Help Desk Analyst

<table style="height: 17px; width: 100%; border-collapse: collapse; background-color: #4373BA" border="1"> <tbody> <tr style="height: 17px"> <td style="width: 100%; height: 17px"> <div class="job-header"> <h1 style="text-align: center"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 24pt;="" color:="" #ffffff"="">DEPARTMENT OF CHILD SAFETY</span></h1> <h2 style="text-align: center"><span style="font-family: " times="" new="" roman",="" times,="" serif"=""><em><span style="font-size: 12pt; color: #FFFFFF">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.</span></em></span></h2> </div> </td> </tr> </tbody> </table> <h3 dir="ltr" style="text-align: center"><span style="font-size: 24pt; font-family: " times="" new="" roman",="" times,="" serif"=""><strong>Help Desk Analyst</strong></span></h3> <div class="job-divider"> <table style="width: 100%; border-collapse: collapse; background-color: #D4D4D4" border="1"> <tbody> <tr> <td style="width: 100%"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Job Location:</span></td> </tr> </tbody> </table> </div> <div class="job-content"> <h4 style="text-align: center"><span style="font-family: times new roman, times, serif"><span style="font-size: 16px"><span style="font-family: " times="" new="" roman",="" times,="" serif"="">INFORMATION TECHNOLOGY<br>3003 N Central Ave Phoenix, AZ 85012</span></span></span></h4> </div> <div class="job-divider"> <table style="width: 100%; border-collapse: collapse; background-color: #D4D4D4" border="1"> <tbody> <tr> <td style="width: 100%"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Posting Details:</span></td> </tr> </tbody> </table> </div> <div class="job-content"> <h4 style="text-align: center"><span style="font-family: times new roman, times, serif"><span style="font-size: 16px">Salary: $20.6250 HRLY/#42,900.00 Salary <br></span></span></h4> <h4 style="text-align: center"><span style="font-family: times new roman, times, serif"><span style="font-size: 16px">Grade: 17<br></span></span></h4> <h4 style="text-align: center"><span style="font-family: times new roman, times, serif"><span style="font-size: 16px">Closing Date: June 25, 2026</span></span></h4> </div> <div class="job-divider"> <table style="width: 100%; border-collapse: collapse; background-color: #D4D4D4" border="1"> <tbody> <tr> <td style="width: 100%"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Job Summary:</span></td> </tr> </tbody> </table> </div> <div class="job-content"> <p><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">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. </span></p> </div> <div class="job-divider"> <table style="width: 100%; border-collapse: collapse; background-color: #D4D4D4" border="1"> <tbody> <tr> <td style="width: 100%"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Job Duties:</span></td> </tr> </tbody> </table> </div> <div class="job-content"> <ul> <li style="text-align: left"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Receives calls, emails and web inquiries for end users and /or other external Help Desks.<br>Logs call, email or web inquiry into a ticket management system and classifies the ticket according to identified standard severity classifications.<br></span></li> <li style="text-align: left"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Ensures customer contact information is current in ticket management system.<br></span></li> <li style="text-align: left"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Provides answers to simple frequently asked questions.<br></span></li> <li style="text-align: left"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Routes inquiries to appropriate individuals/groups in the organization for triage and/or resolution.<br></span></li> <li style="text-align: left"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Updates and maintains issues knowledge base as appropriate.<br></span></li> <li style="text-align: left"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Monitors internal customer help desk ticketing system.<br></span></li> <li style="text-align: left"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Other duties as assigned as related to the position. </span></li> </ul> </div> <div class="job-divider"> <table style="width: 100%; border-collapse: collapse; background-color: #D4D4D4" border="1"> <tbody> <tr> <td style="width: 100%"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Knowledge, Skills & Abilities (KSAs):</span></td> </tr> </tbody> </table> </div> <div class="job-content"> <p><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Knowledge of: </span></p> <ul> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Vendor technologies, in-house developed applications and client computing hardware including, but not limited to; <br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Customer service principles<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Various computer software applications<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Personal computers<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Basic functional characteristics and capabilities of operating systems for Windows<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Basic wireless networking functionality and capability<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Basic functional characteristics and capabilities of desktop/laptop support and troubleshooting</span></li> </ul> <p><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Skills in:<br></span></p> <ul> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Strong customer service<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Excellent interpersonal, written and oral communication<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Basic troubleshooting in computer hardware and software<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Using software utilities and monitors</span></li> </ul> <p><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Ability to: <br></span></p> <ul> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Balance, prioritize and organize multiple tasks<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Work collaboratively in teams and across organizations<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Synthesize feedback and adjust plans accordingly<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Build strong relationships inside and outside the organization<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">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<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Identify opportunities for use of solutions to improve efficiency and reduce waste<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">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<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Work within guidelines of established methods; and obtain, clarify and provide information within established parameters<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Prioritize and plan work activities; set goals and objectives; use time efficiently; and communicate activities and results as appropriate<br></span></li> <li><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Regularly provided specific instructions to complete tasks; and regularly participate in reviews of assigned and completed tasks</span></li> </ul> </div> <div class="job-divider"> <table style="width: 100%; border-collapse: collapse; background-color: #D4D4D4" border="1"> <tbody> <tr> <td style="width: 100%"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Selective Preference(s):</span></td> </tr> </tbody> </table> </div> <div class="job-content"> <p><span style="font-family: " times="" new="" roman",="" times,="" serif"=""><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">N/A</span></span></p> </div> <div class="job-divider"> <table style="width: 100%; border-collapse: collapse; background-color: #D4D4D4" border="1"> <tbody> <tr> <td style="width: 100%"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Pre-Employment Requirements:</span></td> </tr> </tbody> </table> </div> <div class="job-content"> <p><span style="font-family: " times="" new="" roman",="" times,="" serif"=""><span style="font-size: 12pt">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 R2-10-207.11). 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. <br>(Arizona Administrative Code Revised 1/29/2020)<br><br>The preferred candidate will have a Associate’s degree plus one to three years of experience in desktop support (or equivalent experience preferred)<br><br>The ability to secure and maintain a Arizona Fingerprint Clearance Card; and the ability to secure and maintain clearance from the DCS Central Registry.</span></span></p> <p><span style="font-family: " times="" new="" roman",="" times,="" serif"=""><span style="font-size: 12pt"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"=""><span>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: <a href="https://publicstorage.dc4.pageuppeople.com/1045/ClientPublicFile/3601803f-02e5-4b70-b325-26c8ef309c1b.pdf" target="_blank" rel="noopener noreferrer">Driver’s License Requirements.</a></span></span><br></span></span></p> <p><span style="font-family: " times="" new="" roman",="" times,="" serif"=""><span style="font-size: 12pt">All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).</span></span></p> </div> <div class="job-divider"> <table style="width: 100%; border-collapse: collapse; background-color: #D4D4D4; height: 17px" border="1"> <tbody> <tr style="height: 17px"> <td style="width: 100%; height: 17px"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Benefits:</span></td> </tr> </tbody> </table> </div> <div class="job-content"> <p><span style="font-family: " times="" new="" roman",="" times,="" serif"=""><span style="font-size: 12pt">The State of Arizona provides an excellent comprehensive benefits package including:<br>• Affordable medical, dental, life, and short-term disability insurance plans<br>• Top-ranked retirement and long-term disability plans <br>• 10 paid holidays per year<br>• Vacation time accrued at 4:00 hours bi-weekly for the first 3 years<br>• Sick time accrued at 3:42 hours bi-weekly <br>• Deferred compensation plan<br>• Wellness plans</span></span></p> <p><span style="font-family: " times="" new="" roman",="" times,="" serif"=""><span style="font-size: 12pt"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">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.</span></span></span></p> <p><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Learn more about the Paid Parental Leave program <a title="Paid Parental Leave Pilot Program" href="https://hr.az.gov/about/resources/family-leave-expansion" target="_blank" rel="noopener noreferrer">here</a>. For a complete list of benefits provided by <span>The State of Arizona, please visit our <a href="https://benefitoptions.az.gov/jobseekers" target="_blank" rel="noopener noreferrer">benefits page</a></span></span></p> </div> <div class="job-divider"> <table style="width: 100%; border-collapse: collapse; background-color: #D4D4D4" border="1"> <tbody> <tr> <td style="width: 100%"><span style="font-family: " times="" new="" roman",="" times,="" serif"=""><span style="font-size: 12pt">Retirement</span>:</span></td> </tr> </tbody> </table> </div> <div class="job-content"> <p><span style="font-family: " times="" new="" roman",="" times,="" serif"=""><span style="font-size: 12pt">Positions in this classification participate in the Arizona State Retirement System (ASRS). Enrollment eligibility will become effective after 27 weeks of employment.</span></span></p> </div> <div class="job-divider"> <table style="width: 100%; border-collapse: collapse; background-color: #D4D4D4" border="1"> <tbody> <tr> <td style="width: 100%"><span style="font-family: " times="" new="" roman",="" times,="" serif;="" font-size:="" 12pt"="">Contact Us:</span></td> </tr> </tbody> </table> </div> <div class="job-content"> <p><span style="font-family: " times="" new="" roman",="" times,="" serif"=""><span style="font-family: " times="" new="" roman",="" times,="" serif"=""><span style="font-size: 12pt">Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-255-3141 or by email at ADA@AZDCS.GOV. Requests should be made as early as possible to allow time to arrange the accommodation. Should you have any further questions regarding the interview process you can reach out to a member of our recruitment team at 602-255-2903 or by email at recruiting@azdcs.gov. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.</span></span></span></p> </div>