TSS
260 Day contract/12 month
8 HOURS/DAY
Monday-Friday
Classified Salary Column W: $25.79/hourly Benefits
Benefits: Health Insurance employee contribution toward premium for Family $199.52 or Single $60.32 per month



SUMMARY: The Service Desk Systems Analyst is responsible for leading and directing our Service Desk Technicians. This role is key in overseeing and managing our help desk platform, Jira Service Management, ensuring its optimal functionality through technical expertise in ITSM software platform administration, API development, and automations. The position involves providing advanced user support, adeptly resolving complex software and hardware issues encountered by district employees, and efficiently escalating unresolved problems. Acting as the primary technical point of contact (PTOC) for the Department of Technology (DOT) and Facilities, the Systems Analyst plays a critical role in offering exceptional customer service and technical support. They are responsible for maintaining and enhancing their technical knowledge and skills, ensuring the delivery of efficient and comprehensive solutions to customer concerns, and evaluating the performance and development of Service Desk Technicians. This role demands a proactive approach to technology management, a commitment to continuous learning, and a keen ability to lead and mentor within a dynamic technical environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty/functions satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND RELATED WORK EXPERIENCE:
Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
High school diploma, or equivalent, is required.
An equivalent combination of education and experience will also be considered.
Work Experience: Minimum of 3-5 years of experience in a technology-focused role, demonstrating proficiency in IT service management, customer service, and team leadership.
Experience with ITSM platforms, training and supervising technical support staff, managing technology assets, and collaborating across various departments is desirable.

LICENSES, REGISTRATIONS or CERTIFICATIONS:
Criminal background check required for hire
ITIL Foundation required within 6 months of hire

TECHNICAL SKILLS, KNOWLEDGE, & ABILITIES:
Ability to upgrade skills periodically, or as needed
Ability to lead a team and deliver relevant feedback and recognition
Ability to travel between work sites, as needed
Oral and written communication skills
Demonstrates basic and advanced math skills
Ability to review and interpret technical information, write technical materials
Adapts easily to changing work standards
Critical thinking and problem-solving skills
Ability to analyze situations to define issues and draw conclusions
Attention to detail
Ability to work as a part of a team
Ability to schedule meetings, activities, or trainings as they relate to the job
Ability to use pertinent software applications, manage and maintain accurate records
Ability to maintain confidentiality in all aspects of the job
Ability to work with different forms of technology websites, software, etc.
Ability and willingness to adhere to attendance expectations and to follow district procedures for absence reporting
Ability to promote and follow Board of Trustees policies, District policies, and building and department procedures
Ability to communicate, interact, and work effectively and cooperatively with all people including those from diverse ethnic and educational backgrounds
Ability to recognize the importance of safety in the workplace, follow safety rules, practice safe work habits, utilize appropriate/required safety equipment, and report unsafe conditions to the appropriate administrator

MATERIALS AND EQUIPMENT OPERATING KNOWLEDGE:
Operating knowledge of and experience with personal computers and peripherals
Operating knowledge of and experience with typical office equipment, such as telephones, copier, fax machine, etc.
Operating knowledge of and experience with office productivity programs, such as Microsoft Office Suite, E-mail, etc.
Operating knowledge of district information technology systems and department-specific software and equipment required within 1 month after entering position

Reports to:
Executive Director of Technology or designee


BUDGET AND/OR RESOURCE RESPONSIBILITY:
This position has no budget responsibility

HIRING MANAGER: Kyle McKinney
Title: Executire Director Technology
PHONE: 307-771-222