Service Desk Analyst

The City of Kirkland's Information Technology Department is seeking to hire a Service Desk Analyst!

Why Kirkland?

• Assists City staff with hardware and software problems; provides high-quality, detailed consultation, technical support, and troubleshooting with an emphasis on customer satisfaction; provides instructions to new and existing employees on features, capabilities, and policies of systems used (both computer and telephony-based) and assists employees with utilizing application software.
• Troubleshoots, diagnoses, replaces and repairs desktop computers, printers, and other computer and telephony peripherals such as phone sets; coordinates outside repairs, including preventative maintenance checks, monitors vendor performance, and notifies the IT Manager - Network & Operations accordingly; delegates work and manages efficiency of service.
• Prepares, installs, tests, and integrates newly acquired desktop computers, printers, computer, and telephony peripherals; configures software and integrates products with the network as needed; completes hardware and software registrations and manages software license inventory.
• Initiates and maintains network user accounts, troubleshoots network connectivity; prioritizes work and system issues and provides tier 1 to tier 2 support.
• Installs and configures phone sets including initial set up, configuration, and maintenance; manages phone set functionality, voicemail, and phone trees.
• Under the direction of IT Management; assess, plans and implements Service Desk projects; researches and recommends PC standards and specifications; upgrades system desktop computer hardware and software as needed.
• Staffs the automated Service Desk function, ensuring that user requests are effectively resolved either directly or by assignment to the appropriate technical staff, and notifies the IT Management of service issues; provides assistance and backup to other Division staff as necessary.
• Stays current with developments and changes in the desktop and related hardware and applications software industry; reviews and tests new hardware and software applications for potential use by City departments; installs, tests, and troubleshoots basic premise communications cabling within City facilities.
• Polices and reports violations of City software licensing policies and enforces other policies and procedures. Develops necessary documentation of policies, procedures, and troubleshooting directions in responsible areas to ensure continuity of service.

• Assists with training class scheduling, along with associated set-up, configuration, and testing of hardware and software associated with training classes.
• Performs other duties as assigned.

• Excellent interpersonal skills for establishing and maintaining effective working relationships with City staff and vendors.
• Comprehensive knowledge the Microsoft Office Suite.
• Working knowledge of the supported application packages within the organization.
• Comprehensive knowledge of PC hardware platforms, components, peripherals, repair techniques and the use of diagnostic tools for troubleshooting problems.
• Ability to comprehend and resolve the problems experienced by staff using software application programs.
• Comprehensive and up-to-date knowledge Windows PC operating systems.
• Knowledge of PC networks and data communication concepts, preferably in a windows environment with Active Directory.
• Basic knowledge of telephony concepts, preferably in VoIP PBX environments.
• Basic knowledge of additional peripheral technologies including, but not limited to, audio, multi-function (printer, scanner, copier, fax) devices and personal digital assistants/smart phones (such as Blackberry and iPhone).
• Ability to read and comprehend technical manuals and apply their contents to solving hardware and software problems.
• Ability to accurately convey technical information to non-technical audiences both orally and in writing.
• Good planning, organizing, problem solving and time-management skills.
• Willingness and ability to respond to callouts in the evening, nights, and on weekends.
• Willingness and ability to participate in a rotating schedule for supporting after hours City Council meetings.
• Willingness and ability to be available for occasional emergency work or projects that might require coming in early, staying late or working on weekends.
• Ability and willingness to maintain the absolute confidentiality of all sensitive files and materials accessed, discussed or observed while in the performance of duties.

Minimum Qualifications
Two-year technical degree in computer science or a closely related field or other combination of experience and education to substitute. Two years experience in the use of information technologies, specifically personal computers, and telephony peripherals. Experience with local area networks running in a Windows environment preferred.

Requires Licenses and Certifications
* Must possess a valid Washington State driver's license.

Working Conditions
Work is performed in a standard office environment. Incumbent is typically required to reach, stand, walk, finger, talk, hear, and perform activities requiring repetitive motions. Work is typically light work: Exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of force greater than that for sedentary work and the worker sits most of the time, the job is rated as light work.

Selection Process
Position requires a resume and cover letter for consideration of application. Please note how you meet minimum qualifications within the cover letter. Applicants who are selected for next steps in the hiring process will be invited by phone or e-mail. Candidates are encouraged to apply at the earliest possible date as screening, interviewing, and hiring decisions will be made through the recruitment period, until such time as the vacancy is filled.

The City of Kirkland is a welcoming community where every person can thrive and grow. We value diversity, inclusion, belonging, and work together to support our community. We do this by solving problems, focusing on the customer, and respecting all people who come into the City whether to visit, live, or work. As an Equal Opportunity Employer, we are committed to creating a workforce that does not discriminate on the basis of race, sex, age, color, sexual orientation, religion, national origin, marital status, genetic information, veteran status, disability, or any other basis prohibited by federal, state or local law. We encourage qualified applicants of all backgrounds and identities to apply to our job postings. Persons with a disability who need reasonable accommodations in the application or testing process, or those needing this announcement in an alternative format, may call 425-587-3210 or Telecommunications Device for the Deaf 711.