IT Service Desk Analyst I

Job Summary

This position is advertised from the minimum to mid-point hourly rate. Salary will be determined based on education and experience at the time of offer.

NATURE OF WORK

Under minimal supervision, troubleshoots, diagnoses, investigates, and resolves technology problems through discussions with end-users, monitors servers, network traffic, and is responsible for first-level technical support in response to incoming calls to the Service Desk to minimize customer downtime, and assures the ongoing functionality and availability of Yuma County's information technology systems; this position has countywide responsibility.

Example of Work

((Illustrative Only) Responds to end-user calls and emails regarding PC software, hardware, server application, cybersecurity, and any other technology concerns; recognizes, researches, isolates, and resolves information systems problems; resolves less complex problems immediately on the first call and refers more complex problems to next tier technical support personnel, as appropriate; remains current on all supported technologies and procedures; provides prompt and professional support in a high-pressure environment; generates and documents detailed work orders through the Service Desk Plus call tracking system; utilizes Dameware Management suite to remotely manage desktop and/or laptop computers; sets up Outlook email accounts with Exchange; resets network and/or application passwords; assists in coordinating the resolution of application/software problems impacting production; maintains regular contact with users on operational and production problems through resolution; recognizes and identifies where existing policies and procedures require change, or new ones require development; performs work within the scope of authority and training; provides assistance to end-user needs and accurately assesses, translates, and identifies the problem to ensure a successful resolution; d documents end-user issues clearly as well as develops, maintains, and updates documentation to be used by other support staff; proactively monitors applications, networks, security applications, etc. to promptly recognize a potential issue, act/report, and possibly prevent a larger technology event through the prompt identification of a potential issue. sets security and access controls based on ITS policies and procedures; may assist in the evaluation of new technology(s); Maintains absolute confidentiality of work-related issues and Yuma County information; regular and reliable attendance is required; performs other duties as assigned;

Experience and Education

Experience and Education

Thirty (30) semester hours of post-high school coursework in computer science, management information systems; or equivalent technical training; AND Two (2) years of progressively responsible experience in support of computer systems, networks, and related equipment; should have a familiarity with file servers, data communication systems, Standard Operating Procedure (SOP) creation, Microsoft Active Directory and enterprise productivity/collaboration suites; OR an equivalent combination of education and experience.

Knowledge, Skills and Abilities

Knowledge, Skills and Abilities

Knowledge of: County policies and procedures; current IT policies and procedures; troubleshooting techniques for computer hardware, software, and peripheral equipment; technical support principles, processes, and standards; networked computer system environments and peripheral device capabilities; software applications and operating systems used within an enterprise environment; County ITS access policies and security protocols; customer service methods and techniques; ITIL Foundation methodology or similar; CIA Triad (Confidentiality, Integrity, and Availability); Incident Response plans; IT Service Management (ITSM).

EOE/AA/ADAAA/M/F/V/D DRUG FREE WORKPLACE