Gwinnett County
IT Systems Analyst II – (Desktop Acquisition Desk)
$54,226.00 - $71,850.00 Annually
Gwinnett County, GA
Full-Time Regular
18-00244
Information Technology
04/05/2018
Continuous
$54,226.00 - $71,850.00 Annually
Gwinnett County, GA
Full-Time Regular
18-00244
Information Technology
04/05/2018
Continuous
Class Summary
Position:
Salary will be based on qualifications and experience. The Grade for this position is for Grade C43 (1).
Department Information: The Department of Information Technology Services consists of four Divisions: Enterprise Applications/Development, Infrastructure/Operations, Financial Management Office/Admin and Business Strategic Services.
Division Information: The Infrastructure & Operations Support Division provides services in the areas of End User Support, Data Center Operations, Systems and Storage Administration, Network and Telecommunications infrastructure support, and Information Security. The staff supports over 5,000 personal computers, laptops or mobile devices, throughout the County. We are dedicated to providing technologies for an efficient, secure and innovative end user computing environment.
Position Description: Functional Area: Acquisition Desk - IT Systems Analyst II
The Acquisition Desk IT Systems Analyst II creates a positive customer service experience and builds strong customer relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and by handling customers with an exceptionally professional attitude. The Acquisition Desk IT Systems Analyst II is primarily responsible for the day-to-day management of ordering new software and hardware for Gwinnett County. Additional responsibilities include: coordination of the PC lease refresh program , working within a team to ensure management of the loaner laptop pool is managed, ensuring proper inventory of software and hardware, and providing quotes for software and hardware to departments in support of budget and purchasing decisions.
Skills :- Strong analytical, reporting, and critical thinking skills
- Strong written and verbal communication skills
- Strong in identifying, researching, and resolving complex technical issues
- Proficiency resolving end user software application, PC and web browser errors
- Knowledge of Windows, Web applications and relational databases
- Good organization skills; ability to prioritize multiple activities in a rapidly changing environment
- Experience using MS Office Suite including Word, Excel, PowerPoint, within the Office 365 suite
- Experience using trouble ticketing software such as BMC Remedy Force
- Experience using a service request management system
Minimum Qualifications: Bachelor's Degree in a related field and three years of progressively responsible, professional level analyst and systems experience in a large scale Information Technology environment, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
Preferred Qualifications:- Bachelor's Degree in a science, technology, engineering or mathematics (STEM) subject
- CompTIA A+
- ITIL Certification Desired
- MCITP (Microsoft Certified IT Professional) Enterprise Desktop Administrator
- Minimum – Minimum 4+ years of experience in Acquisition Desk, Desktop Support
- Experience with deployment refresh of leased PC's and other computing equipment from procurement to return
Availability Requirements:
Monday – Friday (8AM-5PM)
After Hours – Emergency Only
Weekends and Holidays – Emergency Only
On-Call Rotation – Carry on call phone and respond in accordance with On-Call policy when assigned on-call duties.
**** BACKGROUND CHECK REQUIRED ****
Due to the nature of this position and access to Public Safety systems and facilities, an extensive background check is required for employment. The background check includes motor vehicle and criminal histories, fingerprinting.
NOTE: The class specifications listed on this site is not the official class specifications for Gwinnett County and is subject to change.
BENEFITS OFFERED:- Health, dental, vision, prescription drug insurance plans
- Flexible Spending Accounts for Medical and Dependent Care
- HSA/HRA available
- Basic, Optional and Dependent Life Insurance
- Short-Term and Long-Term Disability
- On-site Medical Wellness Center
- Holidays: 12 holidays per year
- Annual leave (vacation): 13 day accrual per year
- Sick leave: 13 day accrual per year
- Immunizations (Flu Shots, Tetanus, etc.)
- Wellness Incentive Programs
- Annual Wellness Fair
- 529 College Savings Plan
- Financial Education Programs
- Funeral Leave
- Longevity Pay after 3 years (full-time status)
- Tuition Reimbursement after 2 years (full-time status)
- Employee assistance program
- Uniforms and equipment furnished
- Employee discount programs
- Retirement Benefits include:
- Defined Contribution Retirement Plan
* Employees can choose a contribution rate of 2.5%,5.0%, or 7.5%
* Gwinnett County will contribute 7.0% of your pensionable earnings per pay period.- An employee is fully vested in 5 years. An employee can retire if he/she has reached the age of 55 and the sum of his/her age and years of service equals 65.
- Deferred Compensation Plan
* If you contribute at least 2.5% of your base pay to the 457(b) plan, Gwinnett County will contribute an additional 1% to your Defined Contribution Retirement Plan (this is in addition to the 7% described above).
- Defined Contribution Retirement Plan
- Employer
- Gwinnett County
- Phone
-
770.822.7915
770.822.8000 - Website
- http://www.gwinnettcountyjobs.com
- Address
-
75 Langley Drive
Lawrenceville, Georgia, 30046
- Employer
- Gwinnett County
- Phone
- 770.822.7915
- Website
- http://www.gwinnettcountyjobs.com
- Address
-
75 Langley Drive
Lawrenceville, Georgia, 30046
- IT Systems Analyst II – (Desktop Acquisition Desk) Supplemental Questionnaire
- * QUESTION 1
- Provide examples of your experience providing desk side support.
- * QUESTION 2
- Provide examples of your experience managing customers, to identify requirements on their behalf.
- * QUESTION 3
- Provide examples of your experience managing an unhappy customer and driving their issue to resolution.
- * QUESTION 4
- Provide examples of your experience identifying issues with service delivery and driving a resolution.
- * QUESTION 5
- How long has it been since you were certified CompTIA A+?
- * QUESTION 6
- How long has it been since you were in a full time role, providing desk side support or first/second level support on a 24x7 service desk?
- * QUESTION 7
- List all traffic citations received within the past SEVEN years. Must include Date, Charge, Location, and Disposition (How was the citation handled). THIS MUST BE COMPLETED IN DETAIL TO BE CONSIDERED FOR THE POSITION. If not completed you will be disqualified. If no citations, please list "N/A" as your response.
- * QUESTION 8
- Have you been convicted or entered a plea of "Nolo-contendre" for any of the following traffic offenses within the last SEVEN years?
- * QUESTION 9
- Do you presently hold a valid driver's license?
- * QUESTION 10
- Do you presently hold a valid driver's license?
- * QUESTION 11
- Are you 18 years old or older?
- * QUESTION 12
- Are you 18 years old or older?
- * QUESTION 13
- List all motor vehicle accidents you have been involved in as a driver during the last SEVEN years. You must provide the following information for each: Date(s) of accident(s) Type of accident(s) Citation(s) issued Driver at fault Disposition of the Case(s) (i.e., how the case(s) was/were handled - pled nolo contendre, paid fine, bond forfeiture, license suspended/revoked, etc.) THIS MUST BE COMPLETED IN DETAIL TO BE CONSIDERED FOR THE POSITION. If not completed, you will be disqualified. If no citation, you must write "N/A".
- * QUESTION 14
- If your driver's license has ever been suspended, you must provide the following information: Date(s) of suspension Reason(s) suspended Date(s) reinstated THIS MUST BE COMPLETED IN DETAIL TO BE CONSIDERED FOR THE POSITION. If not completed, you will be disqualified. If no citation, you must write "N/A".
- * QUESTION 15
- Have you ever served in the military? Check the selection(s) that apply to you.
- * QUESTION 16
- If you were discharged from the military for any reason other than an Honorable Discharge, you must explain in detail. If no, you must write "N/A".
- * QUESTION 17
- If you served in the military, were you ever the subject of any court martials, Article 15, company punishment or disciplinary action?
- * QUESTION 18
- Have you ever committed any undetected crimes (crimes that you have not been arrested for)? If yes, please explain. If no, list "N/A" as your response.
- * QUESTION 19
- Have you ever consumed any alcoholic beverages or used any type of illegal drugs while working? If yes, you must explain in detail (to include date, employer at time, and type of alcohol or drug consumed). If no, you must write "N/A".
- * QUESTION 20
- Are you currently serving probation for any offense?
- * QUESTION 21
- If yes to the above question, you must provide the following information for each: Date(s) Charge(s) Disposition of case(s) THIS MUST BE COMPLETED IN DETAIL TO BE CONSIDERED FOR THE POSITION. If not completed, you will be disqualified. If no citation, you must write "N/A".
- * QUESTION 22
- Have you ever been arrested and/or convicted for a felony offense?
- * QUESTION 23
- Have you ever been arrested and/or convicted of a misdemeanor?
- * Required Question