Service Desk Analyst (Remote From Anywhere In CO).

State of Colorado; Colorado; Presencial; USD 55.000 - 75.000; Tempo integral

Resumo da vaga

The Governor's Office of Information Technology (OIT) in Colorado is seeking a Service Desk Analyst to deliver Tier I and II desktop and device support for state agencies. You will diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices, and create knowledge-base articles for troubleshooting guidance.

The role focuses on providing excellent government IT services, knowledge sharing with the IT support staff, and helping Coloradans access reliable

Qualificações

• Three years of professional IT Service Desk experience.
• Experience diagnosing hardware and software issues.
• Ability to explain technical concepts to non-technical users.

Responsabilidades

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

Conhecimentos

IT Service Desk

Technical support

Customer service

Descrição da vaga

Department Information

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.

Description Of Job

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.

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.

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.
  

Minimum Qualifications, Substitutions, Conditions Of Employment & Appeal Rights

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

This is a skills-based job announcement. The required minimum qualifications and/or education (if substituting for the proven experience, knowledge, and skills), are as follows:

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