What are the responsibilities and job description for the Service Desk Analyst position at City of Kalamazoo, MI?
Examples of Duties
- Support the current and future environment across the City.
- Develop and manage optimizations and ensure compliance.
- Provide quality and regular documentation updates for systems, change management and incident response.
- Perform complex troubleshooting and resolution for systems, including being an escalation point for other systems.
- Document, track and troubleshoot tickets as needed to evaluate and assess technical risks, adherence to standards, and progress according to SLA’s.
- Provide training, mentorship, and support professional development for fellow team members.
- Provide top tier customer service for all users.
- Provide tier 1 & 2 Service Desk support.
- Perform other IT related duties as assigned.
Essential Qualifications
- Bachelor’s Degree from an accredited college or university in Computer Science, Information Technology, or equivalent work experience
- In-depth knowledge of Microsoft Office, Windows 10, and other Microsoft applications in a Windows-based environment required
- Working knowledge of Windows 11
- Working knowledge of iOS and Android mobile platforms
- Working knowledge of Active Directory preferred
- Experience with Microsoft Exchange Server and Office 365 preferred
- Ability to research, design, and implement new technologies and processes
- Ability to think “outside the box”
- Possesses strong problem-solving skills
- Ability to produce quality work under pressure, while keeping a professional attitude
- Strong customer service skills
Acceptable Training and Experience
The City of Kalamazoo is an Equal Opportunity Employer. We are committed to creating a diverse, equitable and inclusive organization where different perspectives and experiences are welcomed and encouraged. Studies have shown that women and people of color, are less likely to apply for jobs unless they meet all of the qualifications listed. The City of Kalamazoo is most interested in finding the best candidate for the job, and that candidate may be one from a less traditional background. If you have transferable experience, please tell us about it. This approach will give each current and potential employee the opportunity to learn, grow and contribute to the City of Kalamazoo.
The benefits for this position fall within the City of Kalamazoo Non-Bargaining Unit (NBU) employee group.
For a summary of City of Kalamazoo benefits in NBU positions, please visit our website: www.kalamazoocity.org/benefits
Please note: these benefits are subject to change.
