[Hiring] Service Desk Analyst @State of Colorado

Role Description

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.

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.

Requirements

• 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.

Benefits

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Company Description

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.