Help Desk Analyst

ARIZONA DEPARTMENT OF ADMINISTRATION Delivering results that matter by providing best in class support services. Help Desk Analyst

Job Location:

Enterprise Resource Planning (ERP) Division

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

Main Office

Location:

100 N. 15th Ave Phoenix AZ 85007

Posting Details:

Salary:
Up to $48,000

Grade: 17

Open Until Business Needs Are Met (1st review of resumes 2/28/2026)

Job Summary:

At the Arizona Department of Administration (ADOA), we believe that the success of our customers is the ultimate measure of our own. As a Help Desk Analyst within the Enterprise Resource Planning (ERP) Division, you will join the AZ360 Service Desk—a team that is absolutely critical to our mission. In an era where our stakeholders demand and deserve world‑class service, your ability to deliver high‑tier technical support can be the defining factor between a customer’s success and failure.

In this role, you will act as a primary point of contact for technical assistance related to the AZ360 and Page Up platforms. You will spend your days diagnosing and resolving complex system issues by leveraging the Service Now ticketing application, combined with sharp analytical triage and hands‑on troubleshooting. Beyond simply answering inquiries, you will be responsible for logging and tracking every request, isolating persistent problems, and implementing thoughtful, client‑focused solutions that keep the state’s essential business functions running smoothly.

We are looking for a dedicated professional who understands that every ticket represents a person needing help and who is committed to providing a seamless, sophisticated support experience.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

• Provides technical assistance and support for incoming queries and issues related to AZ360 and Page Up. Responds to queries over the phone, email messages from customers seeking help, asks questions to determine nature of problem, and walks customer through problem‑solving process.
• Re‑assigns and/or escalates tickets to other team members as necessary. Assists with data integrity compliance audits. Runs reports to show data integrity errors. Works with users to maintain data integrity standards.
• Documents, updates and communicates internal processes as required. Provides updates and/or steps for problem resolution to AZ360 Service Desk Analyst. Provides problem resolution for complex issues in a timely manner or escalates tickets to management or next support tier as appropriate. Monitors internal customer service desk ticketing system.
• Provides support/orientation to new users.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• Customer Service Principles:
  Deep understanding of "world‑class" service delivery and client‑focused solution techniques.
• Technical Support Frameworks:
  Familiarity with the Service Now ticketing environment and general IT support hierarchies (Tiers 1, 2, and
  3).
• Enterprise Software:
  Knowledge of ERP systems (specifically AZ360) and specialized HR/Talent Management software like Page Up.
• Data Governance:
  Understanding of data integrity standards, audit compliance, and the importance of accurate reporting.

Skills in:

• Analytical Troubleshooting:
  The ability to perform triage, diagnose system‑related issues, and isolate the root cause of complex technical problems.
• Communication & Pedagogy:
  Skilled in "walking" non‑technical users through problem‑solving steps via phone or email and providing orientation to new users.
• Technical Writing:
  Proficiency in documenting internal processes and creating clear, actionable updates for problem resolution.
• Platform Management:
  Skill in navigating and monitoring…