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State of Arizona · 12 hours ago

SERVICE DESK ANALYST SENIOR

Flagstaff, AZ

Full-time

Onsite

Mid, Senior Level

$21.14/hr - $29.61/hr

2+ years exp

The State of Arizona's Department of Emergency & Military Affairs (DEMA) is seeking a Senior Service Desk Analyst to provide Tier 1/Tier 2 customer support for Information Technology systems. This role involves troubleshooting hardware and software issues, assisting over 1,800 customers, and ensuring operational status of systems.

GamingGovernmentVideo Games

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

Troubleshoot problems and implement 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

Other duties as assigned as related to the position (typically 5% - 10%)

Qualification

Operating systemsTroubleshootingCustomer supportNetwork configurationSystem softwareIT Security principlesData analysisPerformance tuningWorkload prioritizationApplication code modificationDocumentationInterpersonal skills

Required

Possession of and ability to retain a current, valid Arizona state-issued driver's license appropriate to the assignment

Must be a U.S. citizen

Candidates for this position will be required to submit to a criminal background investigation

Possess the ability to achieve a favorable Tier 3 investigation for the purpose of obtaining/maintaining a Secret clearance eligibility and Common Access Card (CAC) within one year of hire

Must have the ability to obtain Security+ certification to be 8570 compliant or ability to obtain certification within 6 months of filling position or must be 8140 compliant

Experience in providing Tier 1/Tier 2 customer support to users of supported Information Technology/Information Management systems

Knowledge of a variety of operating systems (ex. Windows 10, Windows 11, Unix etc.) on desktop and server

Knowledge of customer service and support principles and methods used to deliver a wide range of customer support services

Knowledge of system software, hardware and networking and how they all interconnect/work together

Knowledge of network configuration techniques, computer equipment and assigned system software

Knowledge of computer systems installed in customer organizations along with the customer's automation needs

Knowledge of 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

Skilled in modifying application code and devising software patches or workarounds

Skilled in documenting problems and advising the responsible party on support issues

Skilled in using performance tuning tools and techniques that are used to optimize systems functionality

Skilled in using 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

Ability to interact with individuals at all levels throughout the organization

Ability to prioritize workload based on customer needs and impact to the organization

Preferred

A degree in Information Technology

2 years minimum experience in IT

Security+ certification

A+ certification

Benefits

Sick leave

Vacation with 10 paid holidays per year

Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program)

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

Eligible DEMA employees participate in excellent retirement programs provided by the Arizona State Retirement System (ASRS) and for fire personnel the Public Safety Personnel Retirement System (PSPRS)