Service Desk Analyst

City of Kalamazoo, MI; Kalamazoo (MI); On-site; USD 42,000 - 62,000; Full time

Job summary

The City of Kalamazoo is seeking a Service Desk Analyst to support the day-to-day IT operations and assist with multiple projects. The role involves incident management, end-user support, and documentation updates to improve processes.

You will work closely with IT staff to research new technologies and ensure service levels are met. Candidates should have a Bachelor's degree in a relevant field and strong Microsoft product knowledge.

Qualifications

• Bachelor’s degree in CS, IT, or equivalent experience.
• Strong Microsoft Office and Windows 10 knowledge.
• Experience with Active Directory, Exchange, and Office 365 preferred.

Responsibilities

• Support current and future City IT environment.
• Develop optimizations and ensure compliance.
• Document updates for systems, change management, incidents.
• Troubleshoot complex issues; escalate as needed.
• Track and diagnose tickets; assess risks and SLA progress.
• Provide training and mentorship to team members.
• Deliver top-tier customer service to all users.
• Provide 1st and 2nd line Service Desk support.
• Perform other IT duties as assigned.

Skills

Customer service

Problem solving

Research new technologies

Communication

Education

Bachelor's degree in Computer Science, Information Technology, or equivalent

Tools

Active Directory

Microsoft Exchange Server

Office 365

Microsoft Office

Windows 10

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.