IT Operations & Support Analyst I - ITS

$54,080 - $54,080/Yr

State of Idaho - Boise, ID

Full-time - Entry Level

Onsite - Boise, ID

Executive, Legislative, and Other General Government Support

About the position

The IT Operations and Support Analyst I position at Information Technology Services (ITS) in Boise, Idaho, is responsible for providing end-user and system remote support as part of the Primary Support team. This role supports a variety of applications, systems, and end-user devices for state agencies, ensuring effective technology and cybersecurity services are delivered to enable state employees to serve Idaho's citizens. The position requires strong troubleshooting skills, customer service abilities, and effective communication with non-technical staff.

Responsibilities

• Provide direct end-user support for a wide range of technologies, user devices, telephone and conferencing devices and equipment, software applications, and supporting systems.
• Configure, troubleshoot, build, design, and deploy end-user software applications and device hardware.
• Manage, update, and create service and support documentation within the designated service management system and other documentation sources.
• Follow up with customers on issue resolution and provide daily interaction with customers in managing user-reported issues.
• Conduct end-user training and carry on-call phone occasionally throughout the year.

Requirements

• Good knowledge of computer trends, software, capabilities, and terminology, typically met by valid IT certification such as CompTia A+, OR an applicable two-year degree OR at least two years of work experience advising others in this area.
• Good knowledge of computer hardware and software installation and troubleshooting, typically met by valid IT certification OR an applicable two-year degree OR at least one year of work experience installing and troubleshooting computer hardware and software.
• Experience installing, upgrading, and maintaining one or more computer networks including computers, server hardware, and software, typically met by at least one year of work experience in this area.
• Experience working with network protocols such as IP address schemas, DNS, DHCP, and directory services, typically met by at least one year of work experience with these protocols.
• Experience evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems, typically met by at least one year of work experience in this area.
• Experience independently evaluating and defining customer/system needs and recommending and implementing new IT solutions.

Benefits

• Medical, vision, and dental insurance
• PERSI retirement benefits
• Paid sick, vacation, and parental leave
• 11 paid holidays per year