CITY OF KALAMAZOO

invites applications for the position of:

ServiceDesk Analyst
SALARY: $51,000.00 - $73,000.00 Annually

OPENING DATE: 07/15/20

CLOSING DATE: 07/28/20 11:59 PM

LOCATION: City Hall, 241 W South St, Kalamazoo, Michigan

DEPARTMENT: Information Technology

DESCRIPTION/DISTINGUISHING FEATURES:

The employee in this position is the first line of support for the City of Kalamazoo's Information
Technology support calls. The ServiceDesk Analyst will work as a team member of the
Information Technology department. This individual will work closely with other IT personnel to
ensure the citywide infrastructure is operating effectively. This position requires a good
knowledge of PC Hardware and software, printers, and Microsoft products. Assistance with
technology projects and testing will be utilized as needed so a passion for knowledge and
problem-solving is paramount. The successful candidate will have a friendly attitude, great
telephone skills, show initiative, and the patience and energy to work with users with various
levels of computer knowledge.

EXAMPLES OF DUTIES:
Provide friendly, courteous, and quality systems support to all users
Set customer expectations and strive to meet or exceed all customer service goals
Answer all ServiceDesk calls, voicemails and e-mails within a timely manner
Utilize analysis and diagnostic skills to determine the nature of the user's issue and obtain
as much information as possible about the problem
Troubleshoot and provide first level support with customer to resolve problem
Assist with workaround if available when problem can not be resolved quickly
Creates, closes, and manages ServiceDesk tickets
Prioritizes and assigns ticket to appropriate IT staff for resolution
Route & escalate incidents to the appropriate IT staff or group based on severity of
problem
Develop and maintain knowledge of legacy, current, and new PC hardware and software
technology
Adhere to the defined and communicated call flow / ticket resolution process
Route citizen's email request for service
Perform interoffice computer equipment moves and new employee setups
Perform other IT related duties as assigned
Develop and maintain appropriate documentation

ESSENTIAL QUALIFICATIONS:
Prior working experience in a technology Help Desk preferred, but not required
Must be able to multi-task and demonstrate excellent customer service skills
Intermediate knowledge of the Windows operating systems
Working knowledge of all Microsoft Office Suite applications, MOUS certification preferred
Baseline knowledge of Phone Systems
Working knowledge of Active Directory, corporate networks preferred
Ability to work effectively as a team member
Ability to communicate clearly and concisely, both orally and in writing
Strong technical aptitude and troubleshooting skills
Bachelor's degree in Computer Science or related field preferred, but not required

A Public Safety background check will be conducted for this position.

ACCEPTABLE TRAINING AND EXPERIENCE:

Position #20-00045
SERVICEDESK ANALYST
AD
CITY EMPLOYEE BIDS SHOULD BE SUBMITTED TO: EXTERNAL APPLICATIONS MAY BE FILED ONLINE AT:
Human Resources Department http://www.kalamazoocity.org

OUR OFFICE IS LOCATED AT:

241 W. South Street
Kalamazoo, MI 49007
(269) 337-8848
ServiceDesk Analyst Supplemental Questionnaire

* 1. Do you havea a Bachelor's degree in Computer Science or related field?

Yes No

* 2. Do you have an intermediate knowledge of the Windows operating systems?

Yes No

* 3. Do you have prior working experience in a technology Help Desk?

Yes No

* 4. Do you havea a baseline knowledge of Phone Systems?

Yes No

* 5. Do you have knowledge of all Microsoft Office Suite applications?

Yes No

* Required Question