Service Desk Analyst (Remote From Anywhere In Colorado).

State of Colorado; Colorado; Remote; USD 50,000 - 75,000; Full time

Job summary

The State of Colorado is seeking a Service Desk Analyst, responsible for providing Tier I and II support to ensure the seamless operation of IT services. This remote position requires a strong technical foundation and excellent customer service skills to assist various state agencies effectively.

Qualifications

• Minimum of two years professional experience in IT as a Service Desk Analyst.
• Experience with Google applications and Active Directory preferred.

Responsibilities

• Provide Tier I and Tier II support for various service offerings.
• Analyze and resolve hardware and software issues.
• Develop knowledge-based documents for training and troubleshooting.

Skills

Problem-solving

Technical support

Customer service

Tools

Google applications

Active Directory

Job description

Service Desk Analyst (Remote From Anywhere In Colorado).

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Department Information

Together, we innovate for a stronger Colorado

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 about how OIT is thinking differently!

Description Of Job

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 a 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, local printers, PDAs). You will develop knowledge-based documents related to the specialty area to provide training and troubleshooting guidance to the IT support staff and the organization, ultimately delivering excellent government services to the members of the Colorado community.

Primary Job Duties Include The Following

• 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 two (2) 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 entity locations where they might be required to perform work.

A pre-employment background check will be conducted as part of the selection process.

Positions supporting some agencies, such as the Department of Corrections and the Department of Public Safety, will also require a pre-employment drug test.

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

Supplemental Information

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, and benefits that allow us all to have fulfilling lives.

Our application process and what to expect after you apply are described in the videos found here .

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 [phone].

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Government Administration

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