IT Service Desk Analyst I - Yuma, United States - Yuma County, AZ

Description

Salary: $ $33.58 Hourly


Location : Yuma, AZ


Job Type: Full Time


Job Number: 276BS


Department: Information Technology Services


Opening Date: 05/13/2024


Closing Date: Continuous


Job Summary

This position is advertised from the minimum to mid-point hourly rate. Salary will be determined based on education and experience at the time of offer.

NATURE OF WORK

Under minimal supervision, troubleshoots, diagnoses, investigates, and resolves technology problems through discussions with end-users, monitors servers, network traffic, and is responsible for first-level technical support in response to incoming calls to the Service Desk to minimize customer downtime, and assures the ongoing functionality and availability of Yuma County's information technology systems; this position has countywide responsibility.

Example of Work

((Illustrative Only) Responds to end-user calls and emails regarding PC software, hardware, server application, cybersecurity, and any other technology concerns; recognizes, researches, isolates, and resolves information systems problems; resolves less complex problems immediately on the first call and refers more complex problems to next tier technical support personnel, as appropriate; remains current on all supported technologies and procedures; provides prompt and professional support in a high-pressure environment; generates and documents detailed work orders through the Service Desk Plus call tracking system; utilizes Dameware Management suite to remotely manage desktop and/or laptop computers; sets up Outlook email accounts with Exchange; resets network and/or application passwords; assists in coordinating the resolution of application/software problems impacting production; maintains regular contact with users on operational and production problems through resolution; recognizes and identifies where existing policies and procedures require change, or new ones require development; performs work within the scope of authority and training; provides assistance to end-user needs and accurately assesses, translates, and identifies the problem to ensure a successful resolution; d documents end-user issues clearly as well as develops, maintains, and updates documentation to be used by other support staff; proactively monitors applications, networks, security applications, etc. to promptly recognize a potential issue, act/report, and possibly prevent a larger technology event through the prompt identification of a potential issue. sets security and access controls based on ITS policies and procedures; may assist in the evaluation of new technology(s); Maintains absolute confidentiality of work-related issues and Yuma County information; regular and reliable attendance is required; performs other duties as assigned;


Experience and Education

Experience and Education

Thirty (30) semester hours of post-high school coursework in computer science, management information systems; or equivalent technical training; AND Two (2) years of progressively responsible experience in support of computer systems, networks, and related equipment; should have a familiarity with file servers, data communication systems, Standard Operating Procedure (SOP) creation, Microsoft Active Directory and enterprise productivity/collaboration suites; OR an equivalent combination of education and experience.

Preferred Qualifications:

Associates degree in computer science or related field, ITIL Foundation Level or similar, A+, Network +, Security +, Microsoft Technology Associate (MTA), Google IT Support Certificate.

SPECIAL REQUIREMENTS:

Successful completion of a background check; Must possess and maintain an Arizona valid driver's license; Must attain CompTIA IT Operations Specialist (CIOS) designation or similar within six (6) months of employment.

Hourly rate for this position has been revised effective 3/4/24.

Knowledge, Skills and Abilities

Knowledge, Skills and Abilities


Knowledge of:

County policies and procedures; current IT policies and procedures; troubleshooting techniques for computer hardware, software, and peripheral equipment; technical support principles, processes, and standards; networked computer system environments and peripheral device capabilities; software applications and operating systems used within an enterprise environment; County ITS access policies and security protocols; customer service methods and techniques; ITIL Foundation methodology or similar; CIA Triad (Confidentiality, Integrity, and Availability); Incident Response plans; IT Service Management (ITSM).

Skill in:
Operating computer systems, telephone systems, and related peripheral equipment and devices; understanding and providing clear technical support information, both verbally and in writing to a varying audience; customer service in a Technical Help Desk or Data Center/NOC environment

hardware and software troubleshooting by analysis of problem descriptions provided by customers via phone, email, or in-person interactions; understanding technical instructions; critical decision making; working in a time-pressured and frequently changing environment; handling a high volume of work, interruptions, multiple or complicated tasks, and unscheduled tasks.

Ability to:

Communicate effectively verbally and written; Ability in planning and organizing projects; establishes and maintains successful working relationships with county employees, departments/offices, customers, and vendors; effectively respond to phone calls, emails and complaints in a timely manner; plan, prioritizes, manages and responds to multiple assignments in a fast-paced environment; read, write, research, synthesizes data and detailed reports; use modern office equipment and computers; lift/carry, push, and pull up to 20 pounds; sit, stand, and/or walk for up to 6 hours per day; bend and/or stoop; perform the essential functions of the job specifications with or without a reasonable accommodation.

Physical Demands and Working Environment:
While work is performed in an office environment, it may require driving to other facilities; the job may require bending, stooping, crawling, climbing, pushing, pulling, and being able to lift up to 20 pounds.


EOE/AA/ADAAA/M/F/V/D DRUG FREE WORKPLACE

Medical Coverage Category

The YCEBT is a self-funded medical plan administered by BlueCross BlueShield of Arizona (BCBSAZ).

The employee is able to select from three (3) medical plan options with six (6) tiers that will best suit the employee's needs, dependents or families.

Plan Option 1:
Preferred Provider Option A (PPO) or PPO A 900 deductible with $10.00 Wellness Incentive. Employees who participate in the "Wellness Incentive" will receive a $20 monthly premium reduction.

Plan Option 2:
Preferred Provider Option B (PPO) or PPO B 1,200 deductible with $10.00 Wellness Incentive. Employees who participate in the "Wellness Incentive" will receive a $20 monthly premium reduction.

Plan Option 3:
High Deductible High Plan - Health Savings Account (HDHP-HSA) or HDHP-HSA with Wellness Incentive.

HDHP-HSA Wellness Incentive for Employee Only option can receives upto $240.00 annual contribution to a Limited Purpose FSA card.

Southwest Service Administrator (SSA)

Mexico PPO Health Plan:
SSA is available to employees who are enrolled in YCEBT Medical PPO Plan.

The SSA Plan pays 100% of hospital, medical, laboratory and prescription drug benefits, to a maximum of $5,000 per person per calendar year ($10,000 for two or more family members).

This position may be retirement eligible, if you have any questions contact Recruitment division at or visit for more information.