What are the responsibilities and job description for the IT Service Desk Analyst II position at TalentAlly?
Are you an outgoing, organized, and IT customer service driven IT Service Desk Analyst II who is ready to support an enterprise with 4,000 employees using the latest industry technologies?
The City of Chesapeake's Department of Information Technology Enterprise Operations unit is seeking an IT Service Desk Analyst II to serve on our Service Desk Team. The IT Service Desk Analyst II should be ready to support a diverse population of end users with excellent IT customer service within a multi-tiered environment as a member of the DIT team!
This position is technical and administrative in nature with a strong focus on IT customer service. The incumbent will be responsible for providing Information Technology Service Desk support for the enterprise consisting of 3500 end-users and 4000 endpoints. This position will be responsible for providing frontline technical assistance to end-users, answering and resolving Service Desk telephone calls via call center technology, reviewing and resolving Service Desk portal tickets, answering Service Desk chats through a live agent application, supporting end-users in person at a Service Desk window, and using a service desk software ticketing system at Tier 1 to resolve multi-tier computer issues/problems with a Level 2 capable IT customer service skillset.
This incumbent will learn the current City technology environment and Service Desk processes as members of the Service Desk team by providing excellent IT customer service including user account management from cradle to grave, M365 Office support to include training, City-approved software and printer support, knowledge management via articles and communication, and ticket queue control.
Responsibilities
This position will require attention to detail, written and verbal communication skills, organizational skills, and the self-motivation to provide exceptional IT customer service. This is a hands-on the keyboard/administrative position with IT responsibilities.Required Qualifications:
The IT Service Desk Analyst will require at least 2 years' experience in the following:
The City of Chesapeake's Department of Information Technology Enterprise Operations unit is seeking an IT Service Desk Analyst II to serve on our Service Desk Team. The IT Service Desk Analyst II should be ready to support a diverse population of end users with excellent IT customer service within a multi-tiered environment as a member of the DIT team!
This position is technical and administrative in nature with a strong focus on IT customer service. The incumbent will be responsible for providing Information Technology Service Desk support for the enterprise consisting of 3500 end-users and 4000 endpoints. This position will be responsible for providing frontline technical assistance to end-users, answering and resolving Service Desk telephone calls via call center technology, reviewing and resolving Service Desk portal tickets, answering Service Desk chats through a live agent application, supporting end-users in person at a Service Desk window, and using a service desk software ticketing system at Tier 1 to resolve multi-tier computer issues/problems with a Level 2 capable IT customer service skillset.
This incumbent will learn the current City technology environment and Service Desk processes as members of the Service Desk team by providing excellent IT customer service including user account management from cradle to grave, M365 Office support to include training, City-approved software and printer support, knowledge management via articles and communication, and ticket queue control.
Responsibilities
This position will require attention to detail, written and verbal communication skills, organizational skills, and the self-motivation to provide exceptional IT customer service. This is a hands-on the keyboard/administrative position with IT responsibilities.Required Qualifications:
The IT Service Desk Analyst will require at least 2 years' experience in the following:
- Providing IT customer service support at Tier 1 with a level 2 capable skillset
- Using Service Desk software within an ITSM driven enterprise
- Using call center technology and ITSM portal at tier 1 as frontline technical assistance
- Using Service Desk software to monitor queues, track incidents and requests, answer live chat requests, and escalate them to appropriate IT personnel as necessary
- Supporting a Windows 11 desktop computing environment
- Supporting an M365 environment to include email object administration, Teams support, and Office applications training
- User account life cycle management through familiarity with Active Directory Administration via third-party applications
- Creating IT support Knowledge Articles to inform the enterprise Knowledge Base
- Supporting Enterprise Applications such as anti-virus, PDF management, Office Online, Internet browsers, and City-specific software as needed
- Supporting a centrally managed, enterprise print environment
- Creating IT support training documentation
- Self-motivation via attention to detail, written and verbal communication skills and organizational skills
- Any combination of education and experience working within an IT arena or closely related field equivalent to satisfactory completion of four years of college education in computer technology.