Service Desk Senior Analyst (Remote) OIT Internal Recruitment.

State of Colorado; Colorado; On-site; USD 68,000 - 98,000; Full time

Job summary

State of Colorado is seeking a Senior Service Desk Analyst to deliver Tier I and II support for a broad range of applications, devices, and services. You will diagnose issues, escalate when needed, and contribute to training and knowledge sharing across teams.

The role supports both desktop and mobile platforms and requires a strong customer-service mindset. The position emphasizes collaboration with SMEs and leads, with responsibilities spanning incident management, software installation, and

Qualifications

• Five years of professional experience in a service desk role.
• Experience supporting enterprise IT applications and hardware.
• Ability to perform Tier I and II support and escalation when needed.
• Experience supporting desktop and mobile platforms.

Responsibilities

• Operate the Incident Management System daily.
• Provide Tier I and II support for applications, administration, and hardware.
• Route and escalate tickets appropriately.
• Install and support specified software.
• Train peers and stakeholders.

Skills

Customer service

Communication

Problem solving

Team collaboration

Education

A+ Certification

HDI Certification

ITIL Certification

Tools

Active Directory

Google applications

Job description

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

OIT ONLY RECRUITMENT: This recruitment is open only to current employees of the Office of Information Technology for the State of Colorado. Contractors currently engaged at OIT do not qualify as employees.

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.

We are thrilled to invite a skilled Service Desk Senior Analyst to join our dynamic team. In this role, you will be crucial in providing Tier I and II support for various applications, demonstrating your expertise in analysis, diagnosis, and resolution. As a strategic and collaborative professional, you will work to resolve software and hardware issues on both desktop and mobile platforms, resolving and/or escalating issues as needed. You will make decisions based on a high-level understanding of processes and procedures, troubleshoot, train staff, collaborate with other leads and SMEs, and test applications and report results.

Essential Functions

• Daily operation of the Incident Management System and processes.
• Providing Tier I and II support for application, administration, and hardware within a wide range of enterprise and agency services.
• Determining correct routing and escalation of tickets as necessary.
• Installing and supporting specified software.
• Contributing to the training and/or coaching of peers and stakeholders.

Minimum Qualifications, Substitutions, Conditions Of Employment & Appeal Rights

OIT ONLY RECRUITMENT: This recruitment is open only to current employees of the Office of Information Technology for the State of Colorado. Applications are not accepted from contractors engaged in work for OIT, or any state entity, as contractors are not employees.

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 most salary offers are made within the posted range, occasionally an offer is made below or above the posted range based upon this 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:

• Five (5) 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 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.
• Previous experience in an IT Service Desk environment.

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.

This position may require on-call duties as needed by the position.

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. 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 [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.