Senior Service Desk Analyst — IT Support Lead (State Agency)

AZ State Jobs; Phoenix (AZ); On-site; USD 84,034,000 - 85,824,000; Full time

Benefits offered by this job

Sick leave

Vacation with holidays

Health and dental insurance

Retirement plan

Life insurance and long-term disabled

Job summary

The Department of Emergency and Military Affairs Senior Service Desk Analyst provides tier 1 technical assistance for end-user computer systems and software. The role logs and tracks requests, identifies problems, and develops client-focused solutions to improve agency IT operations.

The position requires monitoring the help desk system, handling tickets via phone, email, or ticketing, and escalating complex issues when needed.

Qualifications

• Tier 1 technical assistance for end-user computer systems and software.
• Experience with common office software and remote problem-solving.

Responsibilities

• Provide tier 1 support for end-user computing issues.
• Monitor help desk tickets and disposition new tickets.
• Escalate complex issues to higher tiers as appropriate.
• Communicate resolutions to customers via phone, email, or ticketing.
• Document updates and steps for problem resolution.

Skills

Customer service

Technical support

Communication

Remote support

Ticketing systems

Education

Associate degree

Tools

Windows

Google Workspace

Office 365

Adobe CC

Job description

The Department of Emergency and Military Affairs Senior Service Desk Analyst provides tier 1 technical assistance for end-user computer systems and software. The role logs and tracks requests, identifies problems, and develops client-focused solutions to improve agency IT operations.

The position requires monitoring the help desk system, handling tickets via phone, email, or ticketing, and escalating complex issues when needed.