Job: Help Desk Analyst(Job Id 35843)

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Posted: 04/06/2018

Job Reference #: 35843

Job Description

02/16/2018
INFORMATION TECHNOLOGY 17
PHOENIX 29,008.00-40,523.00

Department of Economic Security

Providing Opportunity, Assistance and Care for Arizonans in need!

Help Desk Analyst

Division of Employment and Rehabilitation Services

3443 N. Central Ave

Phoenix, AZ 85012

www.azdes.gov

JOB SUMMARY:

This position will serve as a member of the Workforce Administration (WA) Information Technology (IT) Help Desk, and will provide assistance to automated systems users comprised of employers, the general public, Division of Employment and Rehabilitation Services (DERS) staff, and local partners.

JOB DUTIES: 

-          Assist staff and customers via phone or emails to the help desk

-          Research system issues and recommend corrective action including creating and running ADHOC reports to identify data issues and reviewing systems design documentation to verify original design specifications.

-          Perform systems administrator level tasks in AJC, JAS, TEAM, GUIDE, SIDES, and TWS

-          Test and evaluate data to verify accuracy of the system output for problem resolution or when assisting with systems enhancement or new application development

-          Document reported problems in the Help Desk log in order to keep track of issues, conduct follow ups and ensure timely resolution

KNOWLEDGE, SKILLS AND ABILITIES (KSAs):

Knowledge of:

-          Management principles, concepts and techniques, automated system design, and office procedures

-          Forms creation and help desk processes or procedures

-          Workforce programs, and local Workforce Investment Acts programs

-          Service offerings, customer service principles, and various computer software

Skill in:

-          Strong customer service skills

-          Excellent interpersonal, written and oral communication

Ability to:

-          Balance, prioritize and organize multiple tasks, work collaboratively in teams and across organizations

-          Synthesize feedback and adjust plans accordingly, and build strong relationships inside and outside the organization

-          Resolve incidents/problems efficiently and effectively, reorganize customers’ competency levels and approach each level appropriately

SELECTIVE PREFERENCE(S):

-          Associates degree and one to three years of information technology experience, six months of helpdesk or customer service experience

PRE-EMPLOYMENT REQUIREMENTS: 

-          Apply for and show proof of receipt of a valid Arizona Fingerprint Clearance Card that meets Level One requirements

-          Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees

-          Successfully pass background and reference checks. Employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions

BENEFITS: 

 The Department of Economic Security offers a comprehensive benefits package to include: 

-          Sick leave

-          Vacation with 10 paid holidays per year

-          Health and dental insurance

-          Retirement plan

-          Life insurance and long-term disability insurance

-          Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

RETIREMENT: 

Positions in this classification participate in the Arizona State Retirement System (ASRS). 

Please note, enrollment eligibility will become effective after 27 weeks of employment.

CONTACT US: 

If you have any questions please feel free to contact (602) 542-3807 for assistance.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting DES Human Resources Administration at (602) 771-2870. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.

 

Application Instructions

Please apply for this position by following the link provided below. A new window will open on your screen and you will be directed to the Arizona Department of Economic Security employment website.

Click here to apply with Arizona Department of Economic Security