Information Technology Services (ITS), currently has an opening for an IT Operations and Support Analyst III on the Unified Endpoint Management team. This is a hands-on technical position with lead and supervisory responsibilities. This position will manage large projects and is responsible for computer asset lifecycle management. This position is located in Boise, will support all state agencies throughout the Treasure and Magic Valley, and may be required to travel throughout the State of Idaho.

• Excellent time management skills and the ability to manage multiple conflicting priorities;
• Ability to lead a team in a high demand customer service environment;
• Face-to-face interaction with customers, staff and management is required;
• Excellent negotiation and conflict resolution skills;

• Ability to drive organizational initiatives and manage change;
• Ability to assess personnel performance, create performance plans, review employee
  performance and conduct performance evaluations

• Ability to interact in a non-partisan manner when working in political environments or when involved in political activities is required;
• Excellent writing and grammar skills are essential;
• Must be able to work as part of an on-call, 24/7 shift rotation schedule;
• Ability to work long hours, holidays and weekends;
• Ability to work under stressful conditions and work to tight timelines.

• Excellent low-cost Health, Dental, Vision Insurance
• Participation in one of the nation’s best state retirement systems PERSI Retirement
• Generous vacation and sick leave accrual beginning as soon as you start
• Eleven paid holidays a year
• Multiple savings plans, including optional 401k & Deferred Compensation plans
• Group Life Insurance/Disability Insurance/Supplemental Life Insurance
• Employee Assistance Program
• Wellness Program
• Benefits Summary (Download PDF reader) (Download PDF reader)

• Provide direct end-user support for a wide range of technologies, user devices, telephone and conferencing devices and equipment, software applications and supporting systems;
• Configures, troubleshoots, builds, designs and deploys end-user software applications and device hardware;
• Manages, updates and creates service and support documentation within the designated service management system and other documentation sources; Follows up with customers on issue resolution; provides daily interaction, both in person, via the phone or via electronic messaging with customers in the management of user reported issues;
• Conducts end-user training.
• Oversee and perform system administration and technical support for user devices, servers, hardware and software, and networks.
• Incumbents serve as IT consultants and advisers to department staff and management on system needs, operation and telecommunications problems, and requests for services.
• Individually, or when leading technical teams, installs and maintains hardware and software products and configures computers and network equipment according to standards;
• Defines system standards and procedures; designs and implements backup and recovery procedures;
• Installs network infrastructure equipment;
• Identifies, evaluates, and corrects hardware, software, and operations problems;
• Monitors and troubleshoots network system performance;
• Resolves communications and networking problems;
• Performs server and network administration functions;
• Provides technical support and training to users and technical staff;
• Provides problem escalation with vendors.
• Serves as a technical expert and leader of unit; hires staff, assigns work, sets
  
  priorities, and evaluates performance
• Contributes to the development of standards, methods, policies, and procedures
• Mentors and oversees technical development of staff by assessing training needs
  and conducts training
• Participate in developing system procedures and standards

PREFERRED QUALIFICATIONS:

• Three (3) years’ experience performing professional information technology work in such areas as: installation and support of computer hardware, software, and operating systems; analysis, design and development of information systems network hardware and software installation and support; network hardware and/or software problem diagnosis and resolution.
• 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; 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; leading technical teams or projects.
• Proficient managing active directory, group policy and Power Shell scripting. Heavy emphasis on the ability to automate computer deployments, OS version updates as well as creating install packages. Ivanti Service Manager experience a plus.
• Perform production scheduling and control or quality assurance
• Experience managing asset lifecycles of computer hardware and computer software such as ordering, recommending computer hardware and software standards, managing surplus and other ITAM processes.
• Experience working with Ivanti ISM or a similar ITAM product.
• Experience using enterprise tools like Ivanti or Workspace One to manage computer hardware
• Experience automating software deployments to hundreds of computers including troubleshooting software application installs and independently resolving computer software issues
• Experience as a team lead on a large technical project lasting a month or more.