SERVICE DESK ANALYST

Job Summary :

The Arizona Department of Juvenile Corrections (ADJC) is seeking a Service Desk Analyst who will work under the direction and guidance of the MIS Bureau Administrator the Service Desk Analyst will be the primary contact and respond to customer requests from the MIS Ticketing system; resolve level 1 / 2 service tickets, reply to customer inquiries via phone and email, and escalate complex issues to the appropriate team member. Performs Microsoft monthly updates to workstations. Performs purchase requisitions using APP. Monitor agency camera network. ADJC wants you to come join our talented and diverse MIS Team. At ADJC you will have the ability to collaborate in a team oriented environment.

Job Duties :

• Receives calls, emails, and technical inquiries from end users and manages information in the MIST ticket management system
• Identify trends or patterns in reported issues
• Resolves level 1 / 2 service tickets such as AD passwords, Okta passwords, install and configure printers, install and configure audio / visual devices, install software, and configure and troubleshoot hand-held scanners
• Draft, test and maintain Help Desk documentation
• Install and configure Microsoft Windows desktop operating system. This also includes maintaining baseline image with vendor
• Acquires quotes and completes MIS Arizona Procurement Portal requisitions
• Escalates complex issues to the appropriate upline IT team member
• Perform Microsoft monthly updates for all workstations, to include downloading, testing and installing Security updates
• Ensure agency cameras are on line, recording, and replacing as needed
• Perform other duties as assigned

Knowledge, Skills & Abilities (KSAs) :

Knowledge of :

Considerable understanding and experience of service offerings, customer service principles and processes, back-office server 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

Skill in :

Ability to :

Selective Preference(s) :

The ideal candidate will possess one or more years of Information Technology (IT) help desk experience specific. Experience working in a law enforcement and corrections setting is preferred.

Pre-Employment Requirements :

REQUIRED : If this position requires driving or the use of a vehicle as an essential function on the job, then the following requirements apply. 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 records checks. The license must be current, unexpired, and neither revoked or suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all 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.) ).

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

REQUIRED : Employment is contingent on the selected applicant passing a comprehensive background investigation and drug screening. NO FELONY CONVICTIONS.

Current State of Arizona employees : In order to be considered for this position, it requires acceptable performance history as demonstrated by not have been issued a letter of suspension or have been involuntarily demoted within one year preceding this job posting close date, and have an overall rating of “meets expectations” or higher on the most recent employee performance evaluation.

Benefits :

The State of Arizona provides an excellent comprehensive benefits package including :

Learn more about the Paid Parental Leave pilot program . For a complete list of benefits provided by The State of Arizona, please visit our

Retirement :

This position participates in the

Attention current State of Arizona employees : Please contact our Human Resources Office at if you are in a different retirement plan than the one indicated above