Service Desk Analyst (Remote From Anywhere In CO)

State of Colorado; Colorado; Remote; USD 52,000 - 78,000; Full time

Job summary

The Governor's Office of Information Technology (OIT) in Colorado is seeking an IT Service Desk Analyst to deliver Tier I and II desk-side support for agencies and Coloradans. You will diagnose hardware and software issues, assist with passwords, networking, VPN, and access to business applications, and contribute to knowledge-base documentation.

This role requires a minimum of three years in a related field, with substitutions allowed for additional education or certifications.

Qualifications

• Minimum of three (3) 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 IT Service Desk Analyst.
• Substitutions: education substitutes for experience year-for-year; training or certification credit towards substitution; degree-based substitutions.
• Preferred Qualifications: Google applications, Active Directory, A+, HDI and/or ITIL Certifications.

Responsibilities

• Provide Tier 1 and some Tier II support for a wide range of service offerings, products, and applications, including mainframe, voice, and desktop support.
• Install, maintain, and support computer software on desktop computers following defined procedures, processes, and methods.
• Diagnose issues and repair or resolve issues for desktop computer systems.
• Analyze, diagnose, and resolve issues related to passwords, networking, wireless, VPN, hardwire connections, and access to business applications.
• IT and Customer Service Management.
• Coordinate all incidents reported and service requests through the Service Desk.

Tools

Google applications

Active Directory

A+ Certification

HDI Certification

ITIL Certification

Job description

Together, we innovate for a stronger Colorado

The work of employees at the Governor's Office of Information Technology (OIT) is challenging and diverse because the needs of agencies, customers and Coloradans constantly evolve. But our focus never changes: improve the lives of all Coloradans through innovation and collaboration. We're building one of the nation's leading government IT organizations by reimagining how we support agencies, building first-of-their-kind applications, and creating an inclusive, collaborative culture, together. Join us in the important work of providing equitable access to services.

Watch this video to learn more about how we're Serving People. Serving Colorado.

IMPORTANT NOTE: Please review your application to ensure completion. For the most equitable applicant experience, OIT’s hiring team considers only the contents of your application to review your qualifications. Please do not include any attachments (such as resume or cover letter) with your application as these items are not used by OIT’s hiring team.

Are you a technology guru who’s skilled in addressing technical matters in a way that those without an IT background can understand? Do you enjoy problem-solving and investigating issues? As a member of our Service Desk team, you will utilize these skills while providing critical, targeted Tier I and II desktop support.

Our new Service Desk Analyst will provide Tier I and Tier II support for customers at identified agencies by analyzing, diagnosing, and resolving software and hardware issues associated with desktop computers and mobile computing devices (laptops, network and local printers, PDAs). You will develop knowledge‑base documents relating to the specialty area to provide training and troubleshooting guidance to the IT support staff and organization, and ultimately provide excellent government services for the members of the Colorado community.

Essential Functions:

• Provide Tier 1 and some Tier II support for a wide range of service offerings, products, and applications, including mainframe, voice, and desktop support.
• Install, maintain, and support computer software on desktop computers following defined procedures, processes, and methods.
• Diagnose issues and repair or resolve issues for desktop computer systems.
• Analyze, diagnose, and resolve issues associated with passwords, networking, wireless, VPN, hardwire connections, and access to business applications.
• IT and Customer Service Management.
• Coordinate all incidents reported and service requests made to the organization through the Service Desk.

A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While all offers are compliant with the Colorado Equal Pay for Equal Work Act, there is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Minimum Qualifications:

A minimum of three (3) 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 IT Service Desk Analyst.

Substitutions:

• Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.
• Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.
• If the minimum qualifications include a degree requirement, additional appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.

Preferred Qualifications:

• Previous experience with Google applications.
• Active Directory experience.
• A+, HDI, and/or ITIL Certifications.

Conditions of Employment:

OIT employees must comply with any screening procedures in place at state agency locations where they might perform work. A pre‑employment background check will be conducted as part of the selection process. Post‑employment background checks will be required for specific agencies as business needs dictate, which may include a polygraph exam, fingerprint‑based criminal history search, reference checks, and a drug test.

This position may require travel within the specified geographic area, and to locations across the state as needed.

If this posting indicates “remote from anywhere in CO” in the title, periodic reporting to the primary state work location designated for the position is required. All remote work must be performed in Colorado.

While candidates from out of state will be considered for this role, the candidate selected for the position must relocate and reside in Colorado on the first day of their new position. A reasonable timeframe for relocation will be established on an individual basis, while considering business needs, and determining a start date.

We know it's important to support each other, and that means having a healthy balance of work and personal time. Visit our benefits to learn more about some of our great offerings that allow us all to have fulfilling lives.

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness. The State is resolute in non‑discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.

The Governor's Office of Information Technology is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre‑employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADA Coordinator at [e-mail] or call (303) 764‑7900.

This posting may be used to fill multiple vacancies based upon business need.

The Governor's Office of Information Technology does NOT offer sponsored Visas for employment purposes.