Job No: 543918
Work Type: Full-time
Location: PHOENIX
Categories: Information Technology/Services
DEPT OF EMERGENCY AND MILITARY AFFAIRS The Department of Emergency & Military Affairs (DEMA), led by The Adjutant General, provides emergency management and military capabilities to the citizens of Arizona and the nation. The Emergency Management Division consists of three sections-operations, preparedness, and financial administration. Each section works collaboratively across the agency and with external partners to manage emergency responses and reduce the impacts of disasters. Additionally, DEMA is the headquarters for the Arizona National Guard, the primary combat reserve of the United States military. The Arizona Army and Air National Guard provide military forces and equipment to accomplish community, state, and federal missions.
SENIOR SERVICE DESK ANALYST
Job Location:
Papago Park Military Reservation (PPMR), Phoenix, AZ
Posting Details:
Salary: Up to $29.6109 per hour (DOE)
Grade: 21
Closing Date: September 30, 2026
Job Summary:
This Senior Service Desk Analyst provides technical assistance and support for incoming technology queries and issues related to end-user computer systems and software. Logs and tracks requests, isolates problems, and develops client-focused solutions that enhance the efficiency and effectiveness of agency IT systems.
Job Duties:
Responsibilities include:
Providing tier 1 technical assistance and support for incoming queries and issues related to end-user computer systems and software.
Monitors the internal help desk ticketing system, disposition new tickets, track active tickets, assign tickets to technicians, and follow up with customers.
Provides prompt resolution for complex issues or escalate tickets to the next support tier or management as appropriate.
Responds to queries over the phone, via the help desk ticketing system, and email from customers seeking assistance.
Troubleshoot problems to determine the root cause and walk customers through the problem-resolution process.
Logs all pertinent information into a ticketing management system.
Documents, updates, and communicates internal processes as required.
Provides support/orientation/training to new users as appropriate.
Provides updates and steps for problem resolution to the rest of the IT team.
Knowledge, Skills & Abilities (KSAs):
Knowledge of:
Thorough working knowledge of service offerings, customer service principles and processes, back-office cloud applications, desktop applications, web-based applications, computer/networking hardware, standard operating systems, common third-party software applications, networking protocols, and any other computer-related technologies
Experience working with common office software such as Microsoft Windows, Google Workspace, Microsoft Office 365, and Adobe Creative Cloud. Ability to troubleshoot and resolve remote user problems using remote support tools
Skilled in:
Responding promptly to customer needs
Taking a customer-centric approach to problem-solving
Soliciting customer feedback to improve service
Responding to requests for service and assistance
Meeting commitments
Managing difficult or emotional customer situations
Fostering relationships
Effective written and verbal communication skills
Rapid problem-solving skills, and ability to multi-task
Organizational skills and ability to prioritize tasks as appropriate based on organizational needs
Ability to:
Focus on conflict resolution
Maintain confidentiality, listen to others without interrupting, keep emotions under control, remain open to others' ideas
Think outside the box and be creative for the continuous improvement of customer experience and internal processes
Submit budget request items
Review and recommend equipment, resources, and software
Work with internal and external teams
Selective Preference(s):
Desired qualifications include any combination of experience, education, and training that meets the knowledge, skills, and abilities as described. The preferred candidate will have an associate's degree plus one to three years of information technology experience (or equivalent experience).
Pre-Employment Requirements:
Special Job Requirements:
This position requires possession of and ability to retain a current, valid Arizona state-issued driver's license appropriate to the assignment. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)
In State travel required.
Individual is required to pass a criminal background investigation
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. (https://publicstorage.dc4.pageuppeople.com/1045/ClientPublicFile/3601803f-02e5-4b70-b325-26c8ef309c1b.pdf)
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 offers a comprehensive benefits package to include:
Sick leave
Vacation with 10 paid holidays per year
Health and dental insurance
Retirement plan
Life insurance and long-term disability insurance
Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
Learn more about the Paid Parental Leave program here (https://hr.az.gov/about/resources/family-leave-expansion) . For a complete list of benefits provided by The State of Arizona, please visit our benefits page (https://benefitoptions.az.gov/jobseekers)
Retirement :
Eligible DEMA employees participate in excellent retirement programs provided by the Arizona State Retirement System (ASRS) and for fire personnel the Public Safety Personnel Retirement System (PSPRS).
Contact Us:
If you have any questions, please feel free to contact hr@azdema.gov.
DEMA is a smoke-free work environment.
ADA/EEO Employer
The State of Arizona is an Equal Opportunity and Reasonable Accommodation Employer
