Information Technology Services - ITS
State of Idaho Opportunity
Applications will be accepted through 4:59 PM MST on the posting end date.
Information Technology Services is a team of dedicated professionals providing core technology and cybersecurity services to agencies across the state of Idaho. Our work enables state employees to deliver essential services to Idaho's citizens. We invite you to join our team and help strengthen the technology services that support state government.
Summary
Information Technology Services (ITS) currently has an opening for an IT Operations and Support Analyst II position with the Tier 1 Service Desk team in our Chinden Office in Boise. This role will provide advanced technical support while serving as a technical lead, mentor, and trainer for the Tier 1 Service Desk team. This hands-on position combines complex troubleshooting, and systems support with day-to-day technical leadership, staff development, knowledge sharing, and service improvement.
The successful candidate will help coordinate technical work, establish consistent support practices, guide analysts through complex incidents, and promote timely, high-quality customer service. This individual will serve as an escalation resource, support the development of team members, identify training needs, and help ensure that service desk procedures, documentation, and technical standards are consistently followed.
The Tier 1 Service Desk Analyst II will support a broad range of end-user devices, Microsoft workstation and desktop applications, Active Directory, software applications, infrastructure, and related technologies. The position also contributes to system administration, network troubleshooting, backup and recovery operations, and the evaluation of technical solutions that improve service delivery and operational performance.
We are looking for a technically skilled professional who can lead by example, communicate effectively with technical and nontechnical audiences, and build a collaborative environment focused on continuous learning, accountability, and customer satisfaction.
The Tier 1 Service Desk team is the first-line of ITS support. Customers reach out for help by phone call, email, or the ticketing system. Handling a wide array of support, tier 1 agents assist users with account lockouts, password resets, application installation, basic hardware troubleshooting, and general user support. Utilizing remote assistance tools, tier 1 analysts are able to resolve the majority of incoming issues, with support from other teams within ITS.
Please note: The successful candidates will be required to pass multiple, comprehensive fingerprint-based background checks specific to the agencies ITS supports.
Key areas of responsibility include:
Technical leadership and day-to-day guidance for Tier 1 Service Desk staff.
Advanced troubleshooting, incident resolution, and technical escalation.
Employee onboarding, mentoring, knowledge transfer, and technical training.
Service desk documentation, standards, procedures, and knowledge management.
End-user support, systems administration, and infrastructure operations.
Continuous improvement of service quality, team effectiveness, and technical practices.
Example of Duties and Responsibilities:
Technical Leadership and Team Development
Serve as a technical lead and subject matter expert, providing guidance, direction, and escalation support to Service Desk staff.
Coordinate work assignments, establish priorities, and support daily service desk operations.
Mentor staff, assess training needs, provide technical training, and support the professional development of team members.
Contribute to the development and implementation of technical standards, policies, procedures, and service desk practices.
Technical Support and Systems Administration
Provide advanced end-user support for computers, mobile devices, telephone and conferencing equipment, software applications, and related systems.
Install, configure, maintain, troubleshoot, and deploy hardware, software, operating systems, servers, and network equipment.
Perform system and network administration, monitor performance, and resolve hardware, software, communications, and connectivity issues.
Ensure state computers comply with security policies, maintain current software and drivers, and use only authorized software.
Support system standards, backup and recovery procedures, and the installation and maintenance of network infrastructure.
Participate in a 24/7/365 on-call rotation to provide after-hours technical support.
Customer Service and Operational Support
Serve as a technical consultant and adviser to department staff and management regarding technology needs, system operations, telecommunications issues, and service requests.
Maintain accurate service desk documentation, track reported issues, communicate with customers, and follow through on issue resolution.
Provide technical guidance and training to end users and technical staff.
Coordinate technical problem escalation with vendors and other support teams as needed.
Service Improvement and Administration
Identify opportunities to improve system performance, service delivery, troubleshooting practices, and operational efficiency.
Contribute to the development and maintenance of technical standards, methods, policies, and procedures.
Support leadership responsibilities related to staff assignments, priorities, and performance, as assigned.
Perform other duties as assigned.
Minimum Qualifications:
Considerable knowledge of
Computer trends, software, capabilities, and terminology. Typically met by an applicable four-year degree or advanced IT certifications OR at least three years of work experience in a lead role where supporting computer systems, software and IT services was a predominant duty of the job.
Computer hardware and software installation and troubleshooting. Typically met by an applicable four-year degree or advanced IT certifications OR at least three years of work experience in a lead role where installing and troubleshooting computer hardware and software was a predominant duty of the job.
Experience
Independently 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 independently 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.
Independently 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 independently 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; recommending the installation and use of applications and system software. Typically met by at least two years of work experience independently evaluating and defining customer/system needs and recommending and implementing new IT solutions; recommending the installation and use of applications and system software.
Leading technical teams or projects. Typically met by at least one year of work experience leading technical teams or projects.
Preferred Qualifications
In addition to the minimum qualifications, successful candidates will demonstrate the ability to:
Provide technical direction and act as an escalation resource for service desk analysts.
Explain complex technical concepts clearly and coach staff through effective troubleshooting.
Identify skill gaps and develop practical training and knowledge-sharing activities.
Create and maintain documentation that supports consistent service delivery and staff development.
Coordinate competing priorities while maintaining a strong focus on customer service and incident resolution.
Identify opportunities to improve processes, technical standards, and team performance.
Build a collaborative environment that encourages accountability, professional growth, and continuous improvement.
Benefits:
This position is eligible for the state benefits package, including:
Excellent low-cost medical, dental, and vision insurance (https://ogi.idaho.gov/)
Generous vacation and sick leave accrual beginning as soon as you start
Eligibility for the Public Service Loan Forgiveness Program (PSLF)
Paid parental leave (https://dhr.idaho.gov/wp-content/uploads/2025/01/DHR-10_Paid-Parental-Leave.pdf)
Eleven paid holidays a year
Participation in one of the nation's best state retirement systems: PERSI (https://www.persi.idaho.gov/)
Multiple retirement plans
Life insurance
Wellness programs; ongoing training opportunities; and more
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.
