JOB TITLE: SERVICE DESK ANALYST II                            

WAGE/HOUR STATUS: Non-Exempt

REPORTS TO: Director of Technical Services                     

PAY GRADE: IT2 (230 Days)

DEPARTMENT: Technology Services                                 

DATE REVISED: April 2023

PRIMARY PURPOSE:      

Provide support and guidance for the District’s Application Service Desk. This includes providing direction and support to Service Desk I personnel as needed. The Application Service Desk is the central point-of-contact for campuses requesting assistance with supported district applications.  

QUALIFICATIONS:

Minimum Education/Certification: 

High School Diploma or GED          

Special Knowledge/Skills:

• Excellent customer service skills.
• Effective organizational, problem-solving, communication, and interpersonal skills.
• Proficient keyboarding skills.
• Ability to operate computing devices and peripherals using a variety of basic applications. Vast knowledge of varied enterprise IT elements (i.e. networking, cybersecurity, account management, etc.) preferred.   
• Ability to effectively use district programs after basic training.
• Ability to work independently with minimum supervision.

Minimum Experience: 

• Technology experience in a school environment or other comparable experience.
• Experience working in a process-oriented IT service organization.

MAJOR RESPONSIBILITIES AND DUTIES:

1. Provide direction and support to Service Desk I personnel as needed.
2. Perform Service Desk I tasks and responsibilities when needed.
3. Assist in rolling new applications.
4. Record incidents and service requests in the support ticket management system.
5. Route incidents and service requests to support specialist groups or individuals as needed.
6. Analyze incidents and service requests for correct prioritization, classification and providing initial support.
7. Provide ownership, monitoring, tracking and communication for incidents, service requests, and problem tickets.
8. Generate problem and/or parent ticket as the need is recognized.
9. Provide resolution and recovery of incidents not assigned to support specialist groups.
10. Close incidents and service requests efficiently and timely.
11. Monitor the status and progress towards resolution of incidents and service requests as directed by supervisor.
12. Keep users and the Service Desk informed about incidents and service request progress.
13. Escalating incidents, requests, and problems as necessary per established escalation policies.
14. Assist with the management of district-wide technology support ticket management system.
15. Contribute to Knowledge Management system.
16. Assist in training district personnel as needed.
17. Coordinate service desk activities among all service desk personnel. This includes assisting and training junior service desk personnel as needed. This also includes collecting service desk-related data and presenting statuses to supervisors as necessary.
18. Generate and analyze data for continuous improvement using established KPIs.
19. Assist licensed users with obtaining access to district-approved applications and resources. This may include assisting with software installation by providing users with the appropriate access (i.e. user account, download link, elevated installation privileges, etc.). 
20. Maintain accurate and complete records in a secure and confidential manner.
21. Provide excellent customer service to all users requesting assistance.
22. Other duties as directed by supervisor.

EQUIPMENT USED: 

Computing devices, peripherals, and multi-line telephone

WORKING CONDITIONS:

Mental Demands/Physical Demands/Environmental Factors:   

Maintain focus while performing tasks with frequent interruptions

Maintain emotional control under stress

Repetitive hand motions

Prolonged use of computer

Safety:  Perform all duties in a safe and responsible manner.  Observe all safety precautions.

The information contained in this job description is for compliance with the Americans with Disabilities Act (ADA) and foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities, duties, and skills that may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Contribute to the prevention of accidents and injuries by observing safety rules and District policy, practicing the principles and skills taught in safety training, wearing personal protective equipment as required, reporting injuries and incidences immediately to supervisor, and being proactive in the ongoing efforts to improve workplace safety.