State of Arizona :


Job Information
Job Reference ID:  56927 
Grade:  21 
Posted Date:  06/30/2020 
Close Date:  07/07/2020 
Job Description


Your Partner For A Stronger Arizona


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


Apply through For questions about this career opportunity, please call Jennifer Honhoinewa at (602) 771-2066 or Email at [email protected]. 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 is seeking an experienced, highly motivated, and innovative individual to join our team as a Senior Service Desk Analyst. This position will be responsible under general supervision to troubleshoot, analyze, diagnose, and respond to complex technical, software, and mainframe application problems/questions reported by phone, e-mail, fax, web, or escalated by service desk analysts or escalate to management as appropriate or refer to other entities as appropriate (network, PC Hardware, server support, and/or security.)  Monitor and participate in reviews of assigned and completed tasks for new system implementations, existing issues, and various ticket tracking systems logging all pertinent incident information and issue knowledge into a ticket management system.  Open tickets in the ticket tracking system and following through to resolution within service level agreements; monitor calls and tickets entered in the ticket tracking system for problems referred to other help desks. Identify required resources and opportunities to improve efficiency; training needs; scheduling and monitoring issues/resources reporting to management as appropriate; prioritize and plan work activities and communicate results as appropriate with minimal guidance.  Participate on system projects. Perform as lead analyst providing technical leadership, personnel development, direct workflow, provide input to establish goals and objectives to meet administrative and operational goals of the Family Assistance Administration (FAA) Systems Helpdesk unit. 

Knowledge, Skills and Abilities:

-          Agency and program rules and regulations; principles and practices of the Administration and Management.

-          Customer service principles and processes; problem resolution and troubleshooting techniques using logic and reasoning.

-          Issue analysis and communication practices.

-          Program systems, operating procedures, and service offerings.

-          Desktop, automated systems web-based and mainframe applications (i.e. HEAplus, OnBase, Arizona Technical Eligibility Computer System (AZTECS), Cherwell or other ticketing system tools, etc.)

-          Custom applications, application integrations, networking protocols and any other computer-related technologies.

-          Microsoft Office (word, Excel, Access, PowerPoint, and Outlook.)

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

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

-          Identifying innovative approach to meet business needs.

-          Determining impact of problems/issues and recommend changes to the business operations.

-          Active listening skill to understand the need requiring problem resolution skills and managing difficult or emotional customer situations demonstrating strong customer service skills.

-          Excellent interpersonal, written, and oral communication skills.

-          Interpretation of user or technical requests and providing feedback for issue communicating appropriate to audience.

-          Preparing and delivering presentations; planning work activities, setting goals and objectives.

-          Identifying opportunities to improve efficiencies and reduce waste.

-          Troubleshoot, research, and analyze incidents/problems efficiently and effectively responding promptly to customer needs.

-          Recognize customers’ competence level and approach appropriately.

-          Provide effective customer service; establish priorities, organize, multi-task, adjust plans, and coordinate activities.

-          Monitor a variety of system reports, compile data, and produce a variety of operational and administrative reports.

-          Work independently or collaboratively with a group and across organizations with minimal guidance.

-          Build strong working relationships with internal and external stakeholders/users.

-          Compose correspondence on various subjects and understand written composition in work related documents for service and assistance.

-          Engage critical thinking using logic and reasoning; adapt to changing environments and new technologies.

-          Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.

-          Interact with all levels of personnel in a professional manner; maintain confidentiality.

Licenses and Certifications:

-          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.

-          In-state and out-of-state travel is required. Requires 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 required driver training (see Arizona Administrative Code R2-10-207.12). Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.

-          EDUCATION:  Associate’s degree OR three or years of information technology experience (OR equivalent experience.)


-          Knowledge of FAA programs (Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), and Medical Assistance (MA)), or computer systems, or Helpdesk experience.

-          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) 771-2066.  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:  $19.22-24.00 


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