IT OPS and Support Analyst I

Description

State of Idaho Opportunity

This is an intermediate level position. This position will support the operations of a wide range of applications, system, and end-user devices. The selected individual must possess an in-depth knowledge of troubleshooting and analysis tools, Microsoft workstation and desktop applications, Microsoft Active Directory, and backup and recovery operations. The selected individual will also have strong customer service skills and be able to work and communicate with non-technical staff as needed. This position is located in-person Monday through Friday 8AM-5PM in Meridian at ISP Headquarters.

To be hired, you must pass an extensive background investigation which will include work history, criminal history, reference checks, FBI fingerprint clearance, and a polygraph exam. 

PLEASE NOTE: The successful applicant will be required to complete a background investigation, polygraph examination and comply with our drug policy. Please review the ISP Drug Policy and ISP Grooming and Appearance Standards.

 EXAMPLE OF DUTIES: 

• Manage incoming calls to the Help Desk via telephone, e-mail, electronic work orders, and walk-in users to ensure courteous, timely, and effective resolution of end user issues. 
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. 
• Monitor and test fixes to ensure problems have been adequately resolved. 
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. 
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. 
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency. 
• Develop and disseminate help sheets, usage guides, and FAQ lists for end users. 
• Provide direct end-user support for a wide range of technologies, user devices, telephone and conferencing devices and equipment, software applications and supporting systems.
• Configures, troubleshoots, builds, designs, and deploys end-user software applications and device hardware.
• Manages, updates, and creates service and support documentation within the designated service management system and other documentation sources; follows up with customers on issue resolution; provides daily interaction, both in person, via the phone or via electronic messaging with customers in the management of user reported issues.
• Conducts end-user training.

 MINIMUM QUALIFICATIONS: 

• Good knowledge of computer trends, software, capabilities, and terminology. 
• Typically gained by a bachelor's degree or higher in a related field OR at least two college courses in a related subject area AND at least two years or applicable work experience in a related field.
• Good knowledge of computer hardware and software installation, and troubleshooting. 
• Typically gained by a bachelor's degree or higher in a related field OR at least two college courses in a related subject area AND at least two years or applicable work experience in a related field.
• Experience installing, upgrading, and maintaining one or more computer networks including computers, server hardware and software. 
• Typically gained by at least one year of applicable work experience in a related field.
• Experience working with network protocols such as IP address schemas, DNS, DHCP, and directory services. 
• Typically gained by at least one year of applicable work experience in a related field.
• Experience evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems. 
• Typically gained by at least one year of applicable work experience in a related field.
• Experience independently evaluating and defining customer/system needs and recommending and implementing new IT solutions.
• Typically gained by at least one year of applicable work experience in a related field.
• Experience recommending the installation and use of applications and system software.
• Typically gained by at least one year of applicable work experience in a related field.

 Benefits:

The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.*

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email [email protected].

Preference may be given to veterans who qualify under state and federal laws and regulations.