Service Desk Analyst (II or III)

Overview
The Service Desk Analyst III provides onsite advanced IT support as the first point of contact, serving as a senior technical resource for resolving complex technology-related incidents and service requests. Building on the responsibilities of the Analyst II role, this position handles high-complexity troubleshooting, leads problem resolution efforts, and develops solutions for recurring technical issues. The Analyst III also oversees hardware and software procurement activities and ensures compliance with licensing requirements. This role mentors junior analysts, leads knowledge management efforts, and collaborates with cross-functional teams to improve IT support processes. The Analyst III delivers high-quality, responsive technical support while assisting onsite and remote employees and contractors, bridging technology with organizational needs and driving service improvements.

Responsibilities

• Incident Management: Serve as the first point of contact for reporting and resolving technology-related incidents. Diagnose and resolve low, medium, and high complexity technical incidents related to hardware, software, and networking. Escalate unresolved or complex issues to higher-tier support as needed and ensure timely communication with end-users regarding incident status and resolution progress. Maintain accurate and detailed incident records in the IT Service Management system, ensuring clear documentation of resolution steps and technical findings. Provide guidance to end-users on issue prevention and contribute to trend analysis to support proactive problem management. Analyze incident trends, identify root causes, and contribute to problem management efforts to reduce recurring issues. Collaborate with Tier 2 and other IT teams to support efficient incident resolution and service improvements.
• Service Request Fulfillment: Assist with software and hardware deployments. Support the
  set-up of new user accounts and requests for access/permissions to Enterprise systems
  based on business need and defined procedures. Assist with testing and validation
  activities for new deployments, updates, and fixes.
• IT System Administration Support: Provide advanced support for endpoint software deployments and updates using Intune, SCCM, and other enterprise management tools. Optimize deployment strategies to improve efficiency and reduce service disruptions. Support user account creation, configuration, and access management by applying security best practices and ensuring compliance with established policies. Perform individual endpoint installations and configurations based on defined standards and user needs. Test and validate software deployments, patches, and system settings on local endpoints, providing feedback to improve deployment stability and performance. Participate in testing and validation activities for new deployments, providing feedback to senior staff as needed. Assist with user adoption and support of AI-powered productivity tools (e.g., Microsoft 365 Copilot), including usability feedback and troubleshooting of digital assistant features and AI-driven enhancements in collaboration platforms.
• Hardware/Software Procurement and Deployment: Oversee hardware and software procurement activities by managing vendor relationships, tracking lifecycle status, and ensuring compliance with licensing requirements. Act as a point of contact for procurement related escalations, aligning purchasing decisions with District needs and budget constraints in coordination with IT leadership. Support the deployment of enterprise hardware and software solutions, providing expert guidance on system compatibility and performance optimization. Configure and deploy devices and peripherals to end-users, conference rooms, and other District locations, following established standards. Maintain inventory records, manage hardware profiles, and coordinate with vendor representatives. Work directly with end-users to understand and recommend hardware and software solutions that align with their needs and productivity goals.
• Service Optimization and Process Improvement: Identify opportunities to improve Service Desk workflows, ticket handling efficiency, and overall IT service management practices. Work with team members to refine incident response procedures, implement automation where applicable, and contribute to process improvements that enhance service delivery. Participate in service review discussions, providing data-driven insights to help improve IT support effectiveness and the user experience. Identify and support the use of AI-powered productivity tools and digital assistants to streamline user workflows. Provide guidance to team members and end-users on effectively utilizing AI features to enhance support outcomes and operational efficiency.
• Knowledge Management: Contribute to the Service Desk Knowledge Base by documenting routine support procedures, resolution steps, and troubleshooting activities to ensure transparency and shared team knowledge. Proactively identify gaps in content and collaborate with subject matter experts to develop and refine technical documentation. Review and enhance existing materials to ensure accuracy, consistency, and alignment with IT best practices. Develop end-user and advanced training materials to improve self-service adoption and reduce recurring support requests. Lead knowledge-sharing initiatives within the Service Desk team, mentoring junior analysts and fostering a culture of continuous learning.
• Learning and Development - Attend training events and utilize online learning resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies. Train and mentor junior level Service Desks Analysts
• Maintain regular and predictable attendance: Perform related duties and responsibilities as required. Comply with District policies. Complete all required training. Maintain a working knowledge and comply with District safety procedures and specific safety requirements of this position, and those in accordance with applicable provisions of the Revised Code of Washington (RCW) and Washington Administrative Code (WAC).
• As a secondary function, drive a motorized vehicle while conducting business on behalf of the District.

Reports To
Supervisor - Service Desk

Overtime exemption
Exempt

Qualifications

Education

• No post-secondary education is required.
   

Experience

• 5+ years of experience in a technical support or system administration role is required.
• Five (5) or more years of customer service experience is desired.

Licenses and Certifications

• Industry-recognized certifications—such as ITIL 4 Foundation, CompTIA, Microsoft Fundamentals/Associate, Google IT Support Professional, Cisco Certified Support Technician (CCST), or Help Desk Institute (HDI) certifications—are desired.

Skills and Abilities
A fully skilled incumbent will have the following knowledge skills & abilities:

• Technical Proficiency - Comprehensive understanding of desktop hardware, software applications, operating systems, and network connectivity, with the ability to diagnose and resolve technical issues effectively.
• Advanced knowledge of system analysis, issue diagnosis, and technical troubleshooting.
• Advanced knowledge of customer service or technical support ticketing systems used to intake, track, and resolve requests from end-users. 
• Proficient knowledge of Microsoft Enterprise technologies and end-user applications, including their configuration and practical application.
• Communication - Ability to translate technical situations into simple terms that are relevant to end-users.
• Active Listening - Engages fully with speakers by giving undivided attention, understanding key points, asking relevant questions, and minimizing interruptions to ensure effective communication.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Complex Problem Solving - Identifying complex problems and applying both validated and innovative solutions to resolve them.
• Service Orientation - Actively looking for ways to help people.
• Troubleshooting - Determining causes of operating errors and deciding what to do about it.
• Teamwork - Effectively collaborates in a team-oriented environment.
• Customer Service - Prioritizes customer satisfaction by demonstrating patience, empathy, urgency, and a commitment to quality.
• Time Management - Efficiently manages personal time and the time of others.
• Basic understanding of Enterprise business software applications and systems used at the District, including functionality and end-user experience.
• Knowledge of functional and technical interdependencies between District departments and their systems.
• Familiarity with technical Knowledge Base standards and best practices for creating end-user documentation.
• Ability to analyze system operations and evaluate how changes in conditions or environments impact outcomes.
• In-depth knowledge of functional and technical interdependencies between District departments and their systems.
• Service Validation and Testing — Perform validation and testing of software packages before deployment to ensure functionality, compatibility, and performance align with operational requirements.
• Coordinate with teams and stakeholders to ensure efficient resolution of incidents, fulfillment of service requests, and alignment with IT service management processes.
• Proficient in supporting Microsoft 365 cloud services (e.g., Teams, SharePoint, OneDrive, Exchange Online).
• Strong understanding of AI-powered IT support tools and how they contribute to service automation and efficiency.
• Applies knowledge of support automation or scripting to improve workflows and reduce recurring issues.
• Experience using or supporting AI-powered digital assistants and workplace productivity tools. Understands how to apply these tools to streamline user workflows and support services.
• Must be proficient in reading, writing and speaking English.

Background Screening

• Pursuant to the North American Electric Reliability Corporation (NERC) standards, Chelan County Public Utility District #1 conducts background screening of personnel who have access to the District's critical physical and/or cyber assets.
   

Physical Demands

• Sitting Frequent 34-66%
• Standing Frequent 34-66%
• Walking Occasional 11-33%
• Lifting 1-10 lbs Waist-Shoulders: Same Occasional 11-33%
• Lifting 1-10 lbs Above Shoulders: Same Seldom 0-10%
• Lifting 25-75 lbs Floor-Waist: Frequent up to 50 lbs and occasionally Up to 75 lbs Seldom 0-10%
• Climb Stairs Seldom 0-10%
• Stooping/Bending Occasional 11-33%
• Crawling Seldom 0-10%
• Reach Floor to Waist Occasional 11-33%
• Reach Waist to Shoulder Occasional 11-33%
• Reach Above Shoulder Seldom 0-10%
• Wrist/hand/fingers manipulation (keyboarding, manual tool usage, etc.) Regularly 67-100%
• Repetitive Motions Frequent 34-66%
• Talking Frequent 34-66%
• Hearing Frequent 34-66%
• Visual - Far Acuity Occasional 11-33%
• Visual - Depth Perception Occasional 11-33%

Working Conditions

• Noise Intensity Level: - Moderate

District Values

• Safety - Protect public and employee health and safety
• Stewardship - Acting on behalf of customer-owners, protecting public resources entrusted to us
• Trustworthy - Competence, integrity, respect
• Operational Excellence - High-quality innovative work execution

Equal Opportunity/ADA

Chelan PUD is an Equal Employment Opportunity employer (EOE Minorities/Females/Protected Veterans/Disabled). We value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected classifications as defined by law.

EEO Law Posters can be found on the main Careers (chelanpud.org) page in English and Spanish.

The job functions and physical requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pursuant to the North American Electric Reliability Corporation (NERC) standards, Chelan County Public Utility District #1 conducts background screening of personnel who have access to the District's critical physical and/or cyber assets.

The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility. This should not be considered an all-inclusive listing of work requirements.  Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

As part of its recruiting process, Chelan PUD may engage a third-party vendor to perform previous employment verification, education verification, and reference checking. 

Chelan PUD is an Equal Employment Opportunity employer.

 We value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected classifications as defined by law.

EEO Law Posters can be found on the main Careers page in English and Spanish. 

Chelan PUD will not be offering any work visa sponsorship for this role.

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)