Service Desk Analyst

This is a provisional appointment.

Brief Job Description (essential function of the position):

Under the general supervision of the Manager of Service Desk and Incident Management, provides technology support and solutions that improve efficiency and enhance services performed by City Agencies. The successful applicant will perform a variety of tasks, including analyzing and troubleshooting City technology assets. These may include but are not limited to: hardware, software, email, network connectivity, user configuration, installations, and account management. Other tasks may include: receiving and deploying technology assets, analyzing technology energy consumption to obtain savings and other special projects as required.

• Responds to telephone calls, emails and other requests for DoIT support. Ensures all requests are documented and entered into the Trouble Ticket System
• Provide timely, professional, accurate and courteous customer service support to all callers while attempting first call resolution to problems, including: phone, remote sessions, on-site diagnosis and problem resolution.
• Provides guidance and support to service desk technicians in troubleshooting hardware and software issues.
• Produces daily/weekly/monthly reports when necessary.
• Utilizes Service Desk applications to remotely upgrade Operating Systems, install applications, patches, deploy software inclusive of any compatibility patches, backup/restore (including desktop) user's files, restore mapped drives, printers, email profile, shortcuts and shared files.
• Support development and implementation of new computer projects and software deployments. 7. Maintains accurate log of assigned work order tickets.
• Must be able to develop alterative solutions for successful resolution of complex problems
• Meets with customers' department liaison to plan and organize the deployment of new hardware/software and makes recommendations to customers on upgrades and software needs, often times at worksites located throughout the city.
• Ability to remain detail-oriented and adapt to changing priorities.
• Attends recommended professional development seminars, courses and training.
• Other related duties as requested by the DoIT Management.

• Applicant must have at least two (2) years of full-time, or equivalent part-time, paid experience in a data processing environment in which the major duties included working in a desktop support and/or service desk technician capacity.
• Bachelor Degree in Computer Science or similar degree is preferred and may be substituted for the required experience.
• Applicant must have good working knowledge of the Microsoft Office Suite of programs/products including Outlook, Windows OS 7, in addition to common PC Hardware & Software applications. 4. Ability to exercise good judgment and focus on detail as required by the job.

• Ability to multi-task in a fast, dynamic support environment including ability to work independently.
• Proactive and enthusiastic attitude with focus on customer service.
• Excellent interpersonal, oral and written communication skills, including team work skills.
• Ability to move heavy equipment, as required.
• Understanding of the ITIL Management process or ITIL certification is a plus.
• After hours support may be required on occasion when requested by Management.