Description

Information Technology Services - ITS

State of Idaho Opportunity

Summary:

Information Technology Services is a team of dedicated professionals providing core technology and cybersecurity services to agencies statewide, enabling state employees to serve Idaho's citizens. We sincerely hope you will consider being part of our success.

Information Technology Services (ITS), currently has an opening for an IT Operations and Support Analyst I position in our Chinden office in Boise. This position will support end-user account management as part of the ITS Central Support team and will support the operations of a wide range of applications, systems, and end-user devices. This position will assist all supported state agencies.

The selected individual must possess an in-depth knowledge of Microsoft enterprise services, such as Azure, Exchange, Office 365, Group Policy, and Active Directory. A working understanding of directory structures and security, domains, network functionality, and Cisco VoIP is preferred. The selected individual will also have strong customer service skills, and able to work with and communicate with non-technical staff as needed, and at times act as a liaison between the user and other ITS teams.

Please note: The successful candidates will be required to pass multiple, comprehensive fingerprint-based background checks specific to the agencies ITS supports.

Example of duties:

• Manage state employee access to critical data systems, software, and sensitive material.
• Carefully follow established policy and procedure regarding account creation and data security.
• Work within a ticketing system, completing tasks at scheduled times with a very high level of accuracy.
• Provide direct end-user support for a wide range of technologies, user devices, telephone and conferencing devices and equipment, software applications and supporting systems.
• Manages, updates, and creates service and support documentation within the designated service management system and other documentation sources.
• Follows up with customers on issue resolution, and provides daily interaction, both in person, via the phone or via electronic messaging with customers to keep them apprised of the status of their requests.
• Conducts end-user training. Assists and mentors team members.
• Supports a diverse range of state agencies, each with unique requirements.

Minimum Qualifications:

• Good knowledge of computer trends, software, capabilities, and terminology.
  Typically met by valid IT certification such as CompTia A , OR an applicable two-year degree OR at least two years of work experience where advising others in this area was a predominant duty of the job.
• Good knowledge of computer hardware and software installation, and troubleshooting.
  Typically met by valid IT certification OR an applicable two-year degree OR at least one year of work experience where installing and troubleshooting computer hardware and software was a predominant duty of the job.
• Experience installing, upgrading, and maintaining one or more computer networks including computers, server hardware and software.
  Typically met by at least one year of work experience installing, upgrading, and maintaining one or more computer networks including computers, server hardware and software.
• Experience working with network protocols such as IP address schemas, DNS, DHCP, and directory services.
  Typically met by at least one year of work experience with network protocols such as IP address schemas, DNS, DHCP, and directory services.
• Experience evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems.
  Typically met by at least one year of work experience evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems.
• Experience independently evaluating and defining customer/system needs and recommending and implementing new IT solutions and recommending the installation and use of applications and system software.
  Typically gained by at least one year of work experience evaluating and defining customer/system needs, and recommending and implementing new IT solutions, applications, and system software. As well as recommending the installation and use of applications and system software.

Applications will be accepted through 4:59 PM MST on the posting end date.

Benefits:

The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov.

Preference may be given to veterans who qualify under state and federal laws and regulations.