Service Desk Analyst

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Service Desk Analyst

Salary

$45,000.00 - $65,000.00 Annually

Location

Lansing, MI

Job Type

Permanent Full Time

Job Number

08092024

Department

Michigan State Senate

Opening Date

08/09/2024

Closing Date

Continuous

Bargaining Unit

N/A

• Description

• Benefits

Job Description

This is an at-will, nonpartisan position in the Senate Business Office (SBO). The SBO oversees the general administrative operations of the Michigan Senate and includes the Facilities & Services, Finance, Human Resources, Office of the Director, Senate Information Services, and Senate Police departments.

Under the direction of the Director of the Senate Business Office, the IT Services Manager, and supervised by the Help Desk Supervisor, the Service Desk Analyst serves as the first point of contact for Senate end users seeking technical assistance over the phone, remotely, or through email. The Service Desk Analyst provides one-on-one training on computer software. The Service Desk Analyst prepares training material, including revisions to existing documentation and creation of new documentation.

ESSENTIAL JOB FUNCTIONS

• Manages customer expectations in a positive and friendly manner, setting the organizational standard for customer engagement, and serving as a professional communication channel between customers and SIS

• Provides end user support and user access management

• Assesses and manages service requests and incidents, using the current ticketing system.

• Identifies problems, incidents, and requests then categorizes and prioritizes them in the current ticketing system.

• Provides first-call resolutions, doing appropriate troubleshooting when possible and escalating as necessary

• Ensures tickets are resolved following approved procedures

• Provides on-site technical assistance on the Senate Chamber floor during Session

• Provides computer onboarding for new employees to familiarize them with Senate-related applications and sites

SECONDARY DUTIES AND RESPONSIBILITIES

• Participates in special projects as assigned

• Performs other duties as assigned by the Service Desk Supervisor or IT Services Manager

Required Education and Experience

EDUCATION /EXPERIENCE

• Associate Degree in a related technical field or professional certification on applicable software packages preferred

• Two years of related personal computer software experience and software instruction training required

• Two years of Service Desk/helpdesk support preferred, performing activities that correspond to listed qualifications

• Experience working in a team-oriented, collaborative environment

• Familiarity with ticketing systems for logging, tracking, and resolving user issues

• Other combinations of education and experience will be evaluated on an individual basis

Alternate Education and Experience

SKILLS AND KNOWLEDGE REQUIRED

• Basic knowledge of Microsoft Office 365, including Word, Excel, Outlook, OneDrive, SharePoint, and Teams

• Ability to teach introductory classes on Windows 11, Microsoft Office 365, Internet access and navigation techniques

• Basic knowledge of workstation operating system support consisting of Windows 11 and client software

• Ability to communicate effectively with users, listen to their issues, and provide clear instructions and assistance

• Ability to absorb and retain information quickly

• Ability to present ideas in user-friendly language to non-technical end users

• Ability to work in a professional and nonpartisan manner

• Ability to work outside of prescribed work hours when necessary

• Ability to develop and maintain good working relationships with legislators and other elected officials, and staff

• Basic documentation skills

• Experience using remote desktop software to assist users working offsite

• Willingness to stay updated with new technologies, tools, and industry trends

Additional Requirements and Information

This job description is not intended as a comprehensive list of all of the duties required of this position. Additional duties may be assigned from time to time, and the listed duties are subject to change at any time, with or without notice.

STATUS: Salaried, with a standard benefit package

SALARY: $45,000 - $65,000

GOVERNING CAUCUS: Nonpartisan

This is a non-civil service, at-will position.

Interested applicants, please submit a cover letter and resume with your application. Applicants who are selected for an interview will be asked to complete a skills assessment.

The Michigan Senate considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, height, weight, disability, marital status, sexual orientation, gender identity or expression, or any other legally protected status. If you are a person with a qualified disability, you may request any needed reasonable accommodation to participate in the application, testing, and/or interview process by contacting the Senate ADA Coordinator at 517-373-1675.

The Michigan Senate employment benefits include an array of options from health insurance to retirement programs. This page gives a brief explanation of some of the benefits that are offered by the Michigan Senate.

Insurance and Other Benefits

Insurances include medical, dental, vision and life. Employees also have the option to purchase additional life, accidental death, long term disability, long term care insurance, and legal services. Flexible spending accounts for medical expenses and child care are also available.

Leave Time

Full time/salaried employees receive 16 hours of personal time upon hire and accrue 8 hours of leave time per pay period.

Holidays

State employees receive 13 scheduled holidays each year, including New Year’s Eve and New Year’s Day, Christmas Eve and Christmas Day, Memorial Day, and Veterans Day, just to name a few. State employees also receive Election Day off every other year.

Deferred Compensation

Employees may invest income in a tax-deferred retirement investment program. The state offers two optional deferred compensation plans, the 457 and 401(k). The employee decides the amount deducted from their paycheck.

Retirement

Employees receive a minimum 4% state contribution toward their retirement fund. If an employee elects to contribute more, the state will match that percentage (up to 5%).

Agency

State of Michigan

Department

Michigan State Senate

Address

resume@senate.michigan.gov

P.O. Box 30036

Lansing, Michigan, 48909-7536

Website

https://senate.michigan.gov/employment/

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