SERVICE DESK ANALYST

SERVICE DESK ANALYST Job No: 529295 Work Type: Full-time Location: PHOENIX Categories: Environment/Air/Water/Waste, Information Technology/Services DEPT OF ENVIRONMENTAL QUALITY We are looking for results-oriented, driven individuals with a thirst for problem solving. At Arizona Department of Environmental Quality (ADEQ) our mission is to protect and enhance public health and the environment in Arizona. Through consistent, science-based environmental regulation; and clear, equitable engagement and communication; with integrity, respect and the highest standards of effectiveness and efficiency. Because Arizonans treasure the unique environment of our state and its essential role in sustaining well-being and economic vitality, today and for future generations. We are currently looking for employees who are committed to our Agency, passionate to excel in their career and engaged in our mission. Only this caliber of employee will be successful in driving our Agency towards accomplishing our mission SERVICE DESK ANALYST Job Location: Address: 1110 W. Washington Street, Phoenix, AZ 85007 Mission Partners Division Posting Details: Salary: $50K - $55K Grade: 19 Closing Date: Open Until Filled This position is based out of the Phoenix Office. Job Summary: 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. Job Duties: 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 Knowledge, Skills & Abilities (KSAs): 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 Selective Preference(s): Associate's Degree plus one to three years of IT experience OR Equivalent Experience Valid IT Certificates a plus Pre-Employment Requirements: 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). Benefits: 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 Retirement: ASRS Lifetime Benefits Contact Us: Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting HPOazdeq.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. Advertised: 07 Oct 2024 US Mountain Standard Time Applications close: