Senior IT Service Desk Specialist

AZ State Jobs; Phoenix (AZ); On-site; USD 23,000 - 40,000; Full time

Benefits offered by this job

Sick leave

Holiday pay

Health/dental insurance

Retirement plan

Life insurance and long-term disabled

Job summary

The Department of Emergency and Military Affairs (DEMA) seeks a Senior Service Desk Analyst to deliver frontline IT support for end-user devices and software at Papago Park Military Reservation, Phoenix. Responsibilities include ticket management, issue resolution, and user training to improve service delivery.

Candidates should have an associate degree plus IT experience, strong communication, and customer-service focus. In-state travel is required; state benefits apply.

Qualifications

• Associate's degree plus 1–3 years IT experience.
• Experience with Windows, Google Workspace, Office 365, and Adobe Creative Cloud.
• Strong customer service and communication skills.

Responsibilities

• Provide tier 1 technical assistance for end-user computer systems and software.
• Monitor help desk ticketing system; disposition, track, and escalate tickets as needed.
• Diagnose issues; guide users through problem resolution and document steps.

Skills

Customer service

Problem-solving

Written/verbal communication

Multi-tasking

Organizational skills

Conflict resolution

Confidentiality

Team collaboration

Customer focus

Education

Associate's degree

Tools

Ticketing system

Remote support tools

Job description

The Department of Emergency and Military Affairs (DEMA) seeks a Senior Service Desk Analyst to deliver frontline IT support for end-user devices and software at Papago Park Military Reservation, Phoenix. Responsibilities include ticket management, issue resolution, and user training to improve service delivery.

Candidates should have an associate degree plus IT experience, strong communication, and customer-service focus. In-state travel is required; state benefits apply.