Help Desk Analyst I (Job 2902)

JOB TITLE:
Help Desk Analyst I

JOB #:

2902

DIVISION:
Information Technology

HIRING SALARY:
$44,597.00 annualized ($21.44 hourly)

CLOSING DATE:
All positions are open until filled.

EMPLOYEE REFERRAL PROGRAM:
This position is eligible for an employee referral incentive payment of $1,000.00 (conditions apply).

POSITION SUMMARY:
The IT Support Center in the Arizona Supreme Court provides a high level of automation support to the court and probation offices throughout Arizona, including court personnel and the public. We are seeking a detail-oriented, customer-focused individual to join our team as a Support Center Analyst I.

The Support Center Analyst I position primarily serves the public, providing guidance and troubleshooting regarding programs sponsored by the Arizona Courts such as AZPoint, eFileAZ, Traffic Ticket Enforcement Assistance Program, and eAccess while maintaining accurate records of all calls and correspondence within prescribed service levels. Additionally, this position is responsible for creating user network and application profiles for members of the court community.

Position is not full time remote. The position will have the option of a hybrid work schedule once training is completed, must be onsite in Phoenix, Arizona as required after training is completed.

Public Service Loan Forgiveness (PSLF) Program qualified employer.

MINIMUM REQUIREMENTS:
This position requires strong customer focus and commitment to resolving customer problems in a timely and accurate manner; strong interpersonal skills, including active listening; and effective verbal and written skills. The successful candidate will have a high school diploma, with one year of experience in assisting customers in the resolution of their technical problems within a call center environment. The individual must have demonstrated PC proficiency and familiarity with Microsoft Office and Windows, good analytical and problem-solving skills, and the ability to understand and follow documented procedures.

The preferred candidate will have some knowledge of: desktop applications and hardware (printers, Office 365, folder and drive mapping), Active Directory and/or Exchange, or prior experience utilizing an automated call management/problem tracking information system (i.e. Remedy, ServiceNow).

SELECTION PROCESS:
Applicants must be currently authorized to work in the United States on a full-time basis. Only applicants whose backgrounds most closely meet the needs of the position may be invited to interview. Requests for a special accommodation to participate in the interview process should be made at the time you are contacted to schedule an interview. The Selection Process may include first and/or second round panel interviews. This is a Regular, Full-time, Non-Exempt position.

BENEFITS:
The Arizona Supreme Court, Administrative Office of the Courts offers a comprehensive benefits package to include:
• Accrued vacation pay and sick leave
• 10 paid holidays per year
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• 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. The Court may terminate a remote work agreement at its discretion.

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

The Arizona Supreme Court is an EOE/ADA Reasonable Accommodation Employer