Service Desk Analyst

Location: Phoenix, AZ (Hybrid)

Agency/Department: Arizona Department of Economic Security (AZDES) Division of Developmental Disabilities (DDD)

Hours/Week: 40 (Monday Friday, 8:00 AM 5:00 PM)

Projected Start Date: September 1, 2025

Duration: 1 Year

Education Required: High School Diploma or GED (Some college coursework in Business or IT preferred)

Experience Required: 3 4 years in Customer Service and/or Help Desk support

The Service Desk Analyst will support the Division of Developmental Disabilities (DDD) by analyzing Data Sharing Agreements (DSAs), validating submitted forms, and assisting with production support tasks to maintain system standards. This hybrid role requires a detail-oriented professional with strong analytical and customer service skills.

• Analyze and validate Data Sharing Agreements (DSAs) for compliance with DES policies and HIPAA Privacy Laws.
• Review and interpret various documents and forms to ensure accurate data entry.
• Identify patterns and discrepancies in submitted agreements.
• Provide support for automated DDD business systems and assist users with system-related issues.
• Triage and respond to help desk requests; track and manage tickets using DES systems.
• Execute and maintain production job schedules.
• Analyze EDI files to monitor member and health plan assignments.
• Support FTP server usage for internal staff, vendors, and health plans.
• Manage month-end processes and test new production releases.
• Prepare statistical reports on help desk utilization.
• Maintain accuracy of client eligibility and placement records through roster mismatch and client transmit processes.

• 3 4 years of experience in customer service or help desk support.
• Proficiency in Microsoft Office Suite.
• Experience with SQL and data querying.
• Strong understanding of HIPAA and data privacy standards.
• Excellent communication and interpersonal skills.
• Critical thinking and problem-solving abilities.
• Effective time management and organizational skills.

• Travel: Not required
• Work Arrangement: Hybrid (primarily remote with periodic in-office days)
• Local Candidates Only: Must be located in Arizona at time of submission and available for in-person interviews within one week of posting close date. Must be able to start within two weeks of offer.