Service Desk Analyst

WAGE: $32.23 - DOQ

DEPARTMENT: Information Technology

PERSONNEL STATUS: Full Time On Site

BENEFITS: Health, Dental, Vision, Retirement, 401k match, Sick/Vacation, Life Insurance, Short-term Disability, Accident, Critical Illness; Parental Leave; Maternity Leave

IMPORTANT NOTE:

This is an on-site/in person position. Candidates must be able to work in office during scheduled hours.

We not able to offer visa sponsorship now or in the future

JOB OVERVIEW:

Under general guidance and direction from the Director of Information Technology, performs systems technical support for the Weber County Information Technology Department. Assists technical support staff with troubleshooting programs and system software. Resolves hardware and software problems; repairs and maintains personal computers, printers, and other related hardware. Configures computers for deployment including imaging, configuration, and physical distribution of hardware. Documents and maintains hardware and software inventory. Business hours are 8am-5pm Monday – Friday. Some after hours and weekends are required.

ESSENTIAL FUNCTIONS:

Categorize, assign, and follow up on service desk tickets.

Invoicing and billing.

Tracks and maintains hardware and software inventory inside Service Desk application.

Prepares surplus of equipment for disposal including documentation and data security.

Assistance in analyzing programs and installing and maintaining system software and hardware.

Assists in making changes to network software and hardware.

Image, deploy, move, repair PC's, printers, monitors, keyboards, and other hardware.

Determines requirements for replacement parts or components and requests that replacements be requisitioned.

Acts as a backup to Network Administrators in assisting with daily system backups.

Labeling, and organizing tapes.

Assuring integrity and safety of data.

Listen to and understand customer’s needs, provide excellent IT customer service.

Assists other Information Technology Staff as required.

Other duties as assigned.

Any one position may not include all of the duties listed, nor do the listed examples include all duties which may be found in positions of this class. Applicants must be prepared to demonstrate the ability to perform the essential functions of the job with or without reasonable accommodation.

SUPERVISORY RESPONSIBILITIES:

None

EDUCATION/EXPERIENCE:

Education: Bachelor’s Degree in Computer Science, or other closely related field with extensive course work in Computer Applications.

Experience: Two (2) to four (4) years of increasingly responsible employment as a Hardware Technician or Helpdesk Technician, or any equivalent combination of education, certifications and experience.

Certification: A Certification required

KNOWLEDGE, SKILLS, AND ABILITIES (KSA):

Knowledge: Thorough knowledge of Microsoft Window, Microsoft Office Suites, Backup procedures and concepts. Thorough knowledge of malware/virus protection, identification and threat elimination. Thorough knowledge of computer hardware and Client Server Network systems including cabling and CAT5e/6 termination. Thorough knowledge of operations of an IT Service Desk, including request, incident, knowledge base, and change management; working knowledge of Linux, Windows, and Apple IOS. Working knowledge of VOIP. Working knowledge of projection and TV display equipment, audio and video streaming. Considerable understanding of customer service relations techniques. Working knowledge of ITIL and/or COBIT and ITSM methodologies are highly preferred.

Skills: Skill in connecting and maintaining Workstation and Network equipment.

Abilities: Ability to troubleshoot problems with computer components. Ability to research known problems and find solutions to software issues/bugs. Ability to communicate effectively verbally and in writing. Ability to balance workload in moderately stressful situations. Ability to research and evaluate system needs and design procedures to fulfill requirements; ability to establish and maintain effective working relationships with employees, other divisions, departments, user agencies, and the general public. Ability to follow written instructions and follow standards and procedures. Ability to exercise independent direction in the performance of duties. Ability to work after normal business hours and on weekends depending on active projects.

SPECIAL QUALIFICATIONS:

The employee will be required to have a valid Utah Driver’s License and have the ability to drive to and from various Weber County facilities.

Due to the nature of this position, the successful candidate may be required to complete a pre-employment background check prior to starting the position.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms. The employee frequently is required to stand and talk or hear. The employee is required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl; and smell. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 80 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet. Provides system technical support for Weber County Information Technology Department. Assist various departments in troubleshooting software and hardware issues. Maintain and repair PC, printers, and Refresh equipment. Gathers information to build imaging packages and deploys necessary packages, based on department needs. Responsible for up keeping documentation, inventory, and renaming PC to county standards.

Job Type: Full-time

Pay: From $32.23 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $32