DIVISION OF TECHNOLOGY SERVICES (DTS)
1400 WEST WASHINGTON STREET, PHOENIX, ARIZONA 85007

Salary: $43,981 to $63,695 

Grade: 21

Closing Date: August 26, 2026

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view ‘Our DES’ video. Come Join the DES Team!

The Department of Economic Security, Division of Technology Services (DTS), is seeking an experienced and highly motivated professional to join our team as a Service Desk Analyst Senior responsible for providing advanced level troubleshooting to uncover the specific functional problem(s) of an issue and provide problem resolution for complex issues in a timely manner or escalate tickets to management or next support tier as appropriate. This position responds to incoming tickets assigned to DTS Tier-2 related to (but not limited to): desktop computers, laptops, thin clients, monitors, peripheral devices, printers, mobile phones, and the installation/support of any/all Agency approved software applications and their related configurations.

This position may offer the ability to work remotely within Arizona based upon the department's needs and continual meetings of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Essential Duties and Responsibilities include but are not limited to:
• Distributing workload to the unit, developing work plans for new projects (Rollouts, migrations to new platforms, software, hardware, etc.).
• Completing needs assessments with clients, configuration and ordering equipment.
• Assisting in the facilitation of team meetings to track and report team projects to manager.
• Installation, operation, maintenance and management of DTS Local Area Network (LAN), and various business systems implemented within the LAN.
• Ensuring all fixes, changes, upgrades and lessons learned are well documented and easily retrieved.
• Leads the provision of technical support, training and application assistance to LAN/PC users to include interaction with internal clients to resolve escalated help desk issues, trouble calls and e-mail.
• Tactful communication of difficult, sensitive information to the team and customers.
• Mentoring those with less experience through formal and informal channels.
• Showing leadership by example, while fostering and encouraging a team environment within the unit.
• Preparing documents for software and hardware related to PC Support.
• Updating existing documentation as needed.
• Maintaining and updating end-user mobile devices as needed, including but not limited to Smartphones, Tablet PCs, etc. Protect and Coach end-users in proper agency Security and Responsible use policies.
• Assisting users with setting up and troubleshooting mobile devices such Apple and Android devices.
• Overseeing inventory and management of hardware, software, software licenses, and other IT supplies.
• Responsible for warehouse inventory maintenance and reconciliation.
• Receiving and accepting into inventory computer devices (PCs, peripherals, printers, etc) as well as participating in the imaging production and deployment process.

Knowledge of:
• Leadership and teamwork principles.
• Principles, capabilities, and operation of networked devices such as servers, PC’s, network and communications devices which would include workstations and network interface cards.
• Desktop management, monitoring of application management, physical and software security solutions, virus protection, software distribution, and general version control.
• Knowledge of Current and Supported Operating Systems and Applications, including but not limited to Windows 10, MS Office 365, Google platform as well as network protocols such as TCP/IP.
• Virtual Machines and Virtual Computing.
• Setting up mobile devices for both iOS and Android.
• Vendor technologies, in-house developed applications and client computing hardware also necessary.

Skills In:
• Integration of hardware and software components to effectively analyze, evaluate and draw logical conclusions.
• Solving complex PC related problems.
• Effective communication.
• Planning, organizing and coordinating complex technical activities.
• Diagnosing and resolving hardware, software, operating and configuration problems.
• Developing and publishing policies and procedures for LAN/PC usage.
• Diagnosing and resolving issue with Virtual desktop platforms which include Horizon Vmware as well as Azure.

Ability to:
• Communicate, both orally and in writing, with technical and non-technical staff.
• Continually learn in an ever-changing environment.
• Work Independently to solve difficult technical issues.
• Understand as well as comply with software standards.
• Follow all departmental policies.
• Adapt to an ever-changing environment.
• Identify opportunities and implement solutions to improve efficiency and reduce waste.
• Maintain Confidentiality.
• Build and maintain effective professional relationships.

This ideal candidate for this position will have:

• 1-3 years of experience providing diagnostic and troubleshooting support in a client desktop, cross platform environment, OR any equivalent combination of experience and/or education from which comparable knowledge and skills.
• A+ Certification, Microsoft Certified Professional

• Associate's degree plus three or more years of information technology experience (or equivalent experience).
• Employee shall obtain and maintain a valid Level One fingerprint clearance card that meets DES requirements for a Level One card pursuant to Arizona Revised Statute 41-1969.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• This position may require 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. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Paid vacation and sick time
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

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

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

For questions about this career opportunity, please contact us at email OODHRstaffing@azdes.gov.

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 contacting OODHRStaffing@azdes.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.