Information Technology; IT Service Desk Analyst -II

JOB SUMMARY

Install and maintain personal computers and related hardware and software. Perform preventive maintenance on personal computer hardware and related equipment. Provide a wide range of support for District computer users. Maintain records of computer support and inventory activities.

Information Technology Service Desk Analyst I – Entry-level classification of the Information Technology Service Desk Analyst series. Performs routine help desk calls and other routine tasks. Acts as first technical support level and receives immediate supervision. Typical classification used as training; employees may have limited or no directly related work experience.

Information Technology Service Desk Analyst II – Full journey level of the series. Handles a full range of duties, including more complex technical support tasks, and may decide on higher level support needed. Receives occasional instruction and may provide technical direction to lower‑level personnel. Fully aware of operating procedures and policies.

• Maintain accurate records to support a detailed inventory of hardware and software.
• Assist personal computer users with hardware and software questions, problems, and training.
• Implement, upgrade, and install personal computer hardware and software.
• Diagnose and resolve hardware and software problems.
• Perform staff and research development, including training and seminars.
• Respond to emergency situations and be on call as assigned.
• Perform other related duties as required or assigned by supervisor.

Equivalent to an Associate’s degree from an accredited college or university, with major coursework in computer programming, personal computer hardware, or a related field.

Information Technology Service Desk Analyst I – One year of experience as a technical support or service desk support person.

Information Technology Service Desk Analyst II – Two years of increasingly responsible experience performing duties equivalent to the Information Technology Service Desk Analyst I for the Turlock Irrigation District.

• Interpersonal and Communication –
  Information Technology Service Desk Analyst I:
  Ability to establish and maintain effective working relationships, understand oral and written instructions, and communicate clearly and concisely.
  Information Technology Service Desk Analyst II
  :
  Ability to quickly identify and repair operational problems, give directions to others in problem‑solving situations, and work independently in the absence of supervision.
• Technical and Analytical –
  Information Technology Service Desk Analyst I:
  Knowledge of basic mathematics, personal computer hardware and software, naming, symbols, methods, and safe shipping of electronic equipment. Ability to read and understand technical manuals and install or relocate equipment. Working knowledge of Microsoft Operating Systems and Office applications.
  Information Technology Service Desk Analyst II
  :
  Detailed knowledge of various Microsoft and Novell operating systems in use by the District and standard office applications, with problem analysis and solutions.
• Administration and Operations –
  Information Technology Service Desk Analyst I:
  Apply principles of data processing to a wide variety of problems and lift heavy equipment up to 50 pounds.
  Information Technology Service Desk Analyst II
  :
  Work independently in the absence of supervision.

Possession of an appropriate California driver’s license.

This position may require a medical examination to determine medical fitness for performing the duties assigned to the position or classification.

Turlock Irrigation District is an Equal Opportunity Employer. It does not discriminate on the basis of, race, color, ancestry, religious creed, national origin, sex, physical and mental disability, medical condition (cancer related), age (over 40), and marital status. Assistance is available in filling out job applications for disabled individuals. Applicants will be subject to drug testing in accordance with FHWA regulations, when the position requires a Commercial Driver's License.

Turlock Irrigation District provides reasonable accommodations to applicants and employees with a disability in accordance with federal and state law.