Service Desk Senior Analyst; Remote) OIT Internal

Together, we innovate for a stronger Colorado

The work of employees at the Governor's Office of Information Technology (OIT) is challenging and diverse because the needs of agencies, customers and Coloradans constantly evolve. But our focus never changes: improve the lives of all Coloradans through innovation and collaboration. We're building one of the nation's leading government IT organizations by reimagining how we support agencies, building first-of-their-kind applications, and creating an inclusive, collaborative culture, together.

Join us in the important work of providing equitable access to services.

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OIT ONLY RECRUITMENT: This recruitment is open only to current employees of the Office of Information Technology for the State of Colorado. Contractors currently engaged at OIT do not qualify as employees.

IMPORTANT NOTE: Please review your application to ensure completion. For the most equitable applicant experience, OIT’s hiring team considers only the contents of your application to review your qualifications. Please do not include any attachments (such as resume or cover letter) with your application as these items are not used by OIT’s hiring team.

We are thrilled to invite a skilled Service Desk Senior Analyst to join our dynamic team. In this role, you will be crucial in providing Tier I and II support for various applications, demonstrating your expertise in analysis, diagnosis, and resolution. As a strategic and collaborative professional, you will work to resolve software and hardware issues on both desktop and mobile platforms, resolving and/or escalating issues as needed.

You will make decisions based on a high-level understanding of processes and procedures, troubleshoot, train staff, collaborate with other leads and SMEs, and test applications and report results.

• Daily operation of the Incident Management System and processes.
• Providing Tier I and II support for application, administration, and hardware within a wide range of enterprise and agency services.
• Determining correct routing and escalation of tickets as necessary.
• Installing and supporting specified software.
• Contributing to the training and/or coaching of peers and stakeholders.

OIT ONLY RECRUITMENT: This recruitment is open only to current employees of the Office of Information Technology for the State of Colorado. Applications are not accepted from contractors engaged in work for OIT, or any state entity, as contractors are not employees.

A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While most salary offers are made within the posted range, occasionally an offer is made below or above the posted range based upon this salary analysis.

This is a skills-based job announcement. The required minimum qualifications and/or education (if substituting for the proven experience, knowledge, and skills), are as follows:

Five (5) years of professional experience in an occupational field related to the work assigned to the position, including previous experience in a professional environment as a dedicated Service Desk Analyst.

• Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.
• Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education,…