Service Desk Analyst

Assignment View Position Title Service Desk Analyst Is this role located onsite hybrid or remote Remote Assignment Details Target Start Date 12/16/2024 Target End Date 06/30/2025 Shift 1st Shift Work Schedule Standard Tentative Shift Start Time 8:00 AM Tentative Shift End Time 5:00 PM Position Details Drug Screen No Background Checks Yes Position Description Under general supervision this position provides help desk support to internal (to the State) and external users of the States electronic procurement (eProcurement) system. This position provides technical assistance to users from approximately 120 State agencies boards and commissions over 500 Arizona cooperative members and more than 30000 registered vendors in the States electronic procurement system. This position is responsible or troubleshooting State agency and public technical user issues via telephone and email recommending solutions to technical issues providing onthespot user training for vendors via telephone remote PC connection and email documenting user issues and resolutions in a issue tracking system and escalating issues when appropriate. It also provides administrative support to the Help Desk and backup administrative support to the department. This position maintains knowledge of the electronic procurement system user interface maintains basic knowledge of State procurement processes implements standard procedures for granting access to the electronic procurement system creates and maintains vendor support documents and extracts data from the electronic procurement system Skills Required Agency policies and procedures as they pertain to information technology usage States eProcurement system Procure AZ Computer applications including Word and Excel Principles and process for providing customer and personal service including customer needs assessment meeting quality standards for services and evaluation of customer satisfaction Basic knowledge of goods and services procurement Listen and understand information and ideas presented through spoken words and sentences Read and understand information and ideas presented in writing Communicate information and ideas in speaking so others will understand Tell when something is wrong or likely to go wrong; it does not involve solving the problems only recognizing there is a problem Speak clearly so others can understand you Communicate information and ideas in writing so others will understand Apply general rues to specific problems to produce answers that make sense Skills Preferred Teaching others Determining causes of operating errors and deciding how to correct Written and verbal communication Giving full attention to what other people are saying taking time to understand the points being made asking questions as appropriate and not interrupting at inappropriate times Experience Required Understanding the fundamentals of eProcurement system(s). Technical support via telephone and email such as responding to user questions diagnosing technical problems on the system side and documenting user contacts in an issue tracking system. Experience Preferred 2 years experience in an administrative or similar staff support function. Education Required GED. High school diploma and or 2 years progressive experience in information technology & Technical support via telephone. Education Preferred 2 years experience in an administrative or similar staff support function. Associates degree from an accredited university with an emphasis on computer business applications or a related business field or 2 years progressive experience in information technology. Additional Information In the event of continuous connectivity issues or loss. Technician will need to report to: 1400 West Washington Street Suite 300 Phoenix AZ 85007 or designated location approved by Supervisor.