Information Technology (IT) Service Desk Analyst I-II

Install and maintain personal computers and related hardware and software. Perform preventive maintenance on personal computer hardware and related equipment. Provide a wide range of support for District computer users. Maintain records of computer support and inventory activities. DISTINGUISHING CHARACTERISTICS Information Technology Service Desk Analyst I - This is the entry-level classification of the Information Technology Service Desk Analyst series. This classification is distinguished from the Information Technology Service Desk Analyst II position by the performance of the more routine tasks and duties such as routine help desk calls. This classification acts as the first level of technical support in answering questions from the user community involving routine problems associated with standard District software. This classification receives immediate supervision from higher-level supervisory staff. Since this classification is typically used as a training classification, employees may have only limited or no directly - related work experience. Information Technology Service Desk Analyst II - This is the full journey level classification within the Information Technology Service Desk Analyst series. Employees within this classification are expected to be able to handle a full range of duties including more complex technical support tasks. Typically, this will include Information Technology Service Desk questions of increasing complexity. This position may make decisions regarding the next level of required support. Employees at this level will receive direction from the higher-level Management Information Systems staff and may be called upon to provide technical direction to lower level personnel in this classification. Employees at this level receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the operating procedures and policies of the work unit. Adequate performance at this level requires the knowledge of departmental and computer related procedures and the ability to choose amongst a number of alternatives in routine problem solving situations. Positions in this classification are flexibly staffed and are normally filled by advancement from the Information Technology Service Desk Analyst I level., Maintain accurate records to support a detailed inventory of hardware and software. Assist personal computer users with hardware and software questions, problems, and training. Implement, upgrade and install personal computer hardware and software. Diagnose and resolve hardware and software problems. Perform staff and research development, which may include training and seminars. Respond to emergency situations and be on-call as assigned.

Perform other related duties as required or assigned by supervisor., Information Technology Service Desk Analyst II - Must have detailed knowledge of various Microsoft and Novell operating systems in use by the District; standard office applications and other applications installed at the District and problem analysis and solutions., This position may require a medical examination to determine medical fitness for performing the duties assigned to the position or classification. Turlock Irrigation District is an Equal Opportunity Employer. It does not discriminate on the basis of, race, color, ancestry, religious creed, national origin, sex, physical and mental disability, medical condition (cancer related), age (over 40), and marital status. Assistance is available in filling out job applications for disabled individuals. Applicants will be subject to drug testing in accordance with FHWA regulations, when the position requires a Commercial Driver’s License. Turlock Irrigation District’s bargaining unit positions are a part of an agency shop. Turlock Irrigation District provides reasonable accommodations to applicants and employees with a disability in accordance with federal and state law.

Do you have a valid Driver’s License license?, Do you have experience in Writing skills?, Do you have a Associate’s degree?, Any combination of experience and education that would likely provide the required skills and abilities is qualifying. A typical way to obtain the skills and abilities would be, Information Technology Service Desk Analyst I, II Equivalent to an Associate’s degree from an accredited college or university, with major course work in computer programming, personal computer hardware or related field. Experience Information Technology Service Desk Analyst I One year of experience as a technical support or service desk support person. Information Technology Service Desk Analyst II Two years of increasingly responsible experience performing duties equivalent to the Information Technology Service Desk Analyst I for the Turlock Irrigation District. Skills and Abilities Interpersonal and Communication Information Technology Service Desk Analyst I - Ability to: establish and maintain effective working relationships with those contacted in the course of work; understand and carry out oral and written instructions; and communicate clearly and concisely, both orally and in writing.

In addition to the Information Technology Service Desk Analyst I requirements: Information Technology Service Desk Analyst II - Must have ability to quickly identify and repair operational problems, give directions to others in problem solving situations and work independently in the absence of supervision.

Technical and Analytical Information Technology Service Desk Analyst I - Knowledge of: basic mathematics; personal computer hardware and software; nomenclature, symbols, methods, practices, and instruments used in the personal computer field; and safe and proper methods of shipping and transporting sensitive electronic equipment. Ability to: read and understand personal computer hardware and software technical manuals; and install or relocate equipment. Must have working knowledge of Microsoft Operating Systems and Office Applications., Information Technology Service Desk Analyst I - Ability to apply principles of data processing to a wide variety of problems. Must also be able to lift heavy equipment (up to 50 pounds)., Information Technology Service Desk Analyst II - Must have ability to work independently in the absence of supervision., Possession of an appropriate California driver’s license.

Pulled from the full job description

• 457(b)
• Tuition reimbursement
• Prescription drug insurance
• AD&D insurance
• Health insurance
• Retirement plan
• Vision insurance