Senior IT Service Desk Analyst - Incident & Support Lead

State of Colorado; Colorado; On-site; USD 72,000 - 100,000; Full time

Job summary

State of Colorado’s Governor's Office of Information Technology is seeking a skilled Service Desk Senior Analyst to provide Tier I and II support for a range of applications and devices across desktop and mobile platforms. You’ll troubleshoot, escalate when needed, and contribute to training and process improvements.

The role emphasizes collaboration with leads and SMEs, testing applications, and ensuring reliable incident management to support Coloradans with timely, accurate IT services.

Qualifications

• Five (5) years of professional experience in an occupational field related to the work assigned to the position, including previous experience in a professional environment as a dedicated Service Desk Analyst.
• Substitutions may include additional education, certifications, or state seniority as compared to others doing similar work.

Responsibilities

• Daily operation of the Incident Management System and processes.
• Providing Tier I and II support for application, administration, and hardware within a wide range of enterprise and agency services.
• Determining correct routing and escalation of tickets as necessary.
• Installing and supporting specified software.
• Contributing to the training and/or coaching of peers and stakeholders.

Job description

State of Colorado’s Governor's Office of Information Technology is seeking a skilled Service Desk Senior Analyst to provide Tier I and II support for a range of applications and devices across desktop and mobile platforms. You’ll troubleshoot, escalate when needed, and contribute to training and process improvements.

The role emphasizes collaboration with leads and SMEs, testing applications, and ensuring reliable incident management to support Coloradans with timely, accurate IT services.