Service Desk Analyst: Tier I & II IT Support

State of Colorado; Colorado; On-site; USD 55,000 - 75,000; Full time

Job summary

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

Qualifications

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

Responsibilities

• 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.

Skills

IT Service Desk

Technical support

Customer service

Job description

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