IT Service Desk Analyst II

The IT Service Desk Analyst II (Tier II) is responsible for providing assistance in troubleshooting end user and infrastructure support issues for Macon-Bibb County government.  To perform this job successfully, the incumbent must be able to manage and perform each essential duty and responsibility satisfactorily.

Qualification Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The following duties are normal for this position.  The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment.  Other duties may be required and assigned.The essential duties and responsibilities listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Under supervision of the IT Service Desk Manager, often performing independent day-to-day service desk/helpdesk tasks; responding to end user requests related to technical issues involving desktops, laptops, printers/copiers, scanners, monitors, Internet connectivity, software/applications, and other technologies.
• Deploy, troubleshoot, update, and maintain computers hardware, client-side application, and software.
• Respond to helpdesk ticket requests in a timely manner and ensure resolution of assigned tickets, to include delivering support by helpdesk ticket interaction, in-person (on site), remotely, by email, or by telephone.
• Ensure all support requests are submitted, assigned, tracked, documented, and closed upon resolution within the ticketing system.
• Triage helpdesk ticket requests through diagnostics, troubleshooting, testing/isolation, and/or escalation to appropriate IT team or vendor for resolution.
• Collaborate and communicate with management, end users, other departments, vendors, external agencies, as needed to coordinate work activities’ review status of work, exchange information, resolve problems, and foster a positive work environment.
• Assist with inventory management of IT assets lifecycle, including onboarding, offboarding, retention, and decommission.
• Participate in projects related to technical and non-technical initiatives and ongoing support.
• Develop and maintain standard operating procedures and training guides.
• Adhere to county policies, procedures, guidelines, federal/state laws and regulations, and applicable industry standards and frameworks.
• Attend relevant meetings to obtain guidance and offer insights.
• Build and maintain strong and collaborative partnership between county department end users, vendors, and stakeholders.
• Recommend IT enhancements, where appropriate, to support county-wide IT strategic goals, technology priorities, and end user needs or experiences.
• Provides service and helpdesk coverage as required.
• Maintains a comprehensive, current knowledge of applicable laws/regulations; maintains an awareness of new technologies, products, trends, and advances in the profession; reads professional literature; maintains professional affiliations; attends workshops and training sessions as appropriate.

The above essential duties and responsibilities are not intended as a comprehensive list; they are intended to provide a representative summary of the major duties and responsibilities.  Incumbent(s) may be required to perform additional related duties.The IT Service Desk Analyst should possess, at minimum, a Bachelor’s degree in Information Technology, Computer Science, Mathematics, or a related field with (1) year of demonstrated computer related hands-on technical support ; or an Associate’s degree in similar course work in conjunction with two years of progressive information technology experience.; or an equivalent combination of relevant training, education, and experience deemed appropriate by the Director to provide sufficient knowledge, skills and abilities to successfully perform the duties and responsibilities of the position.

Special requirements:

• Possession of a valid Georgia Motor Vehicle Operator’s License.
• Applicant must not have a State or Federal criminal conviction record.
• Applicant must be fingerprinted and pass a local background check conducted by the Macon-Bibb County Sheriff Department.

• Knowledge of IT infrastructure and foundational system and network concepts.
• Knowledge of technical triage, troubleshooting, testing, and monitoring concepts.
• Knowledge of quality customer service and customer relationship management.
• Knowledge of OSI model.
• Knowledge of workflow automation and commercial software and hardware.
• Skill in team building, professionalism, and courteousness.
• Skill in planning, organizing, and decision making.
• Ability to triage and troubleshoot computer related hardware and software break/fix problems.
• Ability to resolve moderate to med-level hardware, software, and connectivity technical problems.
• Ability to efficiently manage multiple tasks with exceptional attention to detail.
• Ability to resolve problems in a timely, efficient, and effective manner.
• Ability to plan, coordinate and organize work; set priorities and meet deadlines.
• Ability to give and understand oral and written communication.
• Ability to research, comprehend, and apply non-technical information related to the mission of the department.
• Ability to interpret and understand a variety of forms, reports, manuals, policies, procedures, regulations, and other means of instruction and guidance.

Specialized Technical Skills:

• Asset Management and tracking
• Computer life cycle management (CLM)
• Computer deployment and imaging
• Proficient in various operating systems (OS), including Windows 7, Windows 10, Windows 11, and macOS.
• Perform break-fix repairs on out-of-warranty computer hardware by diagnosing, repairing, and replacing failed components.
• Experience administering Active Directory, including user account password resets, unlocking accounts, and computer object management.
• Able to deploy and configure desktops, laptops, monitors, and docking stations, including full system setup and peripheral configuration.
• Configure, support, and manage Android and iOS devices using Mobile Device Management (MDM).