Service Desk Analyst

Description/Distinguishing Features

With the City of Kalamazoo, the Service Desk Analyst will be responsible for supporting day to day operations of the environment while supporting multiple projects, responding to service calls, incident management, and providing technical support to end users. This individual will work closely with other IT personnel and members of the City to research new technologies and processes that could be incorporated into the environment.

Examples of Duties

• Support the current and future environment across the City.
• Develop and manage optimizations and ensure compliance.
• Provide quality and regular documentation updates for systems, change management and incident response.
• Perform complex troubleshooting and resolution for systems, including being an escalation point for other systems.
• Document, track and troubleshoot tickets as needed to evaluate and assess technical risks, adherence to standards, and progress according to SLA’s.
• Provide training, mentorship, and support professional development for fellow team members.
• Provide top tier customer service for all users.
• Provide tier 1 & 2 Service Desk support.
• Perform other IT related duties as assigned.

Essential Qualifications

• Bachelor’s Degree from an accredited college or university in Computer Science, Information Technology, or equivalent work experience
• In-depth knowledge of Microsoft Office, Windows 10, and other Microsoft applications in a Windows-based environment required
• Working knowledge of Active Directory preferred
• Experience with Microsoft Exchange Server and Office 365 preferred
• Ability to research, design, and implement new technologies and processes
• Ability to think “outside the box”
• Possesses strong problem-solving skills
• Ability to produce quality work under pressure, while keeping a professional attitude
• Strong customer service skills

Physical Requirements

• While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach
• Specific vision abilities required by this job include close vision requirements due to computer work
• Light to moderate lifting is required
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate
• Work Environment
• Moderate noise (i.e. business office with computers, phone, and printers, light traffic)
• Ability to work in a confined area
• Ability to sit at a computer terminal for an extended period
  

Acceptable Training and Experience

The City of Kalamazoo is an Equal Opportunity Employer. We are committed to creating a diverse, equitable and inclusive organization where different perspectives and experiences are welcomed and encouraged. Studies have shown that women and people of color, are less likely to apply for jobs unless they meet all of the qualifications listed. The City of Kalamazoo is most interested in finding the best candidate for the job, and that candidate may be one from a less traditional background. If you have transferable experience, please tell us about it. This approach will give each current and potential employee the opportunity to learn, grow and contribute to the City of Kalamazoo.

The City of Kalamazoo offers competitive benefits including health, dental, and vision insurance, flexible spending accounts, group life insurance, long and short-term disability, paid time off, a defined benefits pension plan, a 457 deferred compensation plan, and a retirement health care savings plan (HCSP). Benefits vary based on the bargaining unit of a position.

The City of Kalamazoo also operates a convenient health clinic that is open to employees, retirees, and their families and provides routine medical services and prescriptions.

The benefits for this position fall within the City of Kalamazoo Non-Bargaining Unit (NBU) employee group.

For a summary of City of Kalamazoo benefits in NBU positions, please visit our website: www.kalamazoocity.org/benefits

Please note: these benefits are subject to change.

01

Do you have a Bachelor's Degree from an accredited college or university in computer Computer Science, Information Technology or equivalent work experience?

• High School Diploma
• Some College Courses
• Associate Degree
• Bachelor's Degree
• Master's Degree

02

Do you have good customer service experience?

• Yes
• No

03

Do you have an in-depth knowledge of Microsoft Office, Windows 10, and other Microsoft applications in a Windows-based environment?

• Yes
• No

04

Do you have professional knowledge of Active Directory?

• Yes
• No

05

Do you have experience with Microsoft Exchange Server and Office 365?

• Yes
• No
• Required Question