Service Desk Analyst (Remote From Anywhere In Colorado)
- State of Colorado Job Opportunities
- Remote
- 23 days ago
Job Description
Department Information
Serving People. Serving Colorado.
The work of employees at the Governor's Office of Information Technology (OIT) is challenging and diverse because the needs of agencies, customers and Coloradans constantly evolve. But our focus never changes: improve the lives of all Coloradans through innovation and collaboration. We're building one of the nation's leading government IT organizations by reimagining how we support agencies, building first-of-their-kind applications, and creating an inclusive, collaborative culture, together. Join us in the important work of providing equitable access to services.
We believe equity, diversity, and inclusion drive our success, and encourage candidates from all identities, backgrounds, and abilities to apply. We know it's important to support each other, and that means having a healthy balance of work and personal time, and benefits that allow us all to have fulfilling lives.
Watch this two-minute video to learn about how OIT's mission, vision, and values inspire us to provide solutions that power the services Coloradans rely on every day.
Description of Job
Are you a technology guru who’s skilled in addressing technical matters in a way that those without an IT background can understand? Do you enjoy problem-solving and investigating issues? As a member of our Service Desk team, you will utilize these skills while providing critical, targeted Tier I and II desktop support.
Our new Service Desk Analyst will provide Tier I and Tier II support for customers at identified agencies by analyzing, diagnosing, and resolving software and hardware issues associated with desktop computers and mobile computing devices (laptops, network, local printers, PDAs). You will develop knowledge-based documents relating to the specialty area to provide training and troubleshooting guidance to the IT support staff and organization and ultimately provide excellent government services for the members of the Colorado community.
Primary job duties include the following:
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Provide Tier 1 and some Tier II support for a wide range of service offerings, products, and applications including mainframe, voice, and desktop support. - Install, maintain, and support computer software on desktop computers following defined procedures, processes, and methods.
- Diagnose issues and repair or resolve issues for desktop computer systems.
- Analyze, diagnose, and resolve issues associated with passwords, networking, wireless, VPN, hardwire connections, and access to business applications.
- IT and Customer Service Management.
- Coordinate all incidents reported and service requests made to the organization through the Service Desk.
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While most salary offers are made within the posted range, occasionally an offer is made below or above the posted range based upon this salary analysis.
This is a skills-based job announcement. The required minimum qualifications and/or
education (if substituting for the proven experience, knowledge, and skills), are as follows:
Minimum Qualifications:
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A minimum of two (2) years of professional experience in an occupational field related to the work assigned to the position, including previous experience in a professional environment, as a dedicated IT Service Desk Analyst.
Substitutions:
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Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications. - Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.
- If the minimum qualifications include a degree requirement, additional appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.
Preferred Qualifications:
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Previous experience with Google applications. - Active Directory experience.
- A+, HDI, and/or ITIL Certifications.
Conditions of Employment:
OIT candidates and employees must comply with any screening procedures in place at state entity locations where they might be required to perform work.
A pre-employment background check will be conducted as part of the selection process.
Positions supporting some agencies such as the Department of Corrections and the Department of Public Safety will also require a pre-employment drug test.
This position may require travel within the specified geographic area, and to locations across the state as needed.
This position may require on-call duties as needed by the position.
This role operates on 24/7 shift work schedule.
Supplemental Information
While candidates from out of state will be considered for this role, the candidate selected for the position must relocate and reside in Colorado on the first day of their new position. There is no form of relocation assistance, financial or otherwise, available for any position. A reasonable timeframe for relocation will be established on an individual basis, while considering business needs, and determining a start date.
Our application process and what to expect after you apply are described in the videos found here.
The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.
The Governor's Office of Information Technology is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADA Coordinator at [email protected] or call (303) 764-7900.
This posting may be used to fill multiple vacancies based upon business need.
The Governor's Office of Information Technology does NOT offer sponsored Visas for employment purposes.