Service Desk Analyst; II or III

Position: Service Desk Analyst (II or III)
* Overview
* Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.

Chelan County PUD is seeking experienced Service Desk Analysts to provide high-quality, customer-focused IT support for a mission-driven public utility. These roles serve as the first point of contact for technology incidents and service requests across the District. Analysts resolve hardware, software, and network issues, support enterprise systems, and document solutions in the IT Service Management (ITSM) system.

At the
* Analyst II
* level, employees handle moderate to high-complexity issues, support deployments, and contribute to process improvements.
At the
* Analyst III
* level, employees serve as senior technical resources, resolving the most complex issues, leading problem management, mentoring staff, driving service optimization, and overseeing hardware/software procurement and licensing compliance.

Interested parties are also invited to contact Human Resources at to discuss the position.

* Learn more and apply at
* * Responsibilities
*
* * Incident & Request Management:
* Diagnose, resolve, document, and escalate technology issues.

* * Enterprise & Endpoint Support:
* Deploy, test, patch, and configure systems, devices, and access.

* * Knowledge & Process Improvement:
* Maintain documentation, identify trends, and improve workflows.

* * User & Technology Enablement:
* Support users, mentor staff, and promote modern productivity tools.

* Skills and Abilities

* * Advanced technical troubleshooting across hardware, software, operating systems, and networks

* IT Service Management (ITSM) systems, documentation, and workflow improvement

* Microsoft enterprise and endpoint platforms (Intune, SCCM, Microsoft 365)

* Critical thinking, root cause analysis, and complex problem solving

* Clear communication and customer-focused service delivery

* Collaboration, mentoring, and adaptability to new technologies (including AI tools)

* QUALIFICATIONS
* Analyst II

* Experience:

* * 2+ years in technical support or system administration

* 2+ years of customer service experience (desired)

* Education:

* * No post-secondary education required

* Certifications (Desired):
* * ITIL 4 Foundation, CompTIA, Microsoft, Google IT Support, CCST, or HDI

Analyst III

* Experience
* * 5+ years in technical support or system administration

* 5+ years of customer service experience (desired)

* Education:

* * No post-secondary education required

* Certifications (Desired):
* * ITIL 4 Foundation, CompTIA, Microsoft, Google IT Support, CCST, or HDI

* Salary Range
* * The starting salary range for the Service Desk Analyst II position is $61,920 - $77,400 (based on qualifications).
* With tenure and strong performance _in this role_ an employee may earn up to a maximum of $92,880, annualized.

* The starting salary range for the Service Desk Analyst III position is $73,040- $91,300 (based on qualifications).
* With tenure and strong performance _in this role_ an employee may earn up to a maximum of $109,560, annualized.

* Introductory Period:
* New employees holding regular positions must complete an introductory period of twelve months. xrlwcon

* Benefits
* Chelan PUD employees also enjoy outstanding benefits which include zero cost employer funded medical, dental, and vision healthcare benefits, access to the employee assistance program, a VEBA health reimbursement account, and long-term care. For more explanation of the district benefits please visit our benefits website Type:
Full-time

Pay: $61,920.00 - $91,300.00 per year

Benefits:

* Dental insurance

* Employee assistance program

* Flexible spending account

* Health insurance

* Life insurance

* Paid time off

* Retirement plan

* Tuition reimbursement

* Vision insurance

Work Location:

In person