IT Service Desk Analyst II

Are you an outgoing, organized, and IT customer service driven IT Service Desk Analyst II who is ready to support an enterprise with 4,000+ employees using the latest industry technologies?

The City of Chesapeake's Department of Information Technology Enterprise Operations unit is seeking three (3) IT Service Desk Analyst II positions to serve on our Service Desk Team. The IT Service Desk Analyst II should be ready to support a diverse population of end users with excellent IT customer service within a multi-tiered environment as a member of the DIT team!

These positions are technical and administrative in nature with a strong focus on IT customer service. The incumbents will be responsible for providing Information Technology Service Desk support for the enterprise consisting of 3300+ end-users and 4000+ endpoints. These positions will be responsible for providing frontline technical assistance to end-users, answering and resolving Service Desk telephone calls via call center technology, reviewing and resolving Service Desk portal tickets, and using a service desk software ticketing system at Tier 1 to resolve multi-tier computer issues/problems with a Level 2 capable IT customer service skillset. These incumbents will learn the current City technology environment and Service Desk processes as members of the Service Desk team by providing excellent IT customer service including user account management from cradle to grave, M365 Office support to include training, City-approved software and printer support, knowledge management via articles and communication, and ticket queue control.

These positions will require attention to detail, written and verbal communication skills, organizational skills, and the self-motivation to provide exceptional IT customer service. This is a hands-on the keyboard/administrative position with IT responsibilities.

The IT Service Desk Analyst will require at least 2 years' experience in the following:

• Providing IT customer service support at Tier 1 with a level 2 capable skillset

• Using Service Desk software within an ITSM driven enterprise

• Using call center technology and ITSM portal at tier 1 as frontline technical assistance

• Using Service Desk software to monitor queues, track incidents and requests, and escalate them to appropriate IT personnel as necessary

• Supporting a Windows 10-11 desktop computing environment

• Supporting an M365 environment to include email object administration, Teams support, and Office applications training

• User account life cycle management through familiarity with Active Directory Administration via third-party applications

• Creating IT support Knowledge Articles to inform the enterprise Knowledge Base

• Supporting Enterprise Applications such as anti-virus, PDF management, Office Online, Internet browsers, and City-specific software as needed

• Supporting a centrally managed, enterprise print environment

• Creating IT support training documentation

• Self-motivation via attention to detail, written and verbal communication skills and organizational skills

• Any combination of education and experience working within an IT arena or closely related field equivalent to satisfactory completion of four years of college education in computer technology.

Required Qualifications

VOCATIONAL/EDUCATIONAL REQUIREMENT: Requires any combination of education and experience equivalent to a bachelor's degree in computer science or a closely related field.

EXPERIENCE REQUIREMENT: In addition to satisfying the vocational/education standards, this position requires a minimum of two years of related, full-time equivalent experience.

SPECIAL CERTIFICATIONS AND LICENSES: Requires a valid driver's license and driving record in compliance with City Driving Standards.

SPECIAL REQUIREMENT: Employees may be expected to work hours in excess of their normally scheduled hours in response to short-terms department needs and/or City-wide emergencies. Emergency operations support work and work locations may be outside of normal job duties.

Preferred Qualifications

Although it is not a requirement, the following is preferred:

• CompTIA A+ training and certification

• Completion of Help Desk Institute course(s)

• Strong interpersonal and collaboration skills

• Strong familiarity with remote connection tools

• At least 2-3 years' experience working in public sector IT environments is preferred