Help Desk Analyst

DEPT OF HEALTH SERVICES The Arizona Department of Health Services promotes and protects the health of Arizona's children and adults. Our mission is to promote, protect, and improve the health and wellness of individuals and communities in Arizona. We strive to set the standard for personal and community health through direct care, science, public policy, and leadership. ADHS promotes alternative work schedules, flexible hours. We have positions that can fit any stage in your career; from entry to senior level. We offer a robust benefit package, including the ADHS Student Loan Assistance Program, where eligible employees can receive up to $300.00 per month for their outstanding student loans. Come check us out and see how you can make a difference in the lives of all Arizonans. HELP DESK ANALYST Job Location: Address: 150 N 18th Ave, Phoenix, AZ 85007 Posting Details: Pay Rate: $21.50 Per Hour Grade: 17 Job Summary: Duties and responsibilities include troubleshooting and resolving desktop hardware/software issues, handling user support tickets for IT problems, providing direct desktop assistance to staff, escalating complex cases, and maintaining accurate support documentation. Job Duties: Responsibilities include: * Troubleshoot and resolve desktop hardware and software issues. * Respond to and close user IT support tickets. * Provide direct desktop support and assistance to staff. * Escalate complex problems to senior IT or vendors. * Document support activities and maintain knowledge base. * Install, configure, and deploy desktop systems and software. * Perform routine system maintenance and updates. * Other duties as assigned as related to the position. Knowledge, Skills & Abilities (KSAs): Knowledge of: * Desktop hardware, Windows operating systems, and common software applications. * Basic networking principles and connectivity troubleshooting. * IT ticketing systems best practices and ticketing systems. Skilled in: * Strong customer service skills. * Providing effective technical support and assistance to users. * Managing and closing IT support tickets efficiently. * Documenting support activities and maintaining accurate records. * Installing, configuring, and deploying desktop systems and software. Ability to: * Demonstrated ability to balance, prioritize and organize multiple tasks. * Communicate clearly and courteously with non-technical users. * Work independently and escalate complex issues appropriately. * Deliver strong customer service in a fast-paced environment. Selective Preference(s): 1-2 years of hands-on experience providing desktop or help desk support. Basic knowledge of Windows operating systems and common business software. Demonstrated customer service skills in a support role. Experience using an IT ticketing system. Strong willingness to learn and work as part of a team. Pre-Employment Requirements: * Must possess a valid level one fingerprint clearance card issues pursuant to A.R.S. §36-113. 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: The State of Arizona provides an excellent comprehensive benefits package including: * 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 Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page Retirement: To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of total cost of the benefit. New State employees have a 27-week wait period for contributions to begin. Contact Us: The State of Arizona is an Equal Opportunity/ Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing View email address on click.appcast.io. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.