NEOGOV · 1 day ago
Service Desk Analyst (II or III)
Wenatchee, WA
Full-time
Onsite
Mid, Senior Level
$73K/yr - $110K/yr
2+ years expChelan PUD is a public utility district seeking a Service Desk Analyst II to provide onsite intermediate-level IT support. The role involves resolving technical issues, fulfilling service requests, and maintaining documentation while mentoring junior team members and advocating for technology adoption.
GovTechHuman ResourcesInformation TechnologySoftware
No H1B
Responsibilities
Incident Management: Serve as the first point of contact for reporting and resolving technology-related incidents. Diagnose and resolve common, low-complexity and medium-complexity hardware, software, and networking issues while accurately documenting incident details in the IT Service Management system. Escalate unresolved or complex issues to higher-tier support as needed and ensure timely communication with end-users regarding incident status and resolution progress. Identify recurring technical issues and contribute to trend analysis to support proactive problem management. Provide guidance to end-users on issue prevention and collaborate with Tier 2 teams to improve incident resolution efficiency
Service Request Fulfillment: Perform 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
Knowledge Management: Contribute to the Service Desk Knowledge Base by documenting routine support procedures and troubleshooting steps for common issues. Develop enduser documentation and training materials to encourage self-service for common technology issues and needs. Document troubleshooting and resolution activities to provide transparency on status and share knowledge with other Service Desk team members
IT System Administration Support: Support and fulfill endpoint software deployments and updates using Intune and SCCM, following guidelines established by senior team members. Perform individual endpoint installations and configurations based on defined standards and user needs. Assist with user account creation, configuration, and access management, ensuring permissions align with established security protocols. Participate in testing and validation activities for new deployments, patches, and fixes, providing feedback to senior staff as needed. Assist with user adoption and support of AI-powered productivity tools (e.g., Microsoft 365 Copilot). Provide feedback on usability and assist in troubleshooting of digital assistant features and AI-driven enhancements in collaboration platforms
Hardware/Software Procurement and Deployment: Configure and deploy new devices and peripherals to end-users, conference rooms, and other locations across the District, following established guidelines and standards. Assist with hardware procurement by managing hardware profiles, maintaining inventory records, and communicating with vendor representatives. Work directly with end-users to understand and recommend hardware and software solutions that align with their needs and productivity goals
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 Desk 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
Qualification
Required
No post-secondary education is required
2+ years of experience in a technical support or system administration role is required
Strong knowledge 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
Ability to translate technical situations into simple terms that are relevant to end-users
Engages fully with speakers by giving undivided attention, understanding key points, asking relevant questions, and minimizing interruptions to ensure effective communication
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Identifying complex problems and applying both validated and innovative solutions to resolve them
Actively looking for ways to help people
Determining causes of operating errors and deciding what to do about it
Effectively collaborates in a team-oriented environment
Prioritizes customer satisfaction by demonstrating patience, empathy, urgency, and a commitment to quality
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
Familiarity with AI-enhanced productivity tools and digital assistants that improve collaboration and support delivery. Understands how AI features contribute to user efficiency, automation of routine tasks, and self-service effectiveness
Must be proficient in reading, writing and speaking English
Preferred
Two (2) or more years of customer service experience is desired
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
Benefits
Zero cost employer funded medical, dental, and vision healthcare benefits
Access to the employee assistance program
A VEBA health reimbursement account
Long-term care
Washington state retirement PERS participation
Optional 457 plan participation with an employer matching 401(a) plan
Leave, life & disability benefits including paid leave starting at 21 days per calendar year up to 35 with tenure
11 paid holidays per calendar year in 2025, changing to up to 12 days per calendar year in 2026
Paid jury duty
Short-term disability & long-term disability
Basic life, AD&D, and optional voluntary life
Optional flexible spending accounts for healthcare and dependent care
Educational assistance
Various rewards and recognition programs
Position specific stipends
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase