IT OPS & SUPPORT ANALYST II

IdahoPTV; Boise (ID); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health benefits

Generous paid leave

PSLF eligibility

PERSI retirement

Life insurance

Wellness programs

Job summary

The Idaho Office of Information Technology Services seeks an IT Operations and Support Analyst II for its Endpoint Management team at the Boise Chinden campus. The role provides end-user and system support across devices and software, with emphasis on imaging, deployment, and security.

Ideal candidates bring extensive troubleshooting skills, strong customer service, and experience in AD/Entra ID environments, plus the ability to communicate with both technical and non-technical staff.

Qualifications

• Typically met by a four-year degree or advanced IT certs OR at least three years in a lead role supporting computer systems, software and IT services.
• Experience providing technical leadership on teams supporting large infrastructure projects and operational environments.
• Experience evaluating and advising on advanced technical solutions and operational processes.

Responsibilities

• Endpoint & device management – maintain the Endpoint Management System and configure devices statewide.
• Imaging & provisioning – develop computer images for factory provisioning and imaging toolkits.
• Application deployment – build installation scripts and deploy end-user software and hardware.
• Security & patch compliance – enforce baselines, patch OS/software, and remediate threats.
• Change control – follow procedures to minimize user interruption during updates.
• Standards & procedures – define system standards and assist with policy development.
• Backup & recovery – design and implement backup/recovery procedures.
• Troubleshooting & escalation – identify, evaluate, and solve hardware/software/ops problems.
• User support, consulting & training – assist end users and create documentation.

Skills

Customer service

Technical leadership

Troubleshooting

Communication skills

IT strategy planning

Education

Four-year degree

Tools

Active Directory

Entra ID

Imaging tools

PowerShell

ServiceNow

Job description

Description

State of Idaho Opportunity

Applications will be accepted through 11:59 PM MST on the posting end date.

Summary:

The Idaho Office of Information Technology Services is a team of dedicated professionals providing core technology and cybersecurity services to agencies statewide, enabling state employees to serve Idaho's citizens. We sincerely hope you will consider being part of our success!

Information Technology Services (ITS), currently has an opening for an IT Operations and Support Analyst II on our Endpoint Management team.

IT Operations and Support Analyst II

This position will provide end-user and system support services for a wide range of applications, systems, and end-user devices. This is an in-office position located at our State of Idaho Chinden campus in Boise.

The preferred candidate possesses an in-depth knowledge of troubleshooting and analysis tools, application management, Microsoft Active Directory, Entra ID, and hardware and software lifecycle management. The selected individual must also have strong customer service skills and be able to work with and communicate with both technical and non-technical staff as needed.

Please note: The successful candidates will be required to pass multiple, comprehensive fingerprint-based background checks specific to the agencies ITS supports.

Example of duties:

• Endpoint & device management – Maintain the Endpoint Management System, configuring and administering workstations, mobile devices, servers, and network hardware statewide.
• Imaging & provisioning – Develop and maintain computer images for factory provisioning, and maintain imaging toolkits used by onsite and deployment teams.
• Application deployment – Build application installation scripts and configure, troubleshoot, and deploy end-user software applications and device hardware.
• Security & patch compliance – Enforce NIST baselines, keep OS and software current with security/functionality patches, and respond promptly to security threats and vulnerability remediation.
• Change control – Follow change control procedures to implement updates and deployments while minimizing user interruption.
• Standards & procedures – Define system standards and procedures, contribute to policy/method development, and assist with hardware standardization decisions.
• Backup & recovery – Design and implement backup and recovery procedures.
• Troubleshooting & escalation – Identify, evaluate, and correct hardware/software/operations problems, and escal…
• User support, consulting & training – Provide direct end-user support across devices and applications, serve as an IT consultant/advisor to department staff and management, and create documentation and training materials for users and technical staff.

Minimum Qualifications:

• Considerable knowledge of computer trends, software, capabilities, and terminology.
• Typically met by an applicable four-year degree or advanced IT certifications OR at least three years of work experience in a lead role where supporting computer systems, software and IT services was a predominant duty of the job.
• Considerable knowledge of computer hardware and software installation and troubleshooting.
• Typically met by an applicable four-year degree or advanced IT certifications OR at least three years of work experience in a lead role where installing and troubleshooting computer hardware and software was a predominant duty of the job.
• Experience providing technical leadership on teams supporting large infrastructure projects and operational environments.
• Typically met by at least three years of work experience providing technical leadership on teams supporting large infrastructure projects and operational environments.
• Experience evaluating and advising organizations on advanced technical solutions and operational processes.
• Typically met by at least three years of work experience evaluating and advising organizations on advanced technical solutions and operational processes.
• Experience performing cost/benefit analysis and analyzing alternatives.
• Typically met by at least three years of work experience performing cost/benefit analysis and analyzing alternatives.
• Experience assisting with IT strategic planning.
• Typically met by at least three years of work experience assisting with IT strategic planning.

Preferred Qualifications:

Experience with:

• PowerShell scripting
• Compliance management
• Group Policy creation and maintenance
• Active Directory administration
• MFA/SSO solutions
• Hardware and Software lifecycle management
• ServiceNow ticketing solution
• Computer imaging and user state migration

This position is eligible for the state benefits package, including:

• Excellent low-cost medical, dental, and visioninsurance
• Generous vacation and sick leave accrual beginning as soon as you start
• Eligibility for the Public Service Loan Forgiveness Program (PSLF)
• Participation in one of the nation's best state retirement systems:PERSI
• Life insurance
• Wellness programs; ongoing training opportunities; and more

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact [phone] (TTY/TTD: 711), or email [e-mail].

Preference may be given to veterans who qualify under state and federal laws and regulations.