Service Desk Specialist II

**JOB SUMMARY**The Service Desk Specialist II/III of the Greater Salt Lake Municipal Services District (MSD) provides desktop support for the MSD users at local and remote sites. Responds to trouble calls, performs day-to-day service desk operations duties, and provides technical support to MSD staff as needed.Applies strong problem-solving skills, as well as written and verbal communication skills to gather information about a business and create reports.**MINIMUM EDUCATION QUALIFICATION**Bachelor's degree preferred: Info systems, computer science, or related fieldTwo (2) years of related experience, OR an equivalent combination of education and experience. Education might be substituted for one (1) year of experience.Preferred certifications: A+, MCP, MCDT, Network+, Networking Essentials, MCSA, Microsoft 365 Fundamentals or other equivalent certifications.*Special Requirements*Due to the nature of this position, the successful applicant must pass a required pre-employment background check and subsequent mandatory background checks in accordance with current MSD Human Resources policy requirements.Must possess a valid and unrestricted Utah driver license.Essential FunctionsThe following duties and responsibilities are intended to be representative of the work performed by the employee(s) in this position and are not all-inclusive. The omission of specific duties and responsibilities will not preclude it from the position. Applicants must be prepared to demonstrate the ability to perform the essential functions of the job with or without reasonable accommodation. Provides advanced assistance through the Help Desk's/IT Ticket System times to respond to user questions and requests for assistance. Manages and prioritizes service calls and ticketing system items throughout the day. Supports deployment tools/and servers that are utilized for new system and application deployments. Utilizes deployment packages where applicable for various end user applications. Maintains and administers software scans for reporting of applications. Utilizes and administers application rollouts, scans, configuration changes, and identifying how scripting should be utilized. Diagnoses, repairs, and installs computer related hardware and/or software systems. Manages, maintains, installs, troubleshoots, upgrades and networks computer systems, servers, printers, business systems, mobile devices and peripheral devices for performance and security related issues as needed. Manages, updates, and maintains network print servers, domain users, and VoIP accounts. Manages, automates, updates and backup Microsoft Deployment Servers. Provides desktop networking connectivity (including wireless) support. Develops updates and maintains technical documentation. Analyzes trends to prevent negative impact to infrastructure. Conducts after-action reviews and addresses, root cause and records resolution findings. Coordinates activities with network services, security, application, and infrastructure groups. Evaluates vendor-supplied software. Assists management and customers in making appropriate decisions regarding needed hardware sizing, configuration, etc. Assists in development of new strategies and IT procedures to increase efficiency, enhance workflow, and improve customer satisfaction. Configures operating systems to support applications. Ensures proper and reliable equipment operation, properly maintain, and apply security updates to workstations and mobile devices as needed based on specific hardware and application requirements. Helps with approved application software for configuration, customization, and troubleshooting. Establishes and maintains effective working relationships with stakeholders and other IT team members.Knowledge OfKNOWLEDGE, SKILLS AND ABILITIES Technical ha dware, software, security, and associated peripherals. Microsoft products (Office 365, Exchange, Microsoft Deployment Server, SharePoint, PowerShell scripting), network services (WAN, LAN, WLAN, VPN, VoIP), desktop and online security. Point of Sale equipment with PCI compliance; mobile device/wireless support (iPhones, iPads); end-user support for custom software applications, peripherals (printers, scanners, monitors), and telecommunications (VoIP.) Client Server desktop support, including but not limited to on-site repair/resolution, phone support, remote support, and other remote connection utilities, issues analysis, incident resolution and effective communication with users. Helpdesk functions such as experience with incident ticketing and tracking systems. Cloud solutions and their impact on end-users.Skills And Abilities To Communicate effectively, both verbally and in writing. Solve complex problems; effectively apply general principles to specific conditions. Facilitate projects and meetings as assigned. Analyze business and technical processes and determine ways of making them more efficient. Remain calm under stress and quickly adjust, evolve and multi-task between several competing priorities at once. Maintain confidentiality and professionalism. Strong experience in time and project management. Keep current with changes within functional areas, such as methods, practices, and technology. Maintain confidentiality and professionalism. Strong experience in time and project management.**WORKING CONDITIONS AND PHYSICAL REQUIREMENTS**The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. This position requires work in a wide variation of conditions, from a typical office setting to fieldwork. The employee must occasionally lift and/or move up to 20 pounds. Travel to attend conferences, training, outreach, and other events that may occur. Be available occasionally after hours as needed to support the organization's business needs. May be required to work holidays, nights and weekends as needed.