Job Openings In Michigan Title:
Service Desk Analyst – Level 2 or 3
Post Date
9/28/2017
Expiration Date
12/27/2017
Details:
It’s an exciting time to be at the Great Lakes Water Authority (GLWA)! GLWA employs hundreds of technical and administrative staff, all working to ensure safe, healthy sewage treatment and to provide our award-winning drinking water to more than 80 wholesale customers in Michigan.
We are looking for a Service Desk Analyst – Level 2 or 3, to provide excellent customer service to support end users on a variety of issues. A career with GLWA can be rewarding, with opportunities for professional development and advancement. Qualified candidates will process the skill to use advanced technology, work in a busy environment with frequent interruptions and still be able to prioritize and resolve conflicting requests and work in a professional manner with access to confidential and other data types.
Responsibilities (not all inclusive)
• Respond to telephone calls, emails and personnel requests for technical support
• Document, track and monitor problems to ensure a timely resolution
• Provide Incident levels 1 and 2 support for GLWA hardware, software, applications and infrastructure
• Monitor and provide maintenance on Antivirus and Desktop patches
• Test desktop software for compatibility and maintain software library
• Develop GLWA desktop images and packages software for electronic distribution
• Maintain Service Desk standard operating procedures
• Work with other GLWA-IT staff to resolve problems
• Participate in information technology planning for hardware, software and infrastructure
• Initiate, assign and resolve tickets using the service desk tool
• Provide Customer and Service Desk Analyst Training on issues as needed
• Provide technical expertise, training and consulting related to computer systems, their applications and uses.
• Plan, design, and implement additions, upgrades and replacements
• Complete retirement of computer, network, and database management or application systems
• Service Desk Analyst – Level 3 may be required to perform team coordination activities within the functional unit
Qualifications:
Required Education & Experience
• Associate’s Degree in Computer Science, Information Technology or related field and minimum of one (1) year of experience; or combination of related work experience and education
• Possess an entry-level technology-specific certification (i.e. CompTIA+)
• Acquire and maintain vendor specific technology “associate” or “foundational” level (i.e. HDI Support Center Analyst (HDI-SCA) or ITIL Service Management Foundation Certification) within two (2) years
• Meet all of the requirements to advance to Service Desk Analyst Level 3 within two (2) years
Knowledge of:
• Hardware, software, application, database and network environments currently in use at GLWA
• Principles and techniques of application development and languages in use at GLWA
• Principles and techniques of systems analysis, design and development lifecycle
• Installation and maintenance of hardware, software, application, database, and network components
• Basic concepts and procedures in one of the IT disciplines (i.e. networking, database administration, systems or applications support, GIS or project management)
• Water and wastewater business functions and operations, preferred
Other Requirements:
• Must have a valid Michigan Driver’s License
• Ability to work irregular hours, commute to GLWA facilities and work sites, and respond to after hour emergencies and on-call responses
• Follow security and safety policies and procedures in carrying out work duties. Provide on the job training.
Comments:
GLWA offer competitive pay, opportunity for advancement, on the job training, ongoing professional development, tuition assistance and a career in a sector that safeguards public health, supports and strengthen communities, and protects the environment. To learn more about our mission go to One Water http://www.glwater.org/
Image:
Employer:
Great Lakes Water Authority
Contact:
Organizational Development Team
Address:
Water Board Building
735 Randolph Street
Work Phone:
313.964.9555
Email:
Vallorie.Parks-Turner @glwater.org
Website:
http://www.glwater.org/
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