IT Service Desk Analyst

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 an IT Service Desk Analyst II 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! This position is technical and administrative in nature with a strong focus on IT customer service. The incumbent will be responsible for providing Information Technology Service Desk support for the enterprise consisting of 3500+ end-users and 4000+ endpoints. This position 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, answering Service Desk chats through a live agent application, supporting end-users in person at a Service Desk window, 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.

This incumbent 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. This position 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., Information Technology based positions must meet requirements specified in Criminal Justice Information System (CJIS) policy for access to the Virginia Criminal Information Network (VCIN).

ADA Checklist

Overall Physical Strength Demands

Overall Physical Strength Demands L=Light - Exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly OR requires walking or standing to a significant degree. Physical Demands

C = Continuously- 2/3 or more of the time. F = Frequently- From 1/3 to 2/3 of the time. O = Occasionally- Up to 1/3 of the time. R = Rarely- Less than 1 hour per week. N = Never- Never occurs. Standing Frequently- From 1/3 to 2/3 of the time. Sitting Frequently- From 1/3 to 2/3 of the time. Walking Frequently- From 1/3 to 2/3 of the time. Lifting Occasionally- Up to 1/3 of the time. Lifting Amount Exerting up to 20 lbs Carrying Occasionally- Up to 1/3 of the time. Carrying Weight Exerting up to 20 to 50 lbs Pushing/Pulling Occasionally- Up to 1/3 of the time. Pushing/Pulling Weight Exerting up to 20 lbs Reaching Occasionally- Up to 1/3 of the time. Handling Occasionally- Up to 1/3 of the time. Fine Dexterity Occasionally- Up to 1/3 of the time. Kneeling Rarely- Less than 1 hour per week. Crouching Rarely- Less than 1 hour per week. Crawling Rarely- Less than 1 hour per week. Bending Rarely- Less than 1 hour per week. Twisting Rarely- Less than 1 hour per week. Climbing Rarely- Less than 1 hour per week. Balancing Rarely- Less than 1 hour per week. Vision Frequently- From 1/3 to 2/3 of the time. Hearing Frequently- From 1/3 to 2/3 of the time. Talking Frequently- From 1/3 to 2/3 of the time. Foot Controls Occasionally- Up to 1/3 of the time. Machines, Tools, Equipment and Work Aids Used Computers (desktops & laptops), mobile devices (tablets & cell phones), keyboard & mice Protective Equipment Required None Health and Safety, C = Continuously- 2/3 or more of the time. F = Frequently- From 1/3 to 2/3 of the time. O = Occasionally- Up to 1/3 of the time. R = Rarely- Less than 1 hour per week. N = Never- Never occurs. Time Pressures Occasionally- Up to 1/3 of the time. Emergency Situations Rarely- Less than 1 hour per week. Frequent Change of Tasks Frequently- From 1/3 to 2/3 of the time. Irregular Work Schedule/Overtime Occasionally- Up to 1/3 of the time. Performing Multiple Tasks Simultaneously Frequently- From 1/3 to 2/3 of the time. Working Closely with Others as Part of a Team Continuously- 2/3 or more of the time. Tedious or Exacting Work Occasionally- Up to 1/3 of the time. Noisy/Distracting Environment Rarely- Less than 1 hour per week. Other If Other, Description Can anyone assist the employee in performing the primary tasks assigned to this position? If yes, identify the eligible task(s) Yes, we work in a team environment.

Professional References

Professional References

Please provide contact information for professional references. Minimum Requests 0 Maximum Requests 4

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. • Do you possess a valid driver's license and a driving record that is in compliance with the City's Driving Standards? Please review position requirements for details.

• Yes
• No

Applicant Documents

Required Documents

1. Resume
2. Cover Letter

Optional Documents

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, answer live chat requests, and escalate them to appropriate IT personnel as necessary
• Supporting a Windows 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., 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

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