Help Desk Analyst

Job DescriptionJob Duties:Receives calls, emails, and web inquiries for end users and other external Help DesksTracks and logs inquiries into a ticket management database; classifies tickets according to severity classificationsEnsures customer contact and information is accurate on ticketsTroubleshoots and provides solutions to frequently asked questions/requestsRoutes inquiries to appropriate teams for triage or resolutionUpdates and maintains databasesMonitors internal customer help desk systemPerforms other duties appropriate to the assignmentKnowledge, skills and abilities (KSAS):Knowledge of:Customer service principlesPersonal computers and common computer software applicationsGeneral functional characteristics and capabilities of operating systems for WindowsBasic wireless networking functionality and capabilityBasic desktop and laptop support and troubleshootingSkill in:Verbal and written communicationEstablishing and maintaining interpersonal relationshipsTime management and organizationTaking a customer-centric approach to troubleshootingAbility to:Synthesize feedback and adjust accordinglyTake initiative to research or seek customer feedback to improve serviceContinuously participate in process improvement practicesIn-state travel may be required. May require 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 Arizona Administrative Code R2-10-207.12).Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.Three to five (3-5) years' experience at a help desk in tier 1 or tier 2 supportQualificationsReceives calls, emails, and web inquiries for end users and other external Help DesksTracks and logs inquiries into a ticket management database; classifies tickets according to severity classificationsEnsures customer contact and information is accurate on ticketsTroubleshoots and provides solutions to frequently asked questions/requestsRoutes inquiries to appropriate teams for triage or resolutionUpdates and maintains databasesMonitors internal customer help desk systemPerforms other duties appropriate to the assignmentAdditional InformationAll your information will be kept confidential according to EEO guidelines.J-18808-Ljbffr