Service Desk Analyst

Weber County•Ogden, UT

9h•Onsite

About The Position

Under general guidance and direction from the Director of Information Technology, performs systems technical support for the Weber County Information Technology Department. Assists technical support staff with troubleshooting programs and system software. Resolves hardware and software problems; repairs and maintains personal computers, printers, and other related hardware. Configures computers for deployment including imaging, configuration, and physical distribution of hardware. Documents and maintains hardware and software inventory. Business hours are 8am-5pm Monday – Friday. Some after hours and weekends are required.

Requirements

Bachelor’s Degree in Computer Science, or other closely related field with extensive course work in Computer Applications.
Two (2) to four (4) years of increasingly responsible employment as a Hardware Technician or Helpdesk Technician, or any equivalent combination of education, certifications and experience.
Thorough knowledge of Microsoft Window, Microsoft Office Suites, Backup procedures and concepts.
Thorough knowledge of malware/virus protection, identification and threat elimination.
Thorough knowledge of computer hardware and Client Server Network systems including cabling and CAT5e/6 termination.
Thorough knowledge of operations of an IT Service Desk, including request, incident, knowledge base, and change management; working knowledge of Linux, Windows, and Apple IOS.
Working knowledge of VOIP.
Working knowledge of projection and TV display equipment, audio and video streaming.
Considerable understanding of customer service relations techniques.
Skill in connecting and maintaining Workstation and Network equipment.
Ability to troubleshoot problems with computer components.
Ability to research known problems and find solutions to software issues/bugs.
Ability to communicate effectively verbally and in writing.
Ability to balance workload in moderately stressful situations.
Ability to research and evaluate system needs and design procedures to fulfill requirements; ability to establish and maintain effective working relationships with employees, other divisions, departments, user agencies, and the general public.
Ability to follow written instructions and follow standards and procedures.
Ability to exercise independent direction in the performance of duties.
Ability to work after normal business hours and on weekends depending on active projects.
Valid Utah Driver’s License and ability to drive to and from various Weber County facilities.
Ability to complete a pre-employment background check.

Nice To Haves

Working knowledge of ITIL and/or COBIT and ITSM methodologies are highly preferred.
CompTIA A+, CompTIA Network+, CompTIA Security+

Responsibilities

Gives assistance in analyzing programs and installing and maintaining system software and hardware.
Assists in making changes to network software and hardware.
Image, deploy, move, repair PC's, printers, monitors, keyboards, and other hardware.
Determines requirements for replacement parts or components and requests that replacements be requisitioned.
Acts as a backup to Network Administrators in assisting with daily system backups.
Labeling, and organizing tapes.
Assuring integrity and safety of data.
Listen to and understand customer’s needs, provide excellent IT customer service.
Tracks and maintains hardware and software inventory inside Service Desk application.
Prepares surplus of equipment for disposal including documentation and data security.
Assists other Information Technology Staff as required.
Other duties as assigned.