Information Technology Services - ITS
State of Idaho Opportunity
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Summary:
Information Technology Services is a team of dedicated professionals delivering enterprise technology and cybersecurity services to agencies statewide, enabling Idaho state employees to effectively serve the citizens of Idaho. We invite you to consider joining our team and contributing to this mission.
Information Technology Services (ITS) currently has an opening for an IT Operations and Support Analyst I - Service Access Request (SAR). This position plays a critical role in managing, processing, and fulfilling user access and service requests while ensuring compliance with security policies, standards, and procedures.
The selected candidate will demonstrate strong technical aptitude, attention to detail, and exceptional customer service skills. This role requires the ability to work closely with non-technical staff, technical teams, and agency partners to ensure timely and accurate fulfillment of access requests and service changes.
Please note: The successful candidate will be required to pass multiple, comprehensive fingerprint-based background checks specific to the agencies ITS supports.
Position Overview:
The SAR Analyst serves as a key point of contact for access-related and service-based requests submitted through the ITS service management system. Requests may be received via ticketing system, email, or phone and include user account provisioning, role and group access, application access, device setup, and related service requests.
This role works closely with Tier 1 support, onsite support teams, system administrators, security teams, and vendors to ensure access is provisioned correctly, securely, and in alignment with agency and state policies.
Example of Duties:
Process, validate, and fulfill Service Access Requests (SARs) including account
Ensure all access requests comply with security policies, audit requirements, and least-privilege principles
Maintain accurate documentation of access requests, approvals, resolutions, and procedures within the service management system
Communicate clearly with customers regarding request status, required approvals, and resolution timelines
Collaborate with internal ITS teams
Support Active Directory user and group management, password resets, account lockouts, and basic identity-related tasks
Escalate complex access or system issues to appropriate technical teams or vendors when necessary
Provide guidance and consultation to agency staff and management regarding system access, service requests, and technical needs
Ensure state computing devices remain compliant with security policies, updates, and authorized software standards
Perform other duties as assigned
Minimum Qualifications:
Good knowledge of:
Computer trends, software, capabilities, and terminology.
Typically met by valid IT certification such as CompTia A+, OR an applicable two-year degree OR at least two years of work experience where advising others in this area was a predominant duty of the job.
Computer hardware and software installation, and troubleshooting.
Typically met by valid IT certification OR an applicable two-year degree OR at least two years of work experience where installing and troubleshooting computer hardware and software was a predominant duty of the job.
Experience:
Installing, upgrading, and maintaining one or more computer networks including computers, server hardware and software.
Typically met by at least two years of work experience installing, upgrading, and maintaining one or more computer networks including computers, server hardware and software.
Working with network protocols such as IP address schemas, DNS, DHCP, and directory services.
Typically met by at least two years of work experience with network protocols such as IP address schemas, DNS, DHCP, and directory services.
Evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems.
Typically met by at least two years of work experience evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems.
Independently evaluating and defining customer/system needs and recommending and implementing new IT solutions
Typically gained by at least two years of work experience evaluating and defining customer/system needs, and recommending and implementing new IT solutions, applications, and system software.
Recommending the installation and use of applications and system software.
Typically gained by at least two years of work experience recommending the installation and use of applications and system software.
Applications will be accepted through 4:59 PM MST on the posting end date.
Benefits:
The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.
EEO/ADA/Veteran:
The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.
The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov.
Preference may be given to veterans who qualify under state and federal laws and regulations.
