Service Desk Analyst I (2+ years exp.)
Description:
Minimum/General Experience: Provides Service Desk or Network Operations level I support.
Shall have experience providing level 1 phone support or customer service experience.
Minimum two years’ experience in the field. Functional Responsibilities: Works closely with
service desk and Network Operations Center (NOC) staff and supervisors to provide level 1
support directly to customers in Microsoft windows based desktop environment. Performs
incident recording and basic incident investigation. Minimum Education: High School diploma
Service Desk Analyst II ( 2+ years exp.)
Description:
Minimum/General Experience: Provides Service Desk or Network Operations level I support.
Shall have experience providing level 1 phone support, customer service experience and
desktop support knowledge and skills. Minimum two years’ experience in the field. Functional
Responsibilities: Works closely with service desk and NOC staff and supervisors to provide level
1 support directly to customers in Microsoft windows based desktop environment. Strong
communication skills required. Performs full lifecycle of Incident management activities in
context of a professional service desk. Minimum Education: HDI Service Desk Analyst
certification and Microsoft DST or equivalent certificate required.\

 

 

Service Desk Analyst III (5+ years exp.)
Description:
Minimum/General Experience: Provides Service Desk or Network Operations level I support
and advanced troubleshooting and systems configuration. Shall have experience providing level
1 phone support, customer service experience, problem solving experience, and advanced
desktop support knowledge and skills. Minimum five years’ experience in the field. Functional
Responsibilities: Works closely with service desk and NOC staff and supervisors to provide level
1 support directly to customers and advanced problem solving support to resolve complex
issues in Microsoft windows based desktop environment. Strong communication and problem
solving skills required. Performs full lifecycle of Incident management activities in context of a
professional service desk. Minimum Education: College degree and HDI Service Desk Analyst
certification and Microsoft DST or equivalent certificate required.

 

 

Technical Project Manager (2-4 years)
Description:
Conducts planning, coordination, and tracking of information technology projects and full
lifecycle tasks; examples include assess customer requirements and advise on appropriate
solutions; identify technology solutions and conduct assessment of fit; identify resources;
facilitate and direct multidisciplinary teams; plan, develop schedules using project management
systems, assess risks, track progress, develop dashboards, and coordinate resources; manage
solution vendor/implementer tasks, estimate costs and manage project budgets; report on
project progress. Provides analysis and consultation and works with county IT staff in
development of appropriate supporting infrastructure and all integration issues to include
security and recovery.

 

 

Technology Trainer/Writer (2-4 years)
Description:
Develops training plans and materials, and user documentation that use both generic and job
specific examples. Create step-by-step guided instructions and practice examples that hone
participants’ skill and confidence using the intended application. Conduct technology training
sessions; be able to resolve level-one computer glitches that occur in a lab environment security
communication plans as required and directed by designated County staff. Also translates
designs and programs to documentation