IT Service Desk Analyst I

The IT Service Desk Analyst I is responsible for providing assistance in trouble-shooting advanced end-user and infrastructure support issues for Macon-Bibb.

• Coordinate with the Security & Infrastructure team members, Administrators, and Division Manager concerning the implementation, monitoring, and maintenance of electronic equipment.
• Evaluate end-user and infrastructure needs and productivity enhancements.
• Trouble-shoot and resolve computer hardware and software-related issues in the field and escalate if needed until issues are resolved.
• Assist IT staff in planning the incorporation of maintenance and enhancement updates and upgrades.
• Assist in maintaining and trouble-shooting both local to enterprise-wide system and network support issues across multiple users and devices.
• Attend scheduled and unscheduled planning and production meetings, ensure that all system and network modifications are completely documented, and accurately log all support requests in the IT Helpdesk system.
• Conduct research in an effort to continually enhance technical growth individually, within the department, and within the organization where applicable.

• Knowledge of system and network fundamentals and concepts.
• Knowledge of office automation and business software.
• Knowledge of trouble-shooting, testing, and monitoring computer systems.
• Skill at engaging with customers during the computer troubleshooting and resolution process.
• Skill in building professional relationships.
• Skill in effective time management.
• Skill concerning professionalism and courteousness.
• Ability to focus on achieving goals, including those involving external departments, agencies, and the public.
• Ability to communicate effectively both verbally and in writing.
• Ability to multi-task in a high activity/energy professional environment that includes multiple and concurrent projects and project deadlines, and occasional interruptions and walk-in appointments
• Ability to resolve problems in a timely, efficient and effective manner.
• Ability to plan, coordinate and organize work; set priorities and meet critical deadlines.
• Ability to research, comprehend, and apply technical information when applicable 

LANGUAGE SKILLS:
Ability to read and understand written materials.  Ability to effectively communicate information to supervisors, employees, and the general public.

MATHEMATICAL SKILLS:
Ability to work with basic mathematical concepts, such as addition, subtraction, multiplication, and division.

COMMUNICATION SKILLS:
Must be able to effectively communicate orally and in writing in a professional manner in order to give or exchange information, resolve problems, and/or provide service. In addition, this position requires extensive contact with supervisors, other employees, and the general public.

REASONING ABILITY:
Ability to interpret and understand a variety of forms, reports, manuals, regulations, and other means of instruction and guidance.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This position requires light demands with intermittent sitting, standing, walking, computer use, and occasional lifting of lightweight objects.  

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The work environment is both an outdoor and an indoor office work area.

Salary : $46,197