Service Desk Analyst 2-3
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Service Desk Analyst 2-3
Salary
$41,958.00 - $67,108.00 Annually
Location
Michigan, MI
Job Type
Classified- Regular (DWSD Only)
Job Number
MM-062025-501055
Department
Water Department
Opening Date
06/06/2025
Bargaining Unit
9071-Non Union Appointees (DWSD)
Description
This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.
ESSENTIAL JOB FUNCTIONS:
The Service Desk Analyst 2-3 provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support.
RELATED JOB FUNCTIONS:
Assist other IT staff and IT management as needed with overflow activities involving the support and maintenance of computers, printers, applications, databases, networks, servers, storage, and data center facilities, and the installation, decommissioning, and relocation of related IT equipment. Perform related work duties as assigned.
Examples of Duties
RELATED JOB FUNCTIONS:
Document, track and monitor problems to ensure a timely resolution. Provide Incident levels 1 and 2 support for DWSD hardware, software, applications and infrastructure. Monitor and provide maintenance on Antivirus and Desktop patches. Test desktop software for compatibility and maintain software library. Develops DWSD desktop images and packages software for electronic distribution. Maintain Service Desk standard operating procedures. Work with other DWSD-IT staff to resolve problems. Participate in information technology planning for hardware, software and infrastructure. Initiate, assign and resolve tickets using the service desk too. 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, database management or application systems. Possess a valid Michigan Driver's License and the ability to drive a motor vehicle on all terrain. Follow security and safety policies and procedures in carrying out work duties. Provide on the job training.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
KNOWLEDGE OF:
Hardware, software, application, database and network environments currently in use at DWSD
Principles and techniques of application development and languages in use at DWSD
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
SKILL TO:
Use advanced technology
Work in a busy environment with frequent interruptions and still be able to prioritize and resolve conflicting requests
Work in a professional manner with access to confidential and other data types
Exercise good judgment, discretion, maintains confidentiality, and work with independence, initiative and professionalism
Install, remove, and make modifications to technology
Resolve technology and user issues both verbally and in writing for customers at various levels of the organization
Deliver quality written and presentations, including the ability to make technology understandable to end-users
Understand and translate the needs of varied users into IT system requirements
Demonstrate willingness to assist and perform with service desk assigned work
Work independently, and as part of a team, to provide timely high-quality customer-focused services
Define appropriate technical approaches and solutions to projects and business initiatives
Determine critical project criteria to ensure project completion
Demonstrate leadership skills and mastery of IT principles and procedures
Perform as a Project Manager in at least three small to medium service desk projects
Work in a team environment that provides the capacity for IT project and service delivery
Organize, perform and or coordinate technology tasks and projects
Instruct groups or individuals on technology
Deliver quality customer service to users
Write technical and non-technical documentation
Interact and communicate with IT staff and business users
Apply IT policies and programs in a manner aligned with the Department mission, goals, and strategies
Effectively utilize appropriate security and safety equipment and procedures
Maintain regular and reliable attendance
Understand and follow verbal and written instructions
Communicate effectively, both verbally and in writing
Establish and maintain effective working relationships with others
Communicate frequently with team members and other units across the Department about process, equipment or potential problems
Direct team activities or to work as a team member
Develop proficiency in unit specific operations and software
Consult, coordinate, and communicate with business units and IT staff providing solutions and recommendations which integrate with current and future database, application and infrastructure architectures
Plan, design, and implement IT-related policies and procedures
Participate in information technology planning for hardware, software and infrastructure
Initiate and assign Service Desk Incident using the service desk tool; perform Service Desk incident resolution
Refer more technical Service Requests to appropriate analyst or administrator, while maintaining Service Levels
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
Support production control and operational activities
Provide technical support resolving incidents, including creating and closing tickets
Maintain working knowledge of current industry information, vendor direction, new and emerging products, and technical architectures and approaches related to current and future organizational needs
Plan, design, and implement additions, upgrades, replacements, or retirement of computer, network, database management, or application systems
Document system problems and resolutions for future reference
Provide on the job training
Define technical approaches to IT projects
Provide technical expertise, consulting, and training related to computer systems, networks, applications and uses
Minimum Qualifications
REQUIRED EDUCATION AND EXPERIENCE (position requirements at entry)
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 of Level 1 designation
Bachelor's Degree in Computer Science, Information Technology or related field
Minimum of three (3) years' Service Desk Analyst work experience; or combination of related work experience and education
EMPLOYMENT BENEFITS
The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed be
