Job Description

Position: IT Operations and Support Analyst I/ Helpdesk

Location: Boise , Idaho ( Onsite)

Summary:

Information Technology Services is a team of dedicated professionals providing core technology and cybersecurity services to agencies statewide, enabling state employees to serve Idaho's citizens. We sincerely hope you will consider being part of our success!

Information Technology Services (ITS), currently has multiple openings for an IT Operations and Support Analyst I.

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 individuals must have strong customer service skills and be able to work with and communicate with non-technical staff as needed.

Please note: The successful candidate will be required to pass multiple, comprehensive fingerprint-based background checks specific to the agencies ITS supports.

The Onsite team travels to agencies throughout their service area to assist customers with IT services. Common ticket types include computer imaging, repair, and replacement, printer/copier setup and troubleshooting, basic network troubleshooting, and general user support. This position may also work with OEM vendors, such as Dell and Hewlett Packard, coordinating hardware replacement and repair.

The Tier 1 team is the first line of ITS support. Customers reach out for help by phone call, email, or the ticketing system. Handling a wide array of support, tier 1 agents assist users with account lockouts, password resets, application installation, basic hardware troubleshooting, and general user support. Utilizing remote assistance tools, tier 1 agents are able to resolve the majority of incoming issues, with support from other teams within ITS.

Example of duties:

• 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;
• Oversee and perform system administration and technical support for user devices, hardware and software, and networks.
• Incumbents serve as IT consultants and advisers to department staff and management on system needs, operation and telecommunications problems, and requests for services.
• Individually, or when leading technical teams, installs and maintains software products and configures computers according to standards;
• Ensures state computers follow critical security policies, maintain updated software and drivers, and only run authorized software;
• Onsite analysts travel to multiple locations in a designated region to provide direct onsite technical support to end-users, replace computers, and work with other internal ITS teams to install, troubleshoot, and maintain network, infrastructure, printer, and UPS hardware;
• Participates in a 24/7/365 on call rotation providing afterhours technical support;
• Identifies, evaluates, and corrects hardware, software, and operations problems;
• Monitors and troubleshoots network system performance;
• Resolves communications and networking problems;
• Provides technical support and training to users and technical staff;
• Provides problem escalation with vendors.

Other duties as assigne

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