IT Operations Lead & Service Desk Analyst II

IdahoPTV; Boise (ID); On-site; USD 44,000 - 46,000; Full time

Job summary

State of Idaho Information Technology Services (ITS) is seeking an IT Operations and Support Analyst II to join the Tier 1 Service Desk in Boise. You will provide advanced technical support, lead, mentor, and train a team, and help establish consistent support practices and customer-focused service delivery.

Responsibilities include coordinating daily service desk operations, escalating complex incidents, maintaining documentation, and contributing to system administration and network

Qualifications

• Technical leadership and guidance for Tier 1 staff
• Advanced troubleshooting and incident resolution
• Employee onboarding, mentoring, and training
• Service desk documentation and standards
• End-user support and systems administration
• On-call rotation for after-hours support

Responsibilities

• Lead Tier 1 Service Desk staff and coordinate daily operations
• Provide advanced end-user support for devices, software, and infrastructure
• Mentor team members and deliver technical training
• Maintain service desk documentation and procedures
• Support system administration and network troubleshooting
• Participate in 24/7 on-call rotation and incident escalation

Skills

Technical leadership

Advanced troubleshooting

Mentoring

Customer service

Education

Four-year degree or IT certs

Tools

Active Directory

DNS/DHCP

Windows OS

Job description

State of Idaho Information Technology Services (ITS) is seeking an IT Operations and Support Analyst II to join the Tier 1 Service Desk in Boise. You will provide advanced technical support, lead, mentor, and train a team, and help establish consistent support practices and customer-focused service delivery.

Responsibilities include coordinating daily service desk operations, escalating complex incidents, maintaining documentation, and contributing to system administration and network