Service Desk Analyst

Service Desk AnalystThe Service Desk Analyst is the central point of contact for OPPD Business Partners (BPs) for Technology & Security (TS) support and service. Analysts will provide excellent service via multiple channels including the ticketing system portal, phone, e-mail, chat and in-person, always striving to achieve first contact resolution (FCR). The Service Desk Analyst uses generally defined procedures to respond to a variety of problems/requests and escalates to the appropriate department if the problem cannot be solved or the request cannot be fulfilled. The Analyst plays a key role in building and maintaining relationships with BPs and acts as an ambassador for TS throughout the District.Provide front-line support for TS. Ensure that these activities are completed or escalated within established Service Level Agreements (SLA):

Receives incoming communications from a variety of sources for TS services, assesses each situation and uses good judgement to properly respond to the information provided or the service requested.

Performs front line support for all BPs and OPPD contractors (excluding OPPD Executive Leadership Team and Board Members) for TS provided hardware (including but not limited to personal computers, mobile devices, peripheral and collaboration equipment ), software.

Quickly recognize high priority incidents and engage Incident Managers to drive service availability.

Provide a broad range of technical services:

Perform workstation reimaging, hardware configurations and hardware replacements.

Perform software deployments, configuration and support.

Perform operational application tasks such as record updates and data inputs.

Assist in evaluating and testing new equipment and procedures.

Perform account management and access provisioning functions in various systems/applications per Cyber Security provided guidelines. For example:

Password resets.

Role-based access management such as account creation, modification, disable/reactivation, and deletion.

Monitor systems alerts and automated systems performance:

Receive alerts from a variety of sources in support of TS functions.

Investigate and resolve alerts when possible, engaging designated staff as needed.

Recognize alerts with high priority and escalate appropriately.

Provide support for Audio Visual and meeting space technology provided throughout the district:

Assist BPs in the usage of this equipment as requested.

Performs operational tasks in support of Board and OPPD Executive Leadership Team presentations/meetings.

Perform regular reviews and maintenance of meeting spaces across the district to ensure all equipment is properly positioned and in working order.

Perform various activities in support of these functions:

Create and update documentation accordingly and ensure new processes are communicated across the department.

Update asset management records per procedure and verify BP device asset number aligns with formal asset management record when providing service or support.

Ensure configurations, equipment installations, and de-installations comply with stated policies and procedures.

May need to work with 3rd party support, as well as close interaction with inventory and supervisory staff when replacing and deploying TS equipment.

Qualifications

Required:

Associates degree, preferably in related field and at least two (2) years¿ experience providing technology support or a combination of education and work experience that provides the necessary skills to perform the essential job functions

Familiarity with Microsoft System Center Configuration Manager (SCCM)

Very strong knowledge of personal computer software and hardware, particularly Windows 7, Windows 10, Microsoft Office product suite, Active Directory and Exchange

Broad understanding of TCP/IP and network equipment

Excellent customer service and interpersonal skills are required, including the ability to communicate clearly and professionally, both verbally and in writing

Must be able to work independently. Requires exceptional organizational skills, problem solving skills, and flexibility in changing priorities

Must be adaptable and willing to learn new systems/services as processes and technology change on a regular basis

Desired:

Bachelors degree in related field

A+ certification

ITIL V3 certification

Customer Care Professional Certification

HDI Support Center Analyst Certification

HDI Desktop Support Technician Certification

Closing Statement

Local 1483: Step 1 - $42.90Where the Light StartsWhat does it mean to be the source of light? On a basic level, it means operating from a place of honesty and integrity. It's how we achieve things. How we provide affordable, reliable, environmentally sensitive energy. Because it matters. We've pledged to serve, honor, and care for this community. That means the 13 counties we service, and it means one another. It means the people right here at OPPD-proudly comprised and welcoming of every creed, race, age, orientation, and color. Being -where the light starts- means showing up for each other and the people we serve. Doing the right thing even when no one's watching. We're proud of our commitment. We reward creative problem solving. We recognize that consistency and reliability are tremendous resources. That providing these things to the community and each other is a privilege. Because we are leading the way the future is powered. We are the source of light. Out there. In here. Everywhere.Org Marketing Statement EOE: Protected Veterans/DisabilityHow To Apply Apply online at www.oppd.com on or before June 5, 2024. Recruiter: Patique Collins - pncollins@oppd.com #LI-PC PLEASE NOTE - Your application has not been submitted unless you have applied for a specific requisition. If you have not chosen a specific opening, your application will remain in 'DRAFT' form and will not be viewed by our Human Capital staff.