About the Role
Title:SERVICE DESK ANALYST
529295
PHOENIX
DEPT OF ENVIRONMENTAL QUALITY
Full-time
Job Location:
Address: 1110 W. Washington Street, Phoenix, AZ 85007
Mission Partners Division
Posting Details:
Salary: $50K – $55K
Grade: 19
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).