State of Arizona · 11 hours ago
Service Desk Analyst
Phoenix, AZ
Full-time
Onsite
Entry Level
$51K/yr - $51K/yr
1+ years expThe State of Arizona's Department of Health Services is dedicated to promoting and protecting the health of Arizona’s children and adults. They are seeking a Service Desk Analyst who will act as a liaison between the CDC Vaccine Depot and VFC providers, ensuring proper vaccine storage and handling while providing technical assistance and support.
GovernmentOffice AdministrationPublic Relations
No H1B
Responsibilities
Facilitates the review of temperature logs and storage and handling practices in preparation for the approval of vaccine orders
Confers with agency staff and VFC/VFA providers statewide to establish and maintain effective, cooperative relationships as necessary to conduct work
Review and approval of VFC/VFA vaccine and seasonal influenza vaccine orders from providers using the Immunization registry as well as the CDC vaccine tracking system, (VTrckS). May provide technical assistance and conduct effectiveness reviews to ensure systems are applied and functioning as designed
Monitor annual VFC/VFA provider enrollment; ensure the timeliness of submission and completion of re-enrollment documentation for all VFC/VFA providers statewide; contact VFC/VFA providers who have not met the deadline for re-enrollment to assist them in expediting the process
Provide technical assistance and consultation to VFC/VFA providers on all responsibilities of the position including and not limited to vaccine ordering, returns, transfers, vaccine borrowing, dose accountability, annual provider re-enrollment, etc. Pro-actively track and monitor vaccine wastage for VFC/VFA providers statewide. Troubleshoot issues related to provider orders and returns
Conducts broad scope of program specific analyses of work processes, procedures and practices to devise the most effective and efficient methods of accomplishing work. May present recommendations to management, and coordinate implementation of process and system improvements
Other duties as assigned as related to the position
Qualification
Required
Knowledge of service offerings
Knowledge of customer service principles and processes
Knowledge of back-office server applications, desktop applications
Knowledge of web-based applications, computer/networking hardware
Knowledge of standard operating systems
Knowledge of common third-party software applications
Knowledge of networking protocols, and any other computer-related technologies
Knowledge of immunization help desk daily operations
Knowledge of immunization program requirements
Knowledge of resources available to help desk contacts and office staff
Knowledge to produce reports, graphs, and spreadsheets in various formats
Knowledge of Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies
Skill in strong customer service skills
Skill in excellent interpersonal, written and oral communication skills
Skill in strong problem-solving skills and attention to detail
Skill to provide leadership to other help desk team members
Skill to evaluate existing and proposed administrative policies, procedures, systems, and practices of the help desk
Skill to establish program improvement protocols
Skill to identify and analyze problems and determine effective solutions
Skill to maintain effective working relationships
Skill in accurate and detailed note taking of calls and email activities into a call tracking system
Skill in effective time management
Ability to build strong relationships inside and outside the organization and work with various levels of staff
Ability to learn new information and programs quickly
Ability to communicate effectively and with great tact both in writing and verbally
Ability to recognize the need for additional support within the team and provide that support in an appropriate and timely manner
Ability to resolve incidents/problems efficiently and effectively, recognizing customers' competence levels, and able to approach each level appropriately
Ability to support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination
Driver's License
Preferred
Associate's degree plus one to three years of information technology experience (or equivalent experience)
Spanish speaking, writing desired but not required
Benefits
Affordable medical and dental insurance plans
Paid vacation and sick time
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program)
10 paid holidays per year
Wellness program and plans
Life insurance
Short/long-term disability insurance
Defined retirement plan
Award winning Infant at Work program
Credit union membership
Transit subsidy
ADHS Student Assistance Pilot Program
Company
State of Arizona
As public servants, we deeply care about Arizona and are committed to facing the issues of our state head-on.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Aletha Della Rocco
Human Resources Business Partner, Talent Acquisition
George McNeely MBA
Chief Human Resources Officer - Arizona Department of Administration - Shared Services
Recent News
Phoenix Business Journal
2025-01-11
The Arizona Republic
2024-01-27
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