SERVICE DESK ANALYST

Address:

Arizona Department of Veterans' Services
4141 N Silvestre Herrera Way
Phoenix, Arizona 85012

Salary: $23.00 - $25.00/Hour (DOE) 

Grade: 19

Closing Date: August 27, 2026

Do you enjoy problem-solving and looking to contribute to a fulfilling mission? The Arizona Department of Veterans’ Services (ADVS) Information Technology (IT) team is looking for you!

As a Service Desk Analyst with ADVS you will provide a variety of end-user support to modify and maintain a variety of equipment such as personal computers, printers, phones and other equipment throughout the agency. You will complete a variety of tasks to support the IT team and the agency to include installing new software, maintaining desktop and mobile operating systems and approved software applications. Overall, you will be responsible for timely and accurate completion of regular maintenance schedules and completing work orders in keeping up with the IT Team’s priorities, as set by the CIO and Helpdesk Manager. Working with the State of Arizona will provide you the opportunity to learn, implement and monitor Arizona Management System (AMS) methods.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting 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, and 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.

As a Service Desk Analyst for Arizona Department of Veterans' Services you will:

• Travel (occasionally overnight) to the outlying offices in and around the state to install computers, update software, install patches, configure telephones and replace hardware
• Provide basic software troubleshooting after isolating a possible software problem
• Provide basic hardware troubleshooting after isolating a possible problem area
• Install, troubleshoots and replaces agency supplied end-user cellular and/or landline phones and related devices
• Review, utilize, author and update IT-oriented standard operating procedures (SOP), checklists, and the SOP library and task order systems (email, BMC TrackIT, online libraries, etc.).
• Attend all required education and training; attends meetings to keep abreast of agency and team policy changes and to offer input far process improvements
• Participate in the Arizona Management System (AMS) within the IT Team to ensure continuous improvement in agency processes.
• Participate in special projects as directed by the CIO and Helpdesk Manager
• Other duties as assigned, as related to the position
  

Knowledge of:

• Computer hardware with an emphasis on desktop and laptop business computers and their peripheral devices (printers, mice, CD-ROM drives, scanners, keyboards, etc.)
• Local Area Network (LAN) and Internet connectivity
• Operating systems including Microsoft Windows 7, Windows 10
• Application software including Microsoft Office 2016/2019 applications, and Internet-based applications including popular browsers such as Chrome, IE, and Edge.

Skills in:

• Strong IT customer service with a positive attitude
• Clear, concise, diplomatic, timely, and responsive written and oral communication
• Organization
• Communication and training/instructing (mostly 1 on 1 with users), but also keeping team members current on one's tasking order and progress
• Effective listening

Ability to:

• On time, focused, respectful, partnering, want to learn/grow
• Analyze, troubleshoot and resolve computer systems problems
• Research and interpret a wide variety of technical manuals and publications
• Manage time while working on multiple simultaneous tasks/projects with sometimes conflicting priorities
• Work effectively and remain flexible
• Conduct advanced searches on the Internet in order to provide user support
• Remain focused on task, demonstrated ability to work for long periods of time alone or independently, including effective personal time management to support significant TELEWORK.
  

• Associate Degree, plus two or more years of experience in IT Helpdesk end-user corporate-type computing support.
• Pertinent Microsoft, Cisco, or other vendor-specific certifications (or their military analogues) are considered a plus.
  

This position requires the ability to drive on State business. 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 A.AC. R2-10-207.11).

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Veterans' Services offers a comprehensive benefits package to include:

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Referral Incentives available for qualifying positions
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
  

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 pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

• Positions in this classification participate in the Arizona State Retirement System (ASRS)
• Please note, enrollment eligibility will become effective after 27 weeks of employment

If you have any questions please feel free to contact recruiting@azdvs.gov for assistance. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.