Service Desk Analyst

City of Kalamazoo; Kalamazoo (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

The City of Kalamazoo is seeking a Service Desk Analyst to support day-to-day operations, assist with incident management, and provide technical support to end users. You will collaborate with IT staff, research new technologies, and contribute to process improvements to service delivery.

Responsibilities include tier 1 & 2 support, escalation handling, and maintaining thorough documentation. A strong customer service mindset and problem-solving skills are essential for success in this role.

Qualifications

• Bachelor’s degree in CS/IT or equivalent work experience.
• Proficient with Microsoft Office, Windows 10 and other MS apps in a Windows environment.
• Strong problem-solving skills and ability to work under pressure.
• Ability to research, design, and implement new technologies and processes.

Responsibilities

• Provide tier 1 & 2 Service Desk support.
• Respond to service calls and incident management.
• Document, track, and troubleshoot tickets to evaluate risk and SLA progress.
• Research new technologies and processes for the environment.
• Provide training and mentorship for team members.

Education

Bachelor’s Degree in Computer Science, Information Technology, or equivalent

Tools

Active Directory

Office 365

Exchange Server

Windows 10

Microsoft Office

Job description

With the City of Kalamazoo, the Service Desk Analyst will be responsible for supporting day to day operations of the environment while supporting multiple projects, responding to service calls, incident management, and providing technical support to end users. This individual will work closely with other IT personnel and members of the City to research new technologies and processes that could be incorporated into the environment.

• Support the current and future environment across the City.
• Develop and manage optimizations and ensure compliance.
• Provide quality and regular documentation updates for systems, change management and incident response.
• Perform complex troubleshooting and resolution for systems, including being an escalation point for other systems.
• Document, track and troubleshoot tickets as needed to evaluate and assess technical risks, adherence to standards, and progress according to SLA’s.
• Provide training, mentorship, and support professional development for fellow team members.
• Provide top tier customer service for all users.
• Provide tier 1 & 2 Service Desk support.
• Perform other IT related duties as assigned.

• Bachelor’s Degree from an accredited college or university in Computer Science, Information Technology, or equivalent work experience
• In-depth knowledge of Microsoft Office, Windows 10, and other Microsoft applications in a Windows-based environment required
• Working knowledge of Active Directory preferred
• Experience with Microsoft Exchange Server and Office 365 preferred
• Ability to research, design, and implement new technologies and processes
• Ability to think “outside the box”
• Possesses strong problem-solving skills
• Ability to produce quality work under pressure, while keeping a professional attitude
• Strong customer service skills

Physical Requirements

• While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach
• Specific vision abilities required by this job include close vision requirements due to computer work
• Light to moderate lifting is required
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate
• Work Environment
  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic)
  • Ability to work in a confined area
  • Ability to sit at a computer terminal for an extended period

The City of Kalamazoo is an Equal Opportunity Employer. We are committed to creating a diverse, equitable and inclusive organization where different perspectives and experiences are welcomed and encouraged. Studies have shown that women and people of color, are less likely to apply for jobs unless they meet all of the qualifications listed. The City of Kalamazoo is most interested in finding the best candidate for the job, and that candidate may be one from a less traditional background. If you have transferable experience, please tell us about it. This approach will give each current and potential employee the opportunity to learn, grow and contribute to the City of Kalamazoo.