Remote Service Desk Analyst – IT Support & Troubleshooting

State of Arizona; Phoenix (AZ); Hybrid; USD 45,000 - 51,000; Full time

Benefits offered by this job

Paid holidays

Paid vacation and sick leave

Parental Leave

Remote work option

Tuition Reimbursement

Job summary

State of Arizona, Department of Economic Security, is seeking a Service Desk Analyst in Phoenix to provide front-line support for web-based and mainframe applications. You will troubleshoot, log and track incidents, and collaborate with staff, partners, and the public to maintain service quality.

The role requires IT problem-solving skills, strong communication, and the ability to work in a fast-paced government environment.

Qualifications

• Associate’s degree in IT and 3+ years IT help desk experience.
• Experience troubleshooting web-based, mainframe, and desktop applications.
• Proficiency with ticketing systems and documenting resolutions.
• Strong written and verbal communication, with customer service focus.

Responsibilities

• Troubleshoot, analyze, and diagnose web-based and mainframe problems; resolve or escalate as needed.
• Open, monitor, work, and close tickets; communicate status to users and stakeholders.
• Research production issues; identify patterns; prepare communications about system availability.
• Write system documentation, support procedures, and test results.
• Participate in project design and planning; document requirements and test outcomes.

Skills

Customer service

Interpersonal communication

Written communication

Oral communication

Time management

Organizational skills

Problem solving

Analytical thinking

Documentation

Microsoft Office

Google Workspace

Education

Associate’s degree in Information Technology

Tools

Microsoft Office

Google Sheets

Job description

State of Arizona, Department of Economic Security, is seeking a Service Desk Analyst in Phoenix to provide front-line support for web-based and mainframe applications. You will troubleshoot, log and track incidents, and collaborate with staff, partners, and the public to maintain service quality.

The role requires IT problem-solving skills, strong communication, and the ability to work in a fast-paced government environment.