquiries for end users and/or external Help Desks. Create tickets in the ADEQ ticketing system.
● Log the calls, emails, and web inquiries into the ADEQ ticketing system and classify the ticket according to identified standard severity classifications.
● Provide entry level troubleshooting to uncover the specific functional problem of any issue.
● Image all devices (laptops, desktops, etc.), maintain accurate inventory, Investigate hardware and software issues with vendors and track warranty escalations.
● Update and maintain known issues knowledge base as appropriate. Document, update, and
communicate internal processes as required.
● Responds promptly to customer needs; takes a customer-centric approach to problem solving; solicits customer feedback to improve service; meets commitments; manages difficult or emotional customer situations; fosters relationships.
● Prioritizes and plans work activities; sets goals and objectives; uses time efficiently
● Ability to research and compile information
● Excellent interpersonal, written and oral communication skills
● Ability to respond to inquiries with tact, diplomacy, and appropriate timely information
● Microsoft Office and the G-Suite/Workplace skills
● Ability to work collaboratively in teams and across departments
● Effective time management skills
● Ability to adapt to changing assignments and priorities
● Problem-solving skills and attention to details
● Associate's Degree plus one to three years of IT experience OR Equivalent Experience
● Valid IT Certificates a plus
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).
Among the many benefits of a career with the State of Arizona, there are:
· 10 paid holidays per year
· Accrual of sick and annual leave beginning at 12 and 13 days per year respectively for full-time employees
· Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
· A top-ranked retirement program with lifetime pension benefits
· A robust and affordable insurance plan to include medical, dental, life, short-term and long-term disability
· An incentivized commuter club and public transportation subsidy program
· We promote the importance of work/life balance by offering workplace flexibility
· We offer a variety of learning and career development opportunities
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 work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.
Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page
ASRS Lifetime Benefits
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting HPO@azdeq.gov.
Requests should be made as early as possible to allow time to arrange the accommodation. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.
ARIZONA MANAGEMENT SYSTEM (AMS)
All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress. Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.
State employees are highly engaged, collaborative and embrace a culture of public service.
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.
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
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