Chief People Office :


Job Information
Job Reference ID:  53348 
Grade:  19 
Posted Date:  01/20/2020 
Close Date:  01/31/2020 
Job Description


Your Partner For A Stronger Arizona

Service Desk Analyst

Division of Benefits and Medical Eligibility - DBME

8620 North 22nd Avenue, Phoenix, Arizona 85021

Would you like to be part of an amazing culture that helps Arizonans reach their full potential through temporary assistance? The Arizona Department of Economic Security is looking for individuals that are committed to service, community, and teamwork.

Why Should You Apply?

We offer a competitive benefits package that is unmatched by the private sector and a culture that encourages team success and advocates for personal advancement.

-      Affordable Health, Dental and Vision

-      10 holidays per year

-      Paid Vacation and Sick time off - start earning it your 1st day

-      Life and Disability Insurance

-      Contribute to, and participate in the Arizona State Retirement System

-      Ride Share and Public Transit Subsidy

-      Career Advancement Opportunities

-      Tuition reimbursement


Please contact Willisha Wilson at (602) 542-0088 or [email protected] to start your career today or apply through Requests for accommodations can be made by calling this number or by clicking this link to access the ADA Job Board.


The Department of Economic Security, Division of Benefits and Medical Eligibility (DBME) is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst. This position will perform help desk activities for web-based, mainframe, and phone applications utilized by the Family Assistance Administration (FAA) to 65+ FAA program offices and external stakeholders. The duties will include troubleshooting, researching, analyzing, and diagnosing issues reported by phone, email, Service Desk, Lynx, etc. and identify and implement a solution for the user. Report potential issues that could lead to disruptions in the delivery of services provided by FAA.


Knowledge, Skills and Abilities:

-        Knowledge of customer service principles and processes.

-        Knowledge of problem resolution and troubleshooting techniques.

-        Knowledge of Computer systems and applications.

-        Knowledge of program systems, operating procedures and service offerings; desktop, automated systems and web based applications (HEAplus, OnBase, AZTECS, etc.).

-        Knowledge of Computer and network hardware, standard operating procedures, network protocols, and computer related technologies following Service Level Agreement (SLA.).

-        Knowledge of English language for sentence structure, composition, content, spelling, and grammar.

-        Skills in Problem-solving with attention to details; analyzing complex issues, interpret, evaluate and arrive at logical conclusions. 

-        Skills in identifying innovative approach to meet business needs; critical thinking, problem solving, and effective decision making, determining impact of problems or issues and recommend changes to the business operations. 

-        Skills in strong customer service skills including effective listening and problem resolution techniques with attention to detail.

-        Skills in excellent interpersonal written and oral communication skills.

-        Skills in interacting with all levels of personnel and clientele in a professional manner.

-        Skills in effective time management and organizational skills for managing and prioritizing tasks.

-        Skills in timely follow-up on unresolved issues.

-        Skills in critical thinking, problem solving, and effective decision making.

-        Skills in Microsoft Office (Word, Excel, Outlook, Access, PowerPoint) with advanced Excel skills.

-        Ability to Troubleshoot, research and analyze incidents and problems efficiently and effectively responding promptly to customer needs; recognize customers' competence level and approach appropriately; ability to provide effective customer service.

-        Ability to resolve incidents and problems efficiently and effectively, recognizing customer competence level.

-        Ability to analyze complex issues, interpret, evaluate, and arrive at logical conclusions.

-        Ability to work independently or collaboratively with a group and across organizations with minimal guidance; build strong working relationships with internal and external stakeholders and or users.

-        Ability to handle high volume phone calls in a high pressure environment, adapt to changing environments and new technologies.

-        Ability to work collaboratively in teams and across organizations.

-        Ability to work at least 40 hours per week and maintain satisfactory attendance and punctuality standards; interact with all levels of personnel in a professional manner and maintain confidentiality.


Licenses and Certifications:

-        Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all new hired State employees

-        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.

-        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

-        The position will require the possession of and ability to retain a current, valid 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 driver training (see Arizona Administrative Code R2-10-207.12). Individuals may be required to use their personal motor vehicle.



-        Two years experience with the Family Assistance Administration (Nutrition Assistance, Temporary Assistance for Needy Families (TANF), and Medical Assistance) programs, eligibility processes, and systems used (Arizona Technical Eligibility Computer System (AZTECS), Health-e-Arizona Plus (HEAplus), and OnBase document management system).

-        Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired state employees

-        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.

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  State employees are highly engaged, collaborative and embrace a culture of public service.


Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting (602) 542-0088. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.



Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary:  $34,444.00-46,508.00 


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