SERVICE DESK ANALYST II

Minimum Qualifications:
Associate's Degree in Business, Information Technology,  Information Systems, or a related field required; supplemented by one year of experience in information systems analysis or related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Specific License or Certification Required: Must possess and maintain a valid Georgia driver's license.

Specific Knowledge, Skills, or Abilities: Must be able to demonstrate proficiency in performance of Windows-Docs, all Microsoft applications, laptop, desktop and table troubleshooting and the ability to problem solving, comprehend customer support process and techniques and the ability to learn applications, technology and terminology necessary to function effectively in the position.

EXAMINATION:
The examination will consist of a review of education and experience, accomplished by analysis of the application.  Application must document that the applicant possesses the minimum knowledge, skills, education and experience as listed to be rated as eligible. If selected, an official, accredited college transcript is required, at time of employment, for all degrees/course work used to qualify for this position. 


ALL APPLICATIONS MUST BE COMPLETED IN FULL BEFORE THEY ARE SUBMITTED. PLEASE REVIEW ALL APPLICATIONS FOR ACCURACY AND MAKE ALL CORRECTIONS BEFORE SUBMITTAL BECAUSE ERRORS CAN RESULT IN NOT MEETING THE MINIMUM QUALIFICATIONS. ADDITIONAL INFORMATION WILL NOT BE ACCEPTED AFTER ALLOCATIONS ARE RECEIVED BY THE PERSONNEL DEPARTMENT.Purpose of Classification:
The purpose of the Service Desk Analyst II is to provide first-line support for service issues by taking calls from Department/County users, logging issues and service requests in the service management tool, and working with Service Desk and Service Management teams to ensure that services are delivered promptly and disrupted services are returned to normal as soon as possible.

Essential Functions: 
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Interacts directly with Department and County technology users through calls or systematic messaging to document, troubleshoot, accurately prioritize, and resolve incidents and other reported issues. Leverages service management tools to document and route incidents to the appropriate Service Management/Delivery teams to provide additional troubleshooting support and incident resolution services. Adheres to established service management processes and procedures to ensure the Departments receive a consistent and seamless experience.

Monitors and tracks the status of open/ongoing issues, works with support teams to determine estimated time of resolution, and communicate incident status if needed. Understands to and adheres to access management processes when fulfilling access-related service requests, ensuring the appropriate permissions, rights, and validations are in place. Ensure time to resolution is in line with Service Level and Operational Level agreements, and escalates incidents appropriately to ensure awareness and support timely resolution.

Communicates with Tier 2 and Tier 3 Technical Support divisions for troubleshooting tips and guidance to include escalation if necessary, provide Tier 1 and Tier 2 Technical Support for endpoint devices(I.e. desktops, printers, laptops, tablets, monitors), applications and software.

Serve as technical Lead for Desktop, Operating System and Application/Software deployments and migrations.

Configure and deploy endpoint devices (I.e. desktops, printers, laptops, tablets, monitors), applications and software, serve as Tier 2 support to service desk analyst I.

Works with Support teams to facilitate and manage the delivery of service requests. Works with Incident/Problem manager to troubleshoot, identify root cause, and resolve incidents and problems.

Provides occasional after-hours support to address department issues with support teams, perform technical support services to County remote locations.  Engage third party support as required.

Track and update inventory information as equipment is received for deployment and shipped for repair.

Identifies opportunities and creates documentation and procedures in conjunction with support staff to aid in the resolution of future incidents and fulfillment of future service requests.

Additional Functions:

Performs other related duties as required.
 Performance Aptitudes:
Data Utilization: Requires the ability to evaluate, audit, deduce, and/or assess data using established criteria. Includes exercising discretion in determining actual or probable consequences and in referencing such evaluation to identify and select alternatives.

Human Interaction: Requires the ability to work with and apply principles of persuasion and/or influence over others to coordinate programs or activities of a project, and resolve typical problems associated with the responsibilities of the job. Requires the ability to provide semi-formal training to others in specific areas using furnished teaching materials.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate and control the actions of equipment and machinery, requiring the monitoring, adjustment, regulation, and/or setting of multiple conditions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, and ratios; may include ability to calculate surface areas, volumes, weights, and measures.

Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.
 It is the policy of Fulton County that there will be equal opportunity for every citizen, employee and applicant, based upon merit without regard to race, color, religion, national origin, gender, genetics, age, disability or sexual orientation.

Salary : $42,627 - $63,941