IT Operations & Support Analyst I

• 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 assigned

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 SAR team is responsible for performing account management functions across multiple supported agencies, including provisioning new accounts, processing access changes, and completing separations within Active Directory. The team also handles mailbox creation, modifications, and deprovisioning, along with assigning and updating user licensing in accordance with organizational standards. The role ensures all user access and services are accurately maintained, complies with established security and governance policies, and supports smooth onboarding and offboarding processes. Strong attention to detail and consistent adherence to access control procedures are essential for success in this role., Good knowledge of:

• Computer trends, software, capabilities, and terminology. *

• Typically met by valid IT certification such as CompTia A+, OR an applicable two-year degree OR at least two years of work experience where advising others in this area was a predominant duty of the job.

• Computer hardware and software installation, and troubleshooting. *

• Typically met by valid IT certification OR an applicable two-year degree OR at least two years of work experience where installing and troubleshooting computer hardware and software was a predominant duty of the job.

Experience:

• Installing, upgrading, and maintaining one or more computer networks including computers, server hardware and software., o Typically met by at least two years of work experience installing, upgrading, and maintaining one or more computer networks including computers, server hardware and software.

• Working with network protocols such as IP address schemas, DNS, DHCP, and directory services. * + o Typically met by at least two years of work experience with network protocols such as IP address schemas, DNS, DHCP, and directory services.

• Evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems. * + o Typically met by at least two years of work experience evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems.

• Independently evaluating and defining customer/system needs and recommending and implementing new IT solutions, o Typically gained by at least two years of work experience evaluating and defining customer/system needs, and recommending and implementing new IT solutions, applications, and system software.
• Recommending the installation and use of applications and system software. * + o Typically gained by at least two years of work experience recommending the installation and use of applications and system software.

This position is eligible for the state benefits package, including:

• Excellent low-cost medical, dental, and vision insurance
• Generous vacation and sick leave accrual beginning as soon as you start
• Eligibility for the Public Service Loan Forgiveness Program (PSLF)
• Paid parental leave
• Eleven paid holidays a year
• Participation in one of the nation’s best state retirement systems: PERSI
• Multiple retirement plans
• Life insurance
• Wellness programs; ongoing training opportunities; and more

https://dhr.idaho.gov/StateEmployees/Benefits.html

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

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!