Job Location: Boise, ID
Description
Information Technology Services is a team of dedicated professionals providing core technology and cybersecurity services to agencies statewide, enabling state employees t better serve Idaho’s citizens. We sincerely hope you will consider being a part of Information Technology Services success.
Information Technology Services (ITS), currently has an opening for an IT Operations and Support Analyst III on the Unified Endpoint Management team. This is a hands-on technical position with lead and supervisory responsibilities. This position will manage large projects and is responsible for computer asset lifecycle management. This position is located in Boise, will support all state agencies throughout the Treasure and Magic Valley, and may be required to travel throughout the State of Idaho.
The selected individual must possess an in-depth knowledge of troubleshooting and analysis tools, Microsoft workstation and desktop applications, Microsoft Active Directory, and backup and recovery operations. The selected individuals will also have strong customer service skills and be able to work with and communicate with non-technical staff as needed.
The ideal candidate would have the following interpersonal and management skills:
- Excellent time management skills and the ability to manage multiple conflicting priorities;
- Ability to lead a team in a high demand customer service environment;
- Face-to-face interaction with customers, staff and management is required;
- Excellent negotiation and conflict resolution skills;
- Ability to drive organizational initiatives and manage change;
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Ability to assess personnel performance, create performance plans, review employee
performance and conduct performance evaluations
- Ability to interact in a non-partisan manner when working in political environments or when involved in political activities is required;
- Excellent writing and grammar skills are essential;
- Must be able to work as part of an on-call, 24/7 shift rotation schedule;
- Ability to work long hours, holidays and weekends;
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Ability to work under stressful conditions and work to tight timelines.
BENEFITS:
- Excellent low-cost Health, Dental, Vision Insurance
- Participation in one of the nation’s best state retirement systems PERSI Retirement
- Generous vacation and sick leave accrual beginning as soon as you start
- Eleven paid holidays a year
- Multiple savings plans, including optional 401k & Deferred Compensation plans
- Group Life Insurance/Disability Insurance/Supplemental Life Insurance
- Employee Assistance Program
- Wellness Program
- Benefits Summary (Download PDF reader) (Download PDF reader)
Please note: The successful candidate will be required to pass a fingerprint-based background check.
Example of Duties
- Provide direct end-user support for a wide range of technologies, user devices, telephone and conferencing devices and equipment, software applications and supporting systems;
- Configures, troubleshoots, builds, designs and deploys end-user software applications and device hardware;
- Manages, updates and creates service and support documentation within the designated service management system and other documentation sources; Follows up with customers on issue resolution; provides daily interaction, both in person, via the phone or via electronic messaging with customers in the management of user reported issues;
- Conducts end-user training.
- Oversee and perform system administration and technical support for user devices, servers, hardware and software, and networks.
- Incumbents serve as IT consultants and advisers to department staff and management on system needs, operation and telecommunications problems, and requests for services.
- Individually, or when leading technical teams, installs and maintains hardware and software products and configures computers and network equipment according to standards;
- Defines system standards and procedures; designs and implements backup and recovery procedures;
- Installs network infrastructure equipment;
- Identifies, evaluates, and corrects hardware, software, and operations problems;
- Monitors and troubleshoots network system performance;
- Resolves communications and networking problems;
- Performs server and network administration functions;
- Provides technical support and training to users and technical staff;
- Provides problem escalation with vendors.
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Serves as a technical expert and leader of unit; hires staff, assigns work, sets
priorities, and evaluates performance - Contributes to the development of standards, methods, policies, and procedures
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Mentors and oversees technical development of staff by assessing training needs
and conducts training - Participate in developing system procedures and standards
Minimum Qualifications
- Considerable knowledge of computer trends, software, capabilities, and terminology; computer hardware and software installation and troubleshooting.
- Experience providing technical leadership on teams supporting large infrastructure projects and operational environments; evaluating and advising organizations on advanced technical solutions and operational processes; performing cost/benefit analysis and analyzing alternatives; assisting with IT strategic planning.
PREFERRED QUALIFICATIONS:
- Three (3) years’ experience performing professional information technology work in such areas as: installation and support of computer hardware, software, and operating systems; analysis, design and development of information systems network hardware and software installation and support; network hardware and/or software problem diagnosis and resolution.
- Experience independently installing, upgrading, and maintaining one or more computer networks including computers, server hardware and software; working with network protocols such as IP address schemas, DNS, DHCP, and directory services; independently evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems; independently evaluating and defining customer/system needs and recommending and implementing new IT solutions; recommending the installation and use of applications and system software; leading technical teams or projects.
- Proficient managing active directory, group policy and Power Shell scripting. Heavy emphasis on the ability to automate computer deployments, OS version updates as well as creating install packages. Ivanti Service Manager experience a plus.
- Perform production scheduling and control or quality assurance
- Experience managing asset lifecycles of computer hardware and computer software such as ordering, recommending computer hardware and software standards, managing surplus and other ITAM processes.
- Experience working with Ivanti ISM or a similar ITAM product.
- Experience using enterprise tools like Ivanti or Workspace One to manage computer hardware
- Experience automating software deployments to hundreds of computers including troubleshooting software application installs and independently resolving computer software issues
- Experience as a team lead on a large technical project lasting a month or more.
Supplemental Information
Please enter your responses to the supplemental questions in the space provided. You must have the minimum level of experience or education described in the typically gained by statements for each question to qualify for this position. Scoring will be based on the information you provide. A higher rating may be obtained based on the extent of your education and experience, so take your time to provide a detailed and complete answer to each question. Please do not cite, Refer to Resume or See Resume as a response.
Thank you for your interest in employment with Information Technology Services!
If you have questions about this position, please contact us at:
Email: hr@its.idaho.gov
If you have questions about this position, please contact us at:
Email: hr@its.idaho.gov
Hiring is done without regard to race, color, religion, national origin, sex, age or disability. If you need special accommodations to satisfy testing requirements, please contact the Division of Human Resources at (208) 334-2263.
Preference may be given to veterans who qualify under state and federal laws and regulations.
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