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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

+ Benefits

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 below. Benefits include, but are not limited to the following:

HEALTH

+ Medical - Eligible for hospital, surgical, and prescription drug benefits.

+ Dental

+ Vision

INSURANCE

+ Life Insurance - Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent.

+ Long-Term Disability Insurance (Income Protection Plan) - The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.

PAID TIME OFF

+ Sick Leave

+ Vacation

+ Holidays

OTHER LEAVE BENEFITS

The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave,

RETIREMENT BENEFITS

City Employees Retirement System

As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:

• Completion of thirty (30) years of service;

- At age sixty (60) if you have at least ten (10) years of service, or

- At age sixty-five (65) with eight (8) years of service.

• In the event of disability, other eligibility rules apply);

- An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;

• Employees are vested after ten (10) years of service, regardless of age.

ADVANCEMENT OPPORTUNITIES - Employees have many opportunities for growth and career advancement throughout all City departments and divisions.

Have a successful career with the City of Detroit. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of Detroit.

Employer

City of Detroit

Address

Coleman A. Young Municipal Center 2 Woodward Ave ste 316 Detroit, Michigan, 48226

Website

http://www.detroitmi.gov/Detroit-Opportunities/Find-A-Job

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