IT Service Desk Analyst II at City of Chesapeake Human Resources – Chesapeake, Virginia

$63,185 – $90,000; Depending on Qualifications and Experience.

Are you an outgoing, organized, and IT customer service driven IT Service Desk Analyst II who is ready to support an enterprise with 4,000+ employees using the latest industry technologies?

The City of Chesapeake’s Department of Information Technology Enterprise Operations unit is seeking an IT Service Desk Analyst II to serve on our Service Desk Team. The IT Service Desk Analyst II should be ready to support a diverse population of end users with excellent IT customer service within a multi-tiered environment as a member of the DIT team!

This position is technical and administrative in nature with a strong focus on IT customer service. The incumbent will be responsible for providing Information Technology Service Desk support for the enterprise consisting of 3500+ end-users and 4000+ endpoints. This position will be responsible for providing frontline technical assistance to end-users, answering and resolving Service Desk telephone calls via call center technology, reviewing and resolving Service Desk portal tickets, answering Service Desk chats through a live agent application, supporting end-users in person at a Service Desk window, and using a service desk software ticketing system at Tier 1 to resolve multi-tier computer issues/problems with a Level 2 capable IT customer service skillset.

This incumbent will learn the current City technology environment and Service Desk processes as members of the Service Desk team by providing excellent IT customer service including user account management from cradle to grave, M365 Office support to include training, City-approved software and printer support, knowledge management via articles and communication, and ticket queue control.

This position will require attention to detail, written and verbal communication skills, organizational skills, and the self-motivation to provide exceptional IT customer service. This is a hands-on the keyboard/administrative position with IT responsibilities.

Required Qualifications:

The IT Service Desk Analyst will require at least 2 years’ experience in the following:

VOCATIONAL/EDUCATIONAL REQUIREMENT: Requires any combination of education and experience equivalent to a bachelor’s degree in computer science or a closely related field.

EXPERIENCE REQUIREMENT: In addition to satisfying the vocational/education standards, this position requires a minimum of two years of related, full-time equivalent experience.

SPECIAL CERTIFICATIONS AND LICENSES: Requires a valid driver’s license and driving record in compliance with City Driving Standards.

SPECIAL REQUIREMENT: Employees may be expected to work hours in excess of their normally scheduled hours in response to short-terms department needs and/or City-wide emergencies. Emergency operations support work and work locations may be outside of normal job duties.

Although it is not a requirement, the following is preferred:

This position is not eligible for third-party (i.e., contractor/staffing agency) placements. For questions about this position, please email selection@cityofchesapeake.net.

Due to the hands-on nature of this IT role, on-site presence is required.

Information Technology based positions must meet requirements specified in Criminal Justice Information System (CJIS) policy for access to the Virginia Criminal Information Network (VCIN).