Lead IT Service Desk Analyst

Sonoma County

Are you a dynamic service desk professional with strong leadership skills?  Join our Information Systems team in this critical IT role!


Starting salary up to $49.60/Hr ($103,521/Yr.)

(Salary is negotiable commensurate with experience and requirements.)


The Sonoma County Information Systems Department, Technical Services Division, seeks a motivated IT Analyst to lead their service desk team and ensure that County customers receive excellent customer support.


About the Position


The Lead IT Service Desk Analyst leads, trains, and mentors Service Desk Analysts, and is responsible for managing work schedules, distributing assignments, quality assurance, and overseeing special projects. Other duties include:

  • Troubleshooting Windows workstation, Cisco VoIP telephone, and mobile device issues
  • Acting as a liaison between customers and other technical teams
  • Providing some administration of core software infrastructure such as Active Directory and Microsoft Exchange
  • Configuring, monitoring, and maintaining asset management, ticketing, customer portal, knowledge base, and other software systems


The ideal candidate for this lead position will possess:

  • Significant Service Desk experience, including lead work
  • Demonstrated record of delivering quality, documented results related to technical support and systems analysis
  • Excellent technical skills with the ability to adapt to changing systems
  • Experience developing and using technical documentation
  • Strong communication, analytical, and interpersonal skills
  • Experience with scripting, systems monitoring, Microsoft System Center, Active Directory, Cisco VoIP, and mobile device management
  • The ability to use PowerShell effectively
  • Familiarity with ITIL process and terminology


Qualifications for this position include academic coursework and/or formal training in computer science, information systems, network systems or a closely related field and three years of technical professional experience involving technical support of desktop and/or LAN/WAN systems, or similar experience in a multi-platform information technology environment.


For more information & to apply online, please visit: www.yourpath2sonomacounty.org. EOE Apply by 1/31/18!



Wednesday, February 7, 2018 - 05:22

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