IT Service Desk Analyst - Sheriff Department - Macon-Bibb County, GA : Job Details

Salary : $46,196.80 AnnuallyLocation : GA 31201, GAJob Type: Full TimeJob Number: 202400156Department: Information TechnologyOpening Date: 10/10/2024Closing Date: ContinuousSummaryThe IT Service Desk Analyst is primarily responsible for planning, updating, troubleshooting, and maintaining the Sheriff Department information technology needs. To perform this job successfully, the incumbent must be able to manage and perform each essential duty and responsibility satisfactorily.QUALIFICATION REQUIREMENTS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment. Other duties may be required and assigned.Essential Duties and ResponsibilitiesThe essential duties and responsibilities listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Under supervision of the IT Service Desk Manager, often performing independent day-to-day service desk/helpdesk tasks; primarily responding to end user requests within the Sheriff Department related to technical issues involving desktops, laptops, printers/copiers, radios, scanners, monitors, Internet connectivity, software/applications, and other technologies.
• Deploy, troubleshoot, update, and maintain computers hardware, client-side application, and software.
• Respond to helpdesk ticket requests in a timely manner and ensure resolution of assigned tickets, to include delivering support by helpdesk ticket interaction, in-person (on site), remotely, by email, or by telephone.
• Ensure all support requests are submitted, assigned, tracked, documented, and closed upon resolution within the ticketing system.
• Triage helpdesk ticket requests through diagnostics, troubleshooting, testing/isolation, and/or escalation to appropriate IT team or vendor for resolution.
• Collaborate and communicate with management, end users, other departments, vendors, external agencies, as needed to coordinate work activities' review status of work, exchange information, resolve problems, and foster a positive work environment.
• Assist with inventory management of IT assets lifecycle, including onboarding, offboarding, retention, and decommission.
• Participate in projects related to technical and non-technical initiatives and ongoing support.
• Develop and maintain standard operating procedures and training guides.
• Adhere to county policies, procedures, guidelines, federal/state laws and regulations, and applicable industry standards and frameworks.
• Attend relevant meetings to obtain guidance and offer insights.
• Build and maintain strong and collaborative partnership between county department end users, vendors, and stakeholders.
• Recommend IT enhancements, where appropriate, to support county-wide IT strategic goals, technology priorities, and end user needs or experiences.
• Provides service and helpdesk coverage as required.
• Maintains a comprehensive, current knowledge of applicable laws/regulations; maintains an awareness of new technologies, products, trends, and advances in the profession; reads professional literature; maintains professional affiliations; attends workshops and training sessions as appropriate.

Education, Training and ExperienceThe IT Service Desk Analyst should possess, at minimum, a Bachelor's degree in Information Technology, Computer Science, Mathematics, or a related field with six months to a (1) year of demonstrated computer related technical support or administration experience; or an Associate's degree in similar course work in conjunction with one to two years of progressive information technology experience.; or an equivalent combination of relevant training, education, and experience deemed appropriate by the Director to provide sufficient knowledge, skills and abilities to successfully perform the duties and responsibilities of the position.SPECIAL REQUIREMENTS:

• Possession of a valid Georgia Motor Vehicle Operator's License.
• Applicant must not have a State or Federal criminal conviction record.
• Applicant must be fingerprinted and pass a local background check conducted by the Macon-Bibb County Sheriff Department.

SUPERVISORY SPAN OF CONTROL: None.TRAVEL REQUIREMENTS:The IT Service Desk Analyst may be required to do so on occasion.Knowledge, Skills, and Abilities

• Knowledge of IT infrastructure and foundational system and network concepts.
• Knowledge of technical triage, troubleshooting, testing, and monitoring concepts.
• Knowledge of quality customer service and customer relationship management.
• Knowledge of OSI model.
• Knowledge of workflow automation and commercial software and hardware.
• Skill in team building, professionalism, and courteousness.
• Skill in planning, organizing, and decision making.
• Ability to triage and troubleshoot computer related hardware and software break/fix problems.
• Ability to resolve moderate to med-level hardware, software, and connectivity technical problems.
• Ability to efficiently manage multiple tasks with exceptional attention to detail.
• Ability to resolve problems in a timely, efficient, and effective manner.
• Ability to plan, coordinate and organize work; set priorities and meet deadlines.
• Ability to give and understand oral and written communication.
• Ability to research, comprehend, and apply non-technical information related to the mission of the department.
• Ability to interpret and understand a variety of forms, reports, manuals, policies, procedures, regulations, and other means of instruction and guidance.

(ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONSLANGUAGE SKILLS:Ability to read and understand written materials. Ability to effectively communicate information to supervisors, employees, public officials, and the general public.MATHEMATICAL SKILLS:Ability to work with basic mathematical concepts such as addition, subtraction, multiplication and division.COMMUNICATION SKILLS:Must be able to effectively communicate orally and in written form in a professional manner in order to give or exchange information, resolve problems, and/or provide service. In addition, this position requires extensive contact with other employers, the general public, and public officials, often involving problem-solving circumstances.REASONING ABILITY:Ability to interpret and understand a variety of forms, reports, manuals, regulations, and other means of instruction and guidance.PHYSICAL DEMANDS:The Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires light demands with intermittent sitting, standing, walking, computer use, and occasional lifting of objects (including desktop computers, laptops, monitors, printers, etc.).WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is both indoor office and outdoor work area.If you have any problems submitting your application, please contact the NeoGov Applicant Support Hotline Toll Free at 855-###-####, 9:00 a.m. to 8:00 p.m. (ET).AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER.Medical / Dental / Vision plansPrescription coverageDiscounted Fitness centersDeferred Compensation PlanFlexible Spending Account(s)Employee Assistance ProgramAnnual/Sick LeaveGroup Life Insurance401-A Retirement Contribution Plan - Matches up to 5%